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How to improve your CRM

How to improve your CRM

Building and retaining customers is critical for a business to survive and grow.

There is perhaps nothing to beat one-on-one customer service but CRM software programs can help the business-customer relationship in various ways:

• CRM technology can help tailor marketing by tracking customer interests, needs, and buying habits. Accordingly, as customers change they get exactly what they want.

• It can track the way customers use product and tailor the service strategy apprppriately. Customers then get what they need as the product ages.

• The technology can be used to micro-segment the buying centre to help coordinate conflicting and changing purchase criteria.

• When any of the CRM technology-driven improvements contribute to long-term customer satisfaction, they can improve customer relationships and loyalty leading a greater chance of repeat purchases. A decrease in customer turnover and accosciate decrease in marketing costs will lead to increased sales revenue and increased profit margins.

• Solutions to tackle customers  challenges need to be tailored – there’s no one easy solution for all. But if this addressed and customer understanding and satisfaction improves, repeat purchases are more likely.

However CRM is less about a software programme and more about company-wide attitude.

If your customers matter, listen to them, talk to them and learn from them!

AJR
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