Understand 3 CRM Concepts for Your Business to Succeed!
Learn 3 CRM ( Customer Relationship Management ) Concepts for your business success!
Establishing a good relationship with customers is very important for businesses to meet their needs. Therefore, businesses must make customers feel cared for, one of which is through CRM . The concept of CRM (customer relationship management) builds customer relationships based on a combination of people, processes, and technology that is able to understand a company's customers.
The 3 successful CRM concepts applied to a business are as follows:
1. Customer satisfaction
2. Customer Happiness
3. Customer loyalty
What is the CRM Concept?
The concept of CRM is the process of building customer relationships by combining people, processes and technology. The ultimate goal of CR is to increase sales and build customer loyalty .
The basic concept of CRM lies in the willingness of businesses to increase customer loyalty and satisfaction without increasing costs and time. When a company can't understand its customers, it can't keep them loyal customers. Meanwhile, companies that are unable to retain customers cannot survive and win business competition.
What is the Purpose of Applying the CRM Concept?
CRM aims to help companies using technology and human resources to gain insight into customer behavior and value. Where CRM manages all interactions between businesses and customers.
From customer interactions data can be collected that is useful for understanding customers and creating a pleasant customer experience . In addition, CRM also helps businesses unite information about customers, sales, marketing, and customer service . There are several types of CRM and CRM modules, which can be adapted to the needs of the company.
What are the benefits and advantages of implementing the CRM concept for companies?
CRM helps businesses build better customer relationships. This will have an impact on increasing income. In addition, CRM can also record every business interaction that occurs with customers. Thus, every staff in the company has the same knowledge about the customer,
The CRM concept helps your business to:
• Increase work productivity and effectiveness
• Monitor team activity and interactions with customers
• Provide analysis and sales reports
• Shorten the sales cycle
• Assess team performance
• Provide products and services to customers so as to increase their satisfaction
• Increase efficiency in serving clients
• Increase marketing
How to Run the CRM Concept?
The concept of CRM is to build good relationships with customers. Where with this good relationship you can achieve your main goals in doing business. Therefore, implementing CRM is the right investment for a better business future.
The following are the keys to business success in implementing the CRM concept, including the following:
1. Providing Customer Satisfaction
In business, customer satisfaction is measured by looking at how the products and services offered by the company meet customer expectations. Customer satisfaction is a key performance indicator (KPI) in business. With CRM software , you can easily manage company KPIs.
Offering good and quality products is not enough. You have to know what the customer's expectations and needs are and establish a good relationship with your customer.
2. Creating Customer Happiness
When your business service is good and satisfactory, customers will come back and they will bring new customers to you.
According to Mark Stevens, a happy customer will tell 4-5 people about their positive experience, while a disappointed customer will tell 9-12 people about their bad experience.
This statement explains the importance of keeping customers satisfied and happy so that your business can grow.
Good service will differentiate your business from others. You can beat the competition and earn income. You can also use this to assess employee performance.
3. Build Customer Loyalty
Customer loyalty is the key so that an individual with relative behavior can become a regular customer. This is influenced by social norms and situational factors. Individual cognitive and affective behavior can affect loyalty and the consequences of motivation, perception, and behavior.
The key to the success of a business is having regular customers. Many businesses ignore customer loyalty by looking for new customers. In fact, attracting new customers costs more than maintaining relationships with old customers.
Tips to Build Customer Loyalty!
One of the objectives of the CRM concept is to build business loyalty. Where customer loyalty is very important for business. To build customer loyalty with retail CRM, here are the steps you can follow:
• Communication: Communication can be done with email newsletters , social media, or email marketing.
• Customer service: Provide the best service and meet customer needs. Make sure your customer service staff do the same. Customers will remember being served well.
• Employee training: Train your employees so they can interact with customers as expected. Empower employees to make decisions that benefit customers.
• Customer incentives: Give customers a reason to come back to you. For example, create a customer loyalty card by giving a buy 10 free 1 promo.
• Product awareness: Know what your regular customers are buying and make sure the product is always available. Add products/services related to the product. Also make sure the staff understand the product well.
• Reliability: If you say a product will be available on Monday, make sure it actually is on that day. Keep promises so customers can rely on your business. When there is a problem, make sure the customer knows about it right away and compensate for the inconvenience.
• Flexible: Try to handle customer complaints as much as possible. Avoid sentences like "It's company terms" which can reduce customers.
• Remember their name: Remembering a customer's name makes them feel valued and creates a personal connection with them. Try to remember the names of your regular customers or at least remember their faces.