What is customer relationship management?
Customer relationship management might just be the most important part of running a successful business. Unfortunately, it also happens to be the part that most businesses neglect, and as a result, they’re constantly losing customers and letting new sales leads slip through the cracks.
So, what is customer relationship management?
To explain it as simply as possible, customer relationship management is a strategy businesses use to monitor all of their interactions with customers, clients, and prospects. When done properly, customer relationship management keeps your business organized and it streamlines the communications process with your customers and prospects. It also ensures that all leads are followed up, all current clients are marketed to, and all customer service needs are taken care of at the appropriate times.
The easiest way to think of customer relationship management is as a tool that brings together all of the different pieces of information about your contacts to help you better communicate with them. Proper communication is what helps you turn hot leads into actual customers. It is also what helps you keep your current customers loyal, happy, and profitable assets to your company.
Customers are Key
Remember, your business is nothing without your customers. Your customers should always be a top priority. You need to constantly work on building better relationships with them, learning more about their wants and needs, and doing whatever is necessary to keep them happy.
Lately, savvy businesses have started to use social networks as a customer relationship management tool. With sites like Twitter, Facebook, and LinkedIn, you can connect with your customers, build a community, and interact with each customer on a one-on-one, more personal level.
The key to success with social networking is to focus on building human connections. Don’t be some cold, impersonal corporation. No one wants to interact with that. People crave interaction with other people. So try to always be authentic and personable when using these social networking sites.
Also, always make sure that you listen to your customers. Social networks can allow you to gain a plethora of insights into your customers’ wants, needs, expectations, frustrations, and so much more. If you actually take the time to listen and track this information, you’ll gain so much knowledge about your target audience that you’ll have a much easier time meeting their needs and keeping them loyal and happy.
Simple Tips for Better Customer Relationship Management
What can you do to improve your customer relationship management strategy?
- Take advantage of the best technology. With a strong customer relationship management program (like Microsoft Dynamics CRM) and partner, you can easily keep track of all your contacts and automate a number of key sales processes.
- Use information you gather to adjust your business’ processes. Great customer relationship management technology alone won’t do much for your business. You need to take the information you gather and use it to adjust core business processes to better serve your customers.
- Define objectives before implementing your new system. What information do you need to store in your customer relationship management system? What do you want to get out of your customer relationship management strategy? Set clear goals and baselines up front.
Using these simple tips can get you headed in the right direction to create better customer relations and access to a wealth of customer information.
Submitted by Vern Marker,