Guide for improving customer experience

May 14, 2021.

How to use advanced systems to improve customer experience?

We have already learned that having a great product at a great price is not even close to being enough for attracting new customers, but also for surprising existing ones and deserving new loyalists. If a company wants to be THE one, it needs to manage and nurture customer relationships in a smart, gentle way by using the best from the world of technology and tools.

One of the main strategic goals of every company needs to be building a strong long-lasting relationship with their customers and accelerating growth. Those relationships need to be based on trust, patience, and an individual, personalized approach directed towards customers. They want to be seen, heard, and satisfied by companies’ services because they need confirmation that they are a key part of your business community and not an insignificant factor.

Make your decisions more lucrative

In order to seriously take the duty to fulfill the partnership role customers expect from any business, companies need to deeply understand and realize what customers’ expectations and wishes are without empty conjecture and guesses but based on accurate data. Previously stated leads us to the first part of the CRM definition which says that Customer Relationship Management is a completely data-driven ecosystem. It allows you to have one centralized place for all your data about clients, prospects, their activities, and processes but also to easily make good, lucrative decisions based on them. This is very important because every business tends to become proactive in terms of fulfilling customers’ wishes and going ahead of trends.

Intelligent process automation

The next huge step in order to facilitate your daily business is to have complete control over all business processes and this is the gap in which CRM once again becomes your perfect partner. It provides process automation by allowing you to define every stage of your sale or retention process and all support activities in those stages, but also to include your business rules and cover all scenarios which can happen in those customer-company or prospect-company relationship. This is particularly important in the sale or retention process when every employee wants to make sure there is no such thing as delay or overlooked things.

Listen to customers’ the most up-to-date needs

Having centralized data supported by a precisely defined business process make smoother the way companies keep in touch with their customers, but having necessity on the plate is a real challenge. CRM makes sure the business has a complete palette and comprehensive data of all customer’s preferences, tendencies, and activities and has a chance to contact a client with a personalized offer that reflects his most up-to-date needs. Keep in mind that every client forms his future decision about being loyal to the company off of every interaction he had with employees.

Take care of customer (dis)satisfaction

If customers have a bad feeling about any part of our portfolio or customer support and we don’t have that input in writing, it makes the biggest gap in providing the best customer experience. All our efforts focused on accomplishing future customer needs fail if we have skipped the step which refers to their present feelings. CRM offers the possibility to examine and measure customers’ satisfaction in a lightweight manner and to record all of their feedback about your product or/and services. It helps to improve your business and decision process, but more importantly, it helps to make your customer heard, seen, and more satisfied. The impact which this makes on the company’s brand is immeasurable, especially in times when entities fight for customers’ attention and customers’ feedback is the best indicator of the current state of the company.

Create the precisely defined customer journey

A long time ago, the customer journey consisted of two simple activities- the company offers the product or service, a customer buys it and both sides are satisfied with the result. But now, to astonish the target audience, companies need to design through customer journey every point in which they can provide additional value for customers. It is like telling a short story about customer experience. It means that communicating with your audience in real-time over a wide range of available channels and providing a personalized offer that is tailored-made to their most important needs is now more crucial than ever. This is a part of a strategic view of what customers expect from your company, but also to optimize the ongoing customer experience.

Be more responsive to all customers requests

From the customers’ perspective, no one wants to wait for processing their requests longer than the blink of an eye. Keeping that in mind, the CRM helps the company to automate the process and to handle and prioritize all received requests that come from any online or offline channel by taking care of employees’ eligibility and busyness. It provides service without delays and non-resolved tasks. This possibility puts a smile on both customers’ and employees’ faces.

Better communicate within a company

All previous points cover the experience from the customers’ perspective, but no company is successful without satisfied employees.  Using CRM for all the mentioned purposes facilitates day-to-day business, removes boring jobs, and helps to focus employees’ time on their real work and to be more productive. It encourages all the departments to communicate more structured, to have a better information flow, and function as one compact system

In the first place, CRM facilitates process automation, requests delegation, and communication with customers, but also, it is a great partner in listening to customers’ preferences and transferring them into the detailed, personalized customer journey. The next step covers choosing the best software which can help you improve customer experience and maximize their satisfaction. Using CRM software for this purpose is an investment that will surely pay off in the long run if the company makes the right choice while picking your life CRM partner.

Team member
Maja Jankovic
Product Specialist
Team member
Maja Jankovic
Product Specialist

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Saga d.o.o. Belgrade
Member of New Frontier Group
64a Zorana Djindjica Blvd.
11070 Belgrade | SERBIA

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