What is CRM?
Many people think that CRM is software. But it’s far more than that.
Customer Relationship Management is about blending technology and strategy to guarantee great customer experience.
A bitter let down
A guy in our office recently ordered a cell phone from a tele-sales company. Their marketing was excellent and they had created a strong brand that he trusted. The salesman on the phone was very knowledgeable. His easy manner made buying a simple process.
But when it came to receiving his phone, he had a different experience. On opening his package, he realised the phone was completely different to the one he ordered. When he contacted the company to correct things, nobody seemed to care. It took him a long time to get the company to deliver the phone he’d actually bought. When they eventually did, he vowed never to buy from them again.
Customers are lost through experiences like this.
It doesn’t matter how good certain teams in your business are, without consistency across the four touch points, you’ll always hemorrhage customers and revenue. This is where Customer Relationship Management comes in.
CRM gives you this consistency. A good, functioning CRM system provides great customer experience – right across your business. And because customers have a good relationship with you, you’ll be able to keep hold of them. This creates up-selling and cross-selling opportunities. Selling to current customers is far easier than attracting new ones.
Great customer relationship management doesn’t happen overnight. It’s a journey. But it’s a journey every company needs to be on.
At The CRM Team, we are experts on this journey. Whatever stage you have reached, we can assist you to get to the next one. See which stage you are at.
Don’t miss more articles by The CRM Team
Microsoft Dynamics 365- Ignites with new enhancementsMicrosoft Ignite 2021 took place from the 2nd to 4th March and was attended virtually by over 45,000 people around the world. Along with dozens of announcements there were a number of exciting enhancements made to...
Drive personalized interactions with real-time customer journey orchestration Faced with a historic level of social and business disruption, companies have been forced to respond quickly and strategically to meet the challenge. To help address this challenge, and...
The CRM Team and Simple join forces! Empowering marketing, to deliver a brilliant customer experienceLondon and South Africa, March 04, 2021: The CRM Team, expert implementers of world-leading customer engagement technology, and Simple MRM Ltd, enablers of...
Discover More Stories