5 Ways Having a CRM Will Dramatically Improve Customer Experience

When I was working on HubSpot's customer support team, one of my favorite tools to work with was the CRM. I was amazed at how our customers were able to creatively use the product to achieve their business goals. The straightforward software did a lot more than just data management — it created opportunities for companies to improve their customer experience.

A CRM, orCustomer Relationship Management, is a software that stores information about customers and their interactions with a business. Companies depend on this tool to organize important customer data that is used to enhance both customer-facing and internal functions. If used correctly, a CRM can play a major role in improving employee productivity as well as driving客户成功.

If your company doesn't have a CRM, you may want to consider adopting one as you grow over time. CRM tools are oftenfreeand every business, big or small, can benefit from the functions they provide. In the next section, take a look at some of the ways a CRM can improve your customers' experience as well as the companies who are profiting from these benefits.

5 Ways a CRM can Improve Customer Experience

1. Create Self-Serve and Painless Onboarding

顾客are easily intimidated by the idea of learning a new product or service. This is because onboarding processes are often confusing and time-consuming. A CRM can assist with onboarding by making the process self-serve and painless. For example, employees can自定义联系人记录字段to trigger workflows within your company. These workflows signal to employees which actions to take with a customer and when.

One company that's doing this well isWashCard Systems，洗车付款服务。WashCard系统与忙碌的时间表提供洗车服务并且没有时间进行复杂的入职过程的客户合作，尤其是对于Carwash软件。bob电竞官方下载

Instead of expecting customers to learn on their own, WashCard Systems usesHubSpot's CRM tool一旦交易完成，提醒员工就与新客户进行入职会议。通过采取这些积极的措施，WashCard可以指导客户完成入门过程的每一步，并确保客户成功。

2. Personalize Customer Communications

About41%of customers churn due to poor personalization. However, a CRM puts all of your customer information at your team's disposal, allowing reps to personalize each new interaction with your customers. For example, they can pull up a customer's contact record, determine immediately if they have a history of poor experiences with the brand, then implement steps toavoid potential churn. Or in the opposite case, if the customer continuously shops at the business reps can keep track of their purchases and rewardcustomer loyalty.

One company that takes advantage of CRM personalization is the British grocer and general retailer,Tesco. They use their ClubCard feature to not only reward loyal customers with points that can be used towards future purchases, but they also send out emails that include discounts and special offers. The content of these emails is dependent on the customer's purchase history as well as their most frequently purchased products. This personalization makes Tesco's bonus offers more appealing and adds more value to itscustomer loyalty program.

3.加强客户关系

Customer relations通过在公司与客户之间建立信任来开发。bob全站appCRM可以通过存储可以在以后的时间引用的重要客户信息来帮助建立这一信任。客户经常与企业互动不止一次，因此它有助于记录每个交互以进行将来的分析。

For instance, this is most beneficial for service teams that are working on long-term support cases. There may be a small detail or piece of data that was referenced early on in the case that turns out to be essential to finding a solution. Having your data properly organized makes your support team more reliable when finding an answer, which strengthens customer relations over time.

Bespoke Collectionunderstands the importance of developing customer relationships during their experience with the brand. Bespoke Collection started as a small company focused on creating memorable experiences with its customers. As the company grew, it needed to use a CRM to ensure they treated all customers the same way they did when they were a smaller company.

他们具有CRM自动沟通功能，并设置为警报，以确保每个客户都适当地关注。员工知道何时在客户参观活动时说“欢迎”还是“欢迎回来”。当返回客户将进行购买时，第二天他们会收到个性化的电子邮件，并提供自定义优惠。这使他们能够成长为一家公司，同时仍保持相同的高质量客户服务体验bob全站app。

4.快速访问客户信息

CRM的主要功能是组织和存储有关客户的定量和定性数据。这包括与公司的过去互动，例如支持和服务参与。bob全站app当客户与您的服务团队联系时，您的代表可以迅速查看客户与您的品牌的沟通历史，并避免重复相同的回复。这对于在长期，面向客户的问题上工作的技术支持团队非常有帮助。

Midaxois a SaaS company that offers management software to salespeople. Midaxo customers value speed and consistency, especially when working withcustomer supportteams. When they reach out to support, they don't want to waste time repeating information to different service reps.

Midaxo safeguards against this by usingHubspot's CRM toolto easily reference customer goals as well as any additional information that was mentioned in earlier conversations. This helps build trust between Midaxo and its customers as people can rely on the company to provide timely support. Since Midaxo relies on customer referrals for company growth, building trust through positive customer experiences is an effective way to generate word-of-mouth praise.

5. Improve Customer Satisfaction

A CRM will improvecustomer satisfactionat your company because it acts as a roadmap to each customer's specific needs. Since each interaction is stored in a centralized software, reps can analyze past engagements to determine the best method for approaching a customer.

This is particularly important for retaining high-value customers.Studiesshow that the top 10% of your most loyal customers spend three times more per visit than the average customer. This puts significant pressure on your business to satisfy these customers' needs before they take their business elsewhere.

Muncherydoes this by integrating their CRM with its in-house delivery app. Users can make last minute changes to their order before the company delivers it to their doorstep. Munchery uses a CRM to handle these spontaneous changes as well as to request feedback on customer experiences. They then relay that feedback to their chefs and distribution teams to improve customer experience over time.

CRM的数据进行分类,并为你的团队提供resources that produce positive customer interactions. Using the advantages listed above, businesses can use their CRMs to optimize their data management and improve the customer's experience.

有关增强客户体验的更多方法，请阅读有关的重要性customer relations.