Customer relationship management software is truly an indispensable tool for every business today. With the covid-19 situation creating havoc since early 1st quarter, the significance of CRM is compounded today.
Your ability to handle end-to-end customer relationship will definitely play a big factor in your success. In other words, you need a right CRM strategy that aligns with your organizations goals & objectives.
Today, businesses are operating with minimal resource. Limited workers in factory, unavailability of critical raw materials, disruptions in end-to-end supply chain, dislocated inventory, reduced customer interaction etc are some common challenges confronted by most day-to-day. Concrete solutions for any issues at this point cannot be guaranteed by most SME consulting. There is no one size fits all solution.
If you are a small / medium or large business unit, It is a great time to automate some critical aspect of your business to ensure continued operations. With businesses across globe resorting to work from home to sustain operations, customer interactions have become an increasingly daunting task with limited resources and no automation.
Overcoming obstacles with the right CRM strategy:
Having a CRM strategy aligned with your goals will greatly help you overcome obstacles in your business. It will help you achieve:
• Better customer experience for your customers,
• Better coordination between multiple departments,
• Give clear visibility of specific leads and their details
• Give greater insights on your data/ figures etcetera
How to prepare a CRM strategy specific for my Business?
Your CRM strategy should always target to create a close bond between your business and your present & future customers. It should close any gap that exists between both parties if any. Let’s look at some critical steps that will help you design a great strategy for your CRM.
Align your organizations goals & objectives with your CRM strategy:-
It is very important for you to understand how you want CRM implementation to complement your business goals. You should begin by listing set of goals that you want to achieve through effective implementation of CRM strategy. This can be in terms of greater customer experience, smooth multi-departmental coordination, automating repetitive tasks.
Once you’ve listed the goals that you want to achieve, implementation becomes achievable.
Identify your targets:-
Here you must identify specific customers who will most probably purchase from you. It is very important for a business owner to understand the customer segment that he caters to. The clearer your target audience is for you, the more efficiently you can serve them. This can be done through identifying key customer information like age, demographics, buying behaviour etcetera.
Deliver customer-centric experience:-
Remember, your customers are your most critical asset. With physical stores most likely to remain shut at least for the next few months, keeping track of your customers and delivering top-notch customer service in times of crisis can be crucial in creating prolonged relationships. Mission critical CRM solutions can be effectively implemented to address issues pertaining to your customers today. Also, a proper CRM strategy will ensure that your customer experience is not hampered in these unprecedented times.
Right solution partner> Right solution:
With thousands of companies offering CRM solutions, selecting the right one is often a herculean task. While choosing a partner and a platform, go for the one that can provide the best-fit to you. A partner who is ready to assume risks and take ownership of delivering desired results. A partner who is ready to invest jointly and also reap benefits thereof jointly. This will assure ROI for you.
Monitor progress:-
Once you start running the CRM program, set up an effective control and monitoring program with the partner and monitor the progress and impact jointly. This will help in making course corrections to ensure desired and planned results.
Do remember – measurement drive behaviour. Hence, have a well designed measurable KRA across the enterprise linked to customer performance.
With a smart CRM solution at your desktop, you get to have a detailed and organized list of the type of customers you have and crucial customer information like history, last purchase, last interaction etc.
Smart businesses today will use CRM software intelligently to deliver a very tailored personal experience to their customers. Communications maybe in the form of newsletter via mails or upcoming online events, delivery of products/ services, general awareness & safety information pertaining to the current situation. This type of activity shows the character of the brand and its resilience towards the fight against the pandemic together.
If you are looking for a customer relationship management solution or SME consulting today to deliver superior and consistent customer experiences to your customers, Worxpertise offers you solutions that is designed to meet your specific need. Additionally, trained professionals that offers you 24X7 support to help you fix any issues on the go.
