#new buzz

I got really bored and spent an hour making this

Customers are the lifeline of any successful business!

Correction – Happy customers are the lifeline of every successful business.

A rewarding customer experience is vital to the growth of any business. A business competing mainly on the product or pricing is fighting a losing battle. People usually go where they get the best experience. If they have a good experience, they are even willing to explore new products. On the contrary, an unsatisfactory experience can cause customers to spend not as much or nothing at all.

So, providing a better customer experience with respect to other players can help a business boost its customer loyalty and draw new prospects.

How does a business do that?

Enter CRM or Customer Relationship Management.

CRM focuses on improving relationships with existing customers by tracking their needs, wants, and expectations and acquiring new customers by converting lead touches into brand ambassadors.

But how do you deliver a Rockstar customer experience to promote loyal customers and gain new fans?

Enter CRM software.

CRM software works as a centralized repository to streamline a company’s policies, processes, and persons in one platform. It helps translate varied data pouring from marketing, sales, customer service, and social media into helpful business information. 

The right CRM software can act as a powerful tool for tracking a company’s relationship with its customers and potential leads across the complete customer lifecycle covering sales, marketing, digital commerce, and multiple customer support activities. An efficient CRM system provides easy access to customer data and visibility for greater collaboration between different teams for enhanced productivity. In the absence of a common platform, useful customer information can easily be lost or unused in the overflow of information.

With the demands of the marketplace intensifying, the role of CRM software to provide an exceptional customer experience to propel a business forward has become more crucial. Businesses need to be current on innovative marketing and sales strategies to ensure efficiency. They need to empower the marketing, sales, and customer service teams with a plethora of tools to take on better customer experience initiatives for the business to stay at the forefront of competition.

Now, there are primarily three considerations for a best-in-class customer experience:

Convenience, Contact-ability, and Personalization.

Convenience and simplicity rule the roost. Any company offering simple-to-use products and is the easiest to do business with will ultimately prevail over the others. Similarly, easy-to-use CRM software will be popular. The focus is less on the number of applications and more on the effectiveness of those applications.

Contact-ability can boost CRM effectiveness by reducing the distance between a potential lead and a customer. Leveraging social CRM and digital channels can increase meaningful interactions with a customer to improve contact-ability.

Personalization is no doubt an old hat. But personalization has given way to precise targeting thanks to artificial intelligence. Serving intelligent, hyper-focused personalization with real-time capabilities is the game-changer in providing a better experience to the customers.

The New Buzz: Social Media

Social media is riding the herd with the customer experience bar constantly rising high. People forced to stay at home due to COVID-19 took to digital platforms for everything-from shopping essentials to entertainment. 

Digital platforms tick the necessary boxes for a more connected, relevant customer experience: convenience, contact-ability, and personalization. They enable one-on-one marketing for a business to establish a direct connection with their customers in real-time to intensify sales.

Therefore, it’s no surprise that social media publishing and advertising should be a vital part of CRM strategy. In fact, CRM should evolve into a social CRM to help build brand loyalty. From collecting valuable inputs to offering personal attention to customers, social media platforms can form the cornerstone of CRM initiatives. 

For example, a customer is facing an issue with his purchase. He can hop out to the brand’s social media site and connect with customer service via tagging a handle or messaging to resolve the issue.

Modern buyers’ journey has drastically changed. If a business has to last, it needs to centre around the ‘informed’ buyer aided by the right technology. Today’s buyers seek out sellers through internet research and exploring social platforms. The traditional approach may not keep up with various individual buyers’ journeys. Identifying potential customers in today’s omnichannel era needs CRM software to connect and align with today’s elusive buyers when they start their web information quest.

Do you think your CRM needs an upgrade?

How do you select the best CRM software to scale your business quickly and consistently?

Microsoft Dynamics 365 CRM is one such smart option that integrates multiple methods – traditional (print media) and non-traditional (social media and web) for lead scoring, web analytics, campaign tracking, and social media. It is designed to map today’s buyers’ buying behavior early on and deeply engage them in a synergistic conversation for mutually beneficial value.

For example, a customer may ra digital platforms ise an issue on a social platform – say, Facebook – and then shift to telephone or email to resolve the issue in private. 

Microsoft Dynamics 365 CRM will allow you to track the matter across channels offering service, sales, and marketing a complete view of the customer activities for holistic customer relationship.

CRM is a dynamic, competitive space. The right CRM software can help a business gain an instant winning edge for increased profitability and steady growth. It can help a business channel the customers, being true partners to them.