TIPS TO IMPROVE CRM

Nowadays, business maintains long relationship between their company and customer as technology becoming more and more advance. Communication and marketing can be achieved by the tip of our finger. This leads us to making a new term which is CRM (Customer Relationship Management). With CRM, relationship between business and customer can be easier and more efficient than those who do not maintain CRM well.  

According to Valacich and Schneider there are three major benefits of CRM which is attracting new customers, keep current customer satisfied, and transform minor customers into profitable customers. In other word, customer relationship benefits range from increased levels of customer service to more efficient and effective execution. Based on the research of mine. There are four main strategy to develop or improve Customer Relationship Management.  

The first one is to train your employee so that they can handle CRM well. In business, the employee is the one who take care of the customers. Everyday transaction whether it is face to face or online, employee handle customer. And the satisfaction of customer is depending whether the employee can make the customer satisfied or not. With good employee training, CRM can be improved. 

The second one is to take care frustrated customers and use their feedback to improve. There are at least one in a thousand customer that they feel frustrated using your product or service. This kind of customer can be a bit hard to handle and usually business with bad CRM tend to take the wrong choice handling this customer resulting their business to have a bad name. Always treat and handle your customer well especially frustrated customers. If they are not satisfied with your product or service, ask them a feedback. If they still truly frustrated you can give them compensation such as change the product they do not like, give a free service, or even give them their money back. Maybe they will still feel not satisfied but at least your business can maintain its name. 

The third one is be honest. Of course, when your market your product, sometimes it is tempting to lie a bit about your product or service. For example, saying that your product quality is made with premium material. After customer bought your product and find out that the product you are selling is not what they expect or not what you have said. This can cause customer to not trust your business anymore. So, remember to be honest to your customers. 

The fourth one is kept track of your customers. New or old customers relationship must be maintained. By doing this not only you will not lose customer, but you will also gain trust them. By earning their trust, the customer will always buy your product and service. Keep them in touch with email, social media, and promo or event. This can make the customer informed about your business. 

Now these are the four tips to increase you CRM in your business. By doing this step, your business can save a lot of profit and the customer will stay loyal to your business. Goodluck with your business and stay safe. 

References:

Rainer, R. K., Prince, B., Cegielski, Casey G. (2013). Introduction to Information Systems (Supporting and Transforming Business). Wiley. Fifth Edition. ISBN: 978-1-118-67436-9.