Improve the Customer Experience with CRM

CRM Blog Improve the Customer Experience with CRM

Today’s marketplace is fast-paced and highly competitive. Businesses not only need to offer high quality products and services, but also offer an experience that keeps customers engaged and loyal. Understanding the customer journey and monitoring sentiments at each touch point can provide valuable insight into what drives customers. A customer relationship management (CRM) solution provides businesses with the information and automation needed to improve the customer experience, boost sales and encourage long-term loyalty.

In this digital era, chances are good your customer already knows about your business or product offerings before they reach out for more information. The very first touch point for a customer is likely your website. After that, a customer will engage with a sales professional, interact with customer service with product or services questions, and work with accounting to make payments or resolve billing issues. For businesses with social media and other online offerings, customers might also communicate or engage on these platforms. These days, customers could interact with many members of your staff using many different channels. Is your company providing an engaging and frictionless experience or are there frustrations that could be impacting customer relationships?

Provide Customers with a Positive, Engaging Experience at Every Touch Point

A CRM solution, like Microsoft Dynamics CRM, strengthens relationships with customers by capturing valuable information from product preferences to buying behaviors across each marketing or social interaction. Your sales professionals can capture customer-centric information within Dynamics CRM, maintaining a single-source for information about product specifications, current and historical orders, and communications. Customer service teams can access this information quickly to respond to customer questions on the spot.

Microsoft Dynamics CRM also streamlines marketing efforts and social media interactions. You can identify the customers most likely to be interested in a certain product or platform preference, and tailor messages that capture their attention. Then, monitor the resulting customer sentiment to determine whether your message has met the mark. With each campaign, you can fine-tune messages and strategize marketing platforms to strengthen your message and customer engagement.

Business intelligence features within Dynamics CRM highlight the metrics your sales, marketing and customer service teams need to be successful. Get to know your customers better and improve the customer experience at every touch point by deploying an innovative CRM solution. Contact OTT, Inc. for more information about using CRM to provide an engaging customer experience and strengthen long-term loyalty.

By OTT, Inc., a Microsoft Dynamics Partner out of Minnesota

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