5 Tips for Successful CRM Implementation

 Businesses across the globe today have realized the importance of CRM and have included it in their business intelligence strategies. Though most companies fail to leverage the complete benefits of their respective. CRM and certain features are left unexplored to their full potential. An efficient CRM with its full potential is essential for any customer-centric enterprise to stand out in today’s competitive market. 

Implementation of a CRM is indeed necessary for companies and this has to be done accordingly so that it can fill the gap caused by the lack of a customer automation platform. CRM implementation is nothing but the process of installing CRM software so that an organization can seamlessly manage its current and potential customer relationship as well as daily operations. A successful CRM implementation will help businesses in analyzing their customer interactions, track leads, manage tickets, order management and streamline all the processes. 

5 Tips for successful CRM Implementation

Here are five useful tips to ensure a successful and efficient CRM implementation for your company.

1. Recognize the gap and solve the problem

The first and most important step is to understand where and what the problem is. Choosing an efficient CRM that suits your business is not really an easy task but needs good planning and teamwork. Discuss with your team and answer questions like what are your customer pain points, strategies to tackle them, the amount of time invested in solving a ticket, number of tickets being resolved, etc. choose a help desk software like Kapture CRM that can automate your daily operations and streamline your process for ensuring a smooth workflow. 

2. Customize the System at all levels

Not only your customers but your employees as well as business strategies should be customized. A Customizable CRM is very important for every customer-centric enterprise to implement a CRM that will fit into their business strategies. One of the best tip for successfully implementing a CRM system is to set up the system according to your business process. This will also further help in providing personalized marketing ideas to your customers.

3. Set up Internal Guidelines 

A CRM system’s working depends on the data we input into it. This is why it is essential to set common usage guidelines. Information like adding customer data as well as giving access to this data to everyone is an important step that should be implemented carefully as it needs to be highly secured and private. This is what completes a successful CRM implementation. The CRM usage guidelines should be readily available and companies should ensure that it states what, when, and how needs to be done in the CRM system.

4. Provide Sufficient Training

The CRM that your company adopts is what every employee irrespective of the position uses, especially those in the customer support sector. It is important that each user is familiar with its complete potentials and features to leverage its full benefits. Companies should also include an introduction to your CRM system in the onboarding process for new employees to understand how the software works in the back end. 

 

5. Ensure the CRM Suits your business needs

Last but not least the most important part is to implement a CRM that suits your business model and fills the gap. So it is important to research, discuss, and think before investing your amount into a CRM software that your company needs. 

CRM is, indeed an adoption of a brand new way of thinking from your customer’s point of view, of a customer being at the heart of the business and all information is kept in one centralized database. It is a strategic business approach that unites technology, internal processes, employees, and data management across an entire organization, with an aim to maintain good customer relationships. These tips for CRM implementation ensure that your company chooses the right software that suits its strategies. 

Use cases and benefits of a CRM for B2B businesses

In this era of digitalization and technology, B2B businesses strongly need to invest in their marketing strategy to stay ahead of the competition in today’s market. With the gradual increase in global competition, businesses need to have an efficient strategy that imprints their brand name, image product, and services in the market. To implement these strategies more and more B2B organizations have now started leveraging a customer automation platform like a CRM. 

CRM’s like Kapture automates their everyday operations and help businesses to connect with their potential customers efficiently. With excellent tools and intelligent features, CRM’s can help businesses along in terms of revenue as well as productivity. This can be by attracting customers, extracting important information on leads, and mapping unique flows through the customer journey.

According to statistics, “today, 97% of B2B organizations are using CRM tools. Marketing experts say that B2B businesses will only continue to invest in CRM-based systems.”

What exactly is B2B CRM?

CRM or Customer Relationship Management in B2B refers to systems, technologies, strategies, and processes that help B2B companies manage their relationships with existing and potential customers. thought of as a strategic way of understanding and delivering on business customers’ needs at each stage of their journey. An intelligent CRM helps businesses in understanding their customers deeply and this helps them in providing a seamless customer experience. This comprehension is a necessity especially in the B2B field because the nature of customer relationships is complex and the need to connect with customers for creating a good customer base is important. This is where the importance of a B2B CRM comes into play. 

Benefits of B2B CRM for your Business

There are several reasons why B2B businesses adopt a good CRM. Here’s the answer t what advantages B2B CRM brings to your business.

1. Implement Data-Driven Decisions

B2B Businesses are driven by data and this plays a vital role in predictive lead scoring which eventually allows the sales departments to define which leads are the best-qualified, based on their previous behavior. With an excellent CRM, it is easy to leverage customer data and understand the exact pain points as well as the nature of your customers. Kapture CRM provides a detailed cloud customer database that helps organizations in storing, sharing, and leveraging useful customer data for decision making.

2. Implement Targeted Marketing

Personalization is one of the major benefits of CRM for B2B business. CRM systems help companies create highly personalized marketing campaigns and content that reach out accurately to the target audience and aim at the exact pain points of customers. With the help of a CRM that personalizes your marketing efforts, employees can easily reach out to their potential clients and focus on communicating with them. 

3. Manage On- field and Off- field teams efficiently 

Communication with on-field and remote teams is not so easy and it requires a smooth collaboration to manage both the team. There might be a shift in timezones or locations and what B2B businesses need is an effective CRM tool to manage your team on the go. CRM’s like Kapture with Omnichannel support system provides a cloud online dashboard where they can view and manage tickets anytime, from anywhere across the globe. These are some of the advantages that B2B CRM brings for the growth of your business. 

