1, remember everything about the customer. People's memories are unreliable and often make mistakes. Of course, you will remember a few customers who contact frequently, but what about those who contact occasionally? Echo will be more likely to forget them. Their loyalty is far less than the former, and they are likely to consider changing suppliers.
When multiple employees are responsible for the same customer business, or in order to provide more professional services to customers, relevant departments need to exchange user information, CRM is particularly important. If they need to check the transaction records of the past few days, weeks or even months frequently, even if they finally find a good solution, they will be exhausted. As it turns out, customers are more concerned about whether the company has detailed records of previous transactions and will not care whether the transactions are handled by the same salesman.
2. Keep in sync. How many times have our complaint calls been transferred to different customer service representatives to explain our problems? When we really meet someone who can solve the problem, we are usually angry that he won't help. Having a suitable CRM system can prevent customers from explaining their problems repeatedly. On the contrary, you can quickly find a solution that satisfies customers according to the data in the CRM system.
CRM is not only suitable for large enterprises with many businesses. For a small and medium-sized enterprise, CRM is also very practical. Customers are getting used to working with one or two people in the enterprise. Whether your old customers are sick or on vacation, or with the growth of the company, enterprises have to add extra personnel, CRM customer relationship management system can ensure that your customers can enjoy quality services at any time.
3. Know what you want. The role of CRM is bigger than you think. For example, you try to find a solution for customers as soon as possible, but it takes time. You said to call them back later, but something else suddenly happened in the middle. Soon, a week passed, and you said you must call the next day! At this time, your customers will be very angry. To make matters worse, you may lose the opportunity to cooperate completely.
With CRM, you can track who needs to call back, whose problem has been solved and who needs some extra services. Every time you contact a customer, the customer status in CRM will be updated according to the solution. These things are really simple, but CRM really relieves a lot of pressure on you and your customers.
4. Learn from the past. Whether it's contact information, past services or solutions, or how many times you called customers this month, CRM can help you track every customer from the beginning. You can not only see what works and what doesn't, but also know what the customer has tried and how effective it is. Sometimes customers will call you and repeat the solution to the problem. Maybe they don't know what the last customer representative did, but you should know this!
You can also use CRM as a tracking indicator. From how many successful interactions you have this week to how many times a customer has encountered the same problem this month, CRM can ensure the smooth operation of your business and help you find out where important things are prone to mistakes. Wise decisions in the future are based on knowledge of the past, so a continuous record of business history is extremely important for success.
5. Plan for the future. While we are still talking about indicators, let's talk about planning. When your data is everywhere-document folders, e-mail inboxes, computer desktop notebooks, it's hard to really sort out the business you are dealing with. Of course, when there are problems, you will find solutions, but with CRM, you may prevent those problems in advance, reduce the potential damage to your business, and even surpass your competitors!
Pattern recognition is an important cognitive ability of enterprise success, but it is difficult to see this pattern if it is dispersed, and CRM can solve this problem. CRM can help you find this model easily and show it to you in the form of indicators. With CRM, all the statistics are clear at a glance, waiting for you to find out the problems of spending time, money and even customers in the process.
6. Access data anytime, anywhere. If you often handle business outside the office, it is not reliable for both parties to record it by mail or even paper. When you are on the road, the customer calls, and they want you to spend half an hour talking to the relevant personnel, and tell you where the documents of relevant information are in minutes, so that you can send the spreadsheet to the customer by email.
Being able to view data anytime and anywhere is another important aspect to keep the business running smoothly and seamlessly, which can reduce your stress and increase your working hours.
7. Establish an organized and efficient team. Customers want you to know that they trust you to handle your business carefully. If you don't run your business well, this trust won't exist. CRM can help manage calendar activities, contact records, contact activities and so on. , make your business run seamlessly, and establish contact with other tools to help you save valuable time and energy.
A good customer relationship management can withstand all guesses and help you to formulate and manage customer relationships. Echo CRM is a good helper to help you focus on important things.