A CRM solution such as SugarCRM will enable you effectively manage your interactions with your prospects and existing customers. Your CRM system does this by providing a platform for you to store all of your business interactions and help you plan new activities to drive new business and boost loyalty among existing customers.Those who have adopted CRM into their organisation see the CRM system is one of their most valuable tools.

Customer satisfaction is one of the most important things your business.

Without them, how does your business become successful, grow and become more profitable? Yet even though many business owners know this, it’s well known that customer satisfaction is commonly poorly scored. The cost of poor customer satisfaction can be catastrophic to a business, as satisfaction drops, so does loyalty to your business and as unhappy customers spread the word and you could soon see your customer base diminishing. So how can I keep my customers happy you may ask? Lean on your CRM.
Within your CRM you can manage all customer information and with all of your business’s employees using it: the customer records will be constantly updated allowing a full and up to date 360-degree overview of that individual customer and their experience with your business. This is key for providing a consistent customer experience; no matter who the customer interacts with at your business, everyone will be singing from the same hymn sheet – and not treated like first-time callers.

When used correctly, your CRM will tell you when the last correspondence with that customer was, what type of correspondence it was, what it was about and what the outcome was. From this anyone in that business can then see exactly what is happening with the customer. This visibility can be the difference in losing or retaining the customer and keeping the customer satisfaction levels optimal.

Not only will you CRM tell you everything you need to know about your customers, it will give you an overview of the sales that you have in your pipeline as it provides a place to capture all lead information and correspondence. With this, you can organise your leads and easily run reports to see how many ‘Hot Leads’ you may have so that you can see who you should be nurturing and see which leads are ‘old’ and ‘cold’ and possibly not worth putting your sales efforts into.

Providing a consistent, high level of customer experience will help you stand out from your competition in 2017 especially in an age where the customer expects more from you.

 

 

Chloe is Sugabytes Customer Success Manager. Ensuring our existing customers of Sugabyte continue to be successful using SugarCRM and Act-On.