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When it comes to CRM, perhaps the first thing that comes to mind is "it increases revenue by increasing sales." but in fact, CRM can simplify the sales cycle from beginning to end. In addition to playing a role in the sales channel, it can also support automatic quotation, order processing and other work to help enterprises reduce production costs. If you were a little more specific, what benefits could CRM bring?

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Enhance customer experience with CRM

Why can CRM enhance the customer experience? CRM, whose full name is Customer Relationship Management, is customer relationship management, which collects potential customer information from major social platforms and classifies them accurately according to their needs. The enterprise's management of customer relationship is actually reflected in the customer's experience of enterprise service.

According to a study by Walker, by 2020, customer experience will become an important brand differentiation factor in purchase decisions, and customer experience will even reduce the importance of factors such as products and prices.

Continuous and meaningful communication results in an excellent customer experience, and CRM plays an important role in creating efficient and high-impact customer contact. CRM contains information about past conversations, purchases, and activities, and companies can easily get access to customers' past interactions with the business.

In addition to the more traditional communication methods, such as e-mail, phone calls, chat, text messages and website forms, customers may also communicate with sales, marketing and other departments, while CRM can capture all the information and enable enterprises to synchronize all communication information.

How to use CRM to enhance customer experience

Use CRM data to let customers know about offers, sales activities, news and other information.

Break down the contacts so that the right customers receive the right information at the right time.

Use email marketing surveys to ask customers for their opinions, show concern for customer experience and improve services accordingly.

CRM can contact the customer by name, and when the customer contacts the company, team members can immediately view the contact history and understand customer issues.

Set up CRM to send email automatically to let customers know that you have received their request and reassure them.

Using CRM to improve team performance

With the popularity of social media and the Internet, we will find that employees reduce productivity due to non-work chat or other time-wasting activities at work, while CRM can motivate employees to devote 100% of their energy to work.

CRM can know the team's performance in real time, quickly track the company's target KPI, and view the breakdown of activity projects by time. By looking at the company data, we can understand where the gap in productivity is, adjust it in time, find the best employee behavior, and promote it among employees.

How to use CRM to improve team performance

Provide objective and reliable employee evaluation.

Develop performance evaluations that meet the unique needs of the business, and create accurate and objective performance summaries

Know the working place, working condition and improvement direction of employees through CRM report.

Ensure that every employee has the expertise needed to get the job done through training and other means.

Use CRM to simplify induction training and provide continuous training.

Use CRM to handle trivial tasks and make work easier.

Use CRM to improve marketing activities

With the emergence of new technology, marketing has shown great changes, the choice of users is becoming larger and larger, the requirements for services are becoming more and more stringent, content is king and gradually become the mainstream.

Customers become fickle and have low tolerance for content that is not relevant to them. How can enterprises break through this predicament? CRM is a good way to better understand what users care about and provide personalized marketing content. In addition, you can also check the promotion effect of the advertisement and find out which users can become potential customers.

How to use CRM to improve marketing activities

Check all customer data and send messages to customers.

Browse contacts, customer behaviors and preferences to find customer breakthroughs.

Breakdown of data, such as replies, purchased products, event information, open and reply emails, personal preferences, and so on.

Personalize the content by merging the name and customer-related information into the email.

Know which marketing work is effective and use the success of other enterprises for your own use.

When using CRM for marketing, cleaning, and repetitive work, the cost is expected to decrease as the conversion rate increases.

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