Do You Really Know What Your Customers Want?

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Most business owners and managers know why their customers enjoy their products or services.  There are often a lot of anecdotal stories that drive assumptions about what customers really need or want; however, how much of that is based on fact?  Knowing what your customers really want can improve your products and services, which can lead to a healthier bottom line.

If you interviewed each of your sales representatives and customer service teams about customer preferences or trends in product sales, you’d likely get an array of responses.  You may also have your own idea about which products are the hottest sellers; however, much of this insight is often based on assumptions and gut feelings, which may not prove to be a reliable source when making strategic plans.  Get to the real heart of customer needs and demands by implementing a customer relationship management (CRM) solution.

An integrated CRM solution, such as Microsoft Dynamics® CRM, can provide greater insight into what your customers want using your own reliable business data.  You can quickly access all of your customer data within Microsoft Dynamics CRM from sales, marketing, customer service, and social or other online interactions.  Microsoft Dynamics CRM also offers business intelligence that you can use to identify trends within your data.  You can identify your most popular products or discover products that may be waning in interest.  Monitor trending data by product, customer, region, seasonal sales, or other qualifiers and get deeper into data to pinpoint trends, such as where certain products sell the best or the least.  You can then use this data to optimize marketing campaigns, target more specific groups or regions, or use specific channels to reach prospects and customers more efficiently.

Microsoft Dynamic CRM also offers a streamlined way to collect data from your sales and customer service teams, social and online sites, mobile, and other commonly used channels in today’s ‘always on’ marketplace.  Social interactions, combined with real-time sales data can provide just the insight you need to get to know your customers better so that you can deliver prompt, accurate, impressive customer service.

You can’t trust the future of your business or customer satisfaction to guesses or gut feelings.  Contact Columbus to learn how you can get to know your customers better with CRM.

By Columbus, a Global Microsoft Dynamics ERP and CRM Partner