Drive Customer Sales with a Successful CRM Strategy

Customer Relationship Management (CRM) software is more than a database that keeps track of customer data; it can be a very valuable tool in your marketing strategy. The business-customer relationship is a huge driving factor for sales. As such, effectively managing your CRM software can have a positive impact on your profits over time.

CRM Basics

A common question among both small and large business owners is, “what is CRM?” While Customer Relationship Management software has been around for decades, there are still many businesses that have yet to understand how it can truly benefit their bottom line.

CRM software allows business owners to nurture relationships with their customers and clients. It can track interactions, organise data and provide an in-depth look at customer behaviour. You can carry out the following tasks with CRM software:

• Track webpage views and clicks
• Automate marketing
• Capture and score leads
• Engage on social networks
• Monitor customer purchases
• Manage customer support cases

Evaluate and Follow Up on Leads

CRM software offers your sales team the ability to keep track of leads and determine just how valuable they can be to your business. They can use the data collected by your CRM software to determine which leads are the most valuable and are worth following up with. This can help you save valuable resources while setting your company up to make a new sale and acquire a new customer.

Customer Retention

Holding on to existing customers can be much more profitable than acquiring new ones. Of course, you will want to follow up on leads to acquire new business, but it is just as important to pay attention to the needs of the individuals who are already loyal to your brand. Business owners state that customer retention is the leading retail revenue driver, followed closely by customer acquisition.  

Use your CRM software to collect data about your existing customers that will ultimately improve your relationship. You can look at their purchase history to find out what products or services they are most likely to buy, and cater promotions accordingly. This is a great way to show your customers that you are paying attention to their needs, and it goes a long way to improving brand loyalty.

Improve Customer Service

If a customer has a complaint or a question about a product or any step in the purchase process, it must be dealt with quickly. When they are left waiting, they are more likely to abandon the transaction and seek out assistance from another company. CRM software allows you to respond to customers and clients in a timely manner, encouraging them to close the deal.

Ensure that clients can get in touch with your brand through a variety of channels such as live chat, social media and email. You can then use your CRM software to generate automatic replies to deal with inquiries or let customers know that their issue will be managed soon.