Some of the best B2B CRM strategies include:

1. Customer Segmentation: Segmenting your potential customers by leveraging the customer data and implement targeted marketing accordingly. 

2. Real-Time Conversation: With Self-service portals and using social media integrations engage with customers on a real-time base and manage interactive sessions to create a loyal and rich customer base. 

3. Leverage Customer Feedback: with the available customer data and analytics, review and analyze your customer’s feedback to enhance your product strategy using a CRM. 

In this competitive market where customer expectations are increasing day-by-day, B2B businesses must leverage the benefits of an efficient CRM that suits their business intelligence strategies to scale their business to heights of success. 

Leveraging big data to optimize your customer engagement strategy

  

 

Data has become the core center of customer-centric enterprises today. Understanding customers is of utmost importance for all businesses to optimize their customer engagement strategy to reach heights. And in this digitally driven world, the best way to get to know your customer’s likes and dislikes is to leverage big data. It is important to know how to use big data to improve your customer experience. 

 

 

What is big data?

 

Big data is nothing but data that is very large, unstructured, and time-sensitive. In customer support, the entire data that is collected from all the digital devices and platforms used by your customers such as websites, social media, call centers, chat, etc. are the big data. Enterprises across all industries are relying heavily on this data to enhance their customer engagement strategy as well as experience. 

 

How can Big Data improve customer experience?

 

Customer experience is the fuel of every enterprise today and businesses are striving to enhance their strategies to meet the increasing demands. By leveraging big data, companies can provide them better customer experience which will eventually increase the CSAT rate. By using big data companies can examine the world from the customer’s point of view, organizations get to know their customers a lot better, which helps in minimizing the gaps that needed to be filled in their marketing strategies. Big data helps marketers improve strategy leading to better engagement through more personalized campaigns, communications, and stronger relationships. 

 

So improving customer experience through big data analytics takes a strategic approach. Here are a few ways in which Big data can help leverage customer data. A detailed customer database can be an asset for your business in enhancing your relationship with your repeat buyers too. 

 

1. Help in customer retention: Retaining an existing customer is the best way to boost your company's ROI. By leveraging the big data of your customer's past experiences, pain points, and purchases you can easily build a content engagement strategy. CRM like Kapture helps you in this process with some of its intelligent features like a secured cloud customer database. 

2. Deliver relevant content: Content marketing can drive a huge amount of organic traffic and also helps in enhancing customer experience very well. With big data, companies can extract real-time customer behavioral data. This will help writers in easily curating their content according to the buyer’s journey and in finding the right solution for their problems during the process. Businesses can monitor social media and other platforms to see what challenges their customers are facing and then pull out relevant content to share with them. This is a great way for improving the customer experience through data analytics. 

 

3. Performance analysis: A major part of the purchase and sales is shaped by support retailers. It is important to check your agent’s overall performance and keep track of their engagement record insights. Big Data will help you in keeping a record of their engagement and work records. 

 

4. Customer Segmentation: By Segmenting your customers based on demographics, age, preferences, purchase history businesses can understand their customers more. With cloud-based customer data management systems segmenting your customers is now everyone’s piece of cake. Harnessing the available big data and analyzing it accordingly it is easy for companies to create an organized customer segmentation strategy. This is the answer to how do you leverage data to develop a strategy and enhance the customer experience.

 

With the advancement in technology the needs and demands of customers also starts increasing at a fast pace. To meet up these high expectations and stand out in the crowd enterprises should ensure an effective customer engagement strategy. By leveraging big data to optimize your marketing strategies and scale your business to heights. 

 

 

 

 

 

Leveraging customer feedback to build a better product strategy

Customers are merely the people who matter the most for customer-centric enterprises across the globe. With the rise of technology and increase in customer needs and demands, businesses are constantly challenged to stay ahead of the competition by designing new products, bringing new ideas, implementing new strategies, and using customer feedback to build better product developments. Better customer experience is the ultimate goal for enterprises and to achieve this an efficient customer feedback strategy will help.

According to PWC, “When products and services come with great experiences, consumers are willing to pay up to 16% more.” 

 

What exactly is a Customer Feedback Strategy?

Customer feedback is nothing but the information provided by your customers about whether they’re satisfied or dissatisfied with a product or service. It can also be in terms of the general experience they had with your company. 

A customer feedback strategy means the ways and methods that enterprises incorporate to collect and leverage feedback from their loyal customers. This can be through surveys, calls, social media posts, etc. With CRM’s like Kapture collecting customer feedback and leveraging data has been an easy cakewalk for most businesses. 

How to Leverage Customer Feedback to drive product innovation?

One of the best benefits of a well-planned customer feedback strategy is that it helps in product innovation and development. It is important to know what your customers think about your products and services to enhance customer satisfaction and provide valuable service. Once you are aware of your customer’s pain points while dealing with your product or services, it becomes easy for you to develop and improve your products accordingly. Your loyal customers can offer a complete analysis of your product and services which in turn helps you to learn about the strength and weaknesses of your product. Once you start leveraging customer feedbacks you will be aware of their expectations and make advance improvements for the future. This will also help in saving them valuable time and resources that are otherwise wasted on developing unsatisfactory products. 

Here are a few steps to channel customer feedback into product innovation.

• Analyze customer data: A customer database is more than just demographic and behavioral