How to Use Technology to Improve Your Customer Relationship Management
All business owners want their customers to be happy. Happy customers continue to purchase from your business, and this is a formula for success. To retain your customers, you need to improve your customer relationship management.
How can you improve? Using omni-channel cloud-based software is a great way to meet this goal. Here are a few ways to use technology to improve your customer service management and retain your customers.
Track Customer Preferences
In every interaction with customers, you have the opportunity to learn something new about their preferences. Tracking these preferences lets you target customers and improve the quality of service you provide to them. For example, if customers strongly prefer to be contacted by email, you shouldn’t call them when their orders are ready. If other customers have opted out of your email list, you shouldn’t email them.
When your business grows and you have a lot of customers, keeping track of everyone’s preferences can be difficult. With customer relationship management application, you can create a profile for all customers and keep their preferences in one place. Then, you can rely on the information you’ve collected to tailor your interactions with your customers and give them the best possible service.
It’s easy to forget to follow up with your leads and existing customers. When you’re busy running a business, sending a quote to someone who asked for it, or checking in with a customer who just made a purchase, doesn’t seem like a top priority. But, in fact, following up should be a top priority at your small business.
Forgetting to follow up is a missed opportunity. If you don’t follow up with your leads, they may decide to buy from one of your competitors instead. Or, if you take too long to get back to them, they may realize that they don’t really need your products or services. If you don’t follow up with your current customers, they may think you don’t care about their business.
While you might forget about follow ups, technology won’t. You can use your customer service management software to schedule follow ups with your leads and customers, and then all you have to do is send an email or make a call.
View Customer Histories
Without technology, tracking your customer histories can be overwhelming. You need to look through stacks of old invoices to see who purchased what and when they made purchases, and figuring out trends is time consuming. Since this is such a big job, you may not bother monitoring your customer histories.
Analyzing your customer histories gives you quality information about your business, and you can use this information to improve your services. By analyzing customer histories, you can identify your best customers. Your best customers are incredibly valuable, and if you don’t know who they are, you can’t make special efforts to retain them.
No matter how well you run your business, your customers will eventually have issues that need to be resolved. With customer service management software, you can track all your customers’ issues in one place. Centralized tracking makes it easier for you to see patterns. For example, you may notice many customers are complaining about the same things. Once you notice the pattern, you can work to fix it and avoid further problems in the future.
Managing issues with technology also makes it harder for customers to fall through the cracks. When you’re relying on your memory or a scribbled note on your desk to remind you to resolve an issue, you may forget. When issues are tracked in a centralized area, you can easily see who still needs a response.