Improving your customer experience with your CRM.

3rd July 2020

Every business knows the importance of looking after their customers. Happy customers means a higher chance of return business. Making the customer journey as seamless as possible will inform their buying decisions and hopefully lead to a higher and more consistent conversion rate. The old adage goes, ‘work smarter, not harder’. Here are a few suggestions on how your CRM can help you do just that.  

Build thorough customer profiles.

We’ve all been in the position of having to explain our situation for what feels like the 10th time to a customer service team. It’s time consuming and can become extremely frustrating. You don’t want your customers to share the same dread when they need to speak to your customer service team. 

One of the stand out abilities of your CRM is the capability to log all your interactions. The level of detail is entirely up to you and your team but generally speaking, the more the better. By doing this, any agent that picks up that particular customer’s case will know exactly what’s going on and when things have taken place. 

Integrate your CRM with your communication channels.

We’ve spoken previously about the advantages of integrating your systems with your CRM. Your customers will then be able to contact you through their preferred platform without you missing any of the valuable information or new enquiries that come your way. 

For example, a new customer leaves an enquiry through your contact form on your website. Once your systems have merged, your website will speak to your CRM and has the functionality to automatically generate a new account within your CRM and add the enquiry as the first communication. You will then be able to set up a clear follow up date and log any actions taken in the first instance. This level of efficiency will hopefully dramatically reduce opportunities slipping through the net. 

Use your insights to create a tailored journey. 

You’ll be able to derive certain insights from your CRM analytics that will help shape your customer’s individual journey with you. Dynamics 365 can bring you insights from across your sales, marketing and customer service to bring you a detailed idea of your customer’s behaviour. 

Find out who in your mailing list has been clicking links in your latest email or which pages on your website have been particularly popular that month. You will then be able to make informed decisions about the kind of campaigns you focus your efforts on rather than them being a shot in the dark. 

If you need to make significant changes to your customer service processes, implementing a CRM is one of the best actions you can take. When reaching out to the new clients, it’s always important to establish a positive reputation in your industry. Help your customers and your teams alike by providing both a seamless journey and process. ixRM is committed to working with businesses making positive changes through powerful technology. To find out more about how we can reshape your customer service process, contact us today.

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