Customer loyalty is a key driver of profitability in the age of industry consolidation. Acquiring, growing, and retaining profitable customer relationships will sustain your company’s competitive edge. Today’s Customer Relationship Management (CRM) software has stepped up to provide corporations with a 360-degree view of their customers, enabling them to interact on a personal level and maximize the profitability of the relationship. Here are five CRM trends to watch as today’s CRM solutions evolve to better leverage data analytics to boost sales, streamline processes, and deliver engaging, personalized customer experiences. Delivering Targeted ContentWe live in the age of information overload in which content blindness is very real. Businesses are adapting to this new reality by changing the approach to sharing information. CRM enables businesses to display content in a contextual manner. For example, marketers can deliver targeted content to customers based on where they stand in the buying cycle. By personalizing the content based on the individual’s unique profile, brands are finding that their content is up to four times more effective than the traditional campaign approach. Tracking Mobile Users' MovementsThough still in its infancy, geo-location technology enables marketers to track the movements of customers via mobile phone signals. CRM software works hand in hand with mobile technology to identify patterns and deliver relevant content via a beacon that sends push notifications based on a customer's specific location. The ability to track a person's physical movements adds a new dimension to data analytics. Retailers, for instance, can now see which customers have visited their stores more than once, which paths they follow in and around the stores, and send targeted notifications based on their behavior. Offering a Better Experience for CustomersThe customer journey has evolved into a series of micro-moments. Ideally, each one of these micro-moments should be a positive, meaningful interaction between a customer and the brand. Sharing knowledge and engaging with customers through every step of this journey is how today’s brands increase loyalty levels. CRMs offer the means to create these seamless customer experiences because they hide tedious transactional points and promote personalized interaction. Addressing the Needs of Each CustomerBy personalizing their approach to customer interactions, companies can engage with their customers more often and more meaningfully. CRMs provide the customer insights that can then be used to deliver tailored, proactive services that makes customers feel valued. According to CRMTrends.com, the key to developing a successful new customer experience is to develop a response to a customer need that is unique, compelling, and adoptable. A response so attractive that customers are willing to change long-standing, often deeply ingrained behavior. Targeting Customers Across ChannelsCorporations can use an omni channel approach to improve their customer experience. This cross-channel business model enables contact with the customer through multiple avenues at the same time. CRM makes it possible to orchestrate these multi-channel engagements while remaining consistent between the channels. At the same time, CRM helps marketers tailor their message for each channel and offers a customized experience based on the channel being used. About AllianceTekAllianceTek helps companies implement strategies unique to their businesses. We employ a global team of more than 100 skilled developers and consultants who approach every project holistically, providing around-the-clock attention to comprehensive, scalable, and extensible development roadmaps. AllianceTek specializes in Salesforce CRM integration, Microsoft Dynamics CRM integration, Siebel CRM integration, Sugar CRM integration or Microsoft Dynamics CRM integration, and, if necessary, can implement a custom CRM development solution.
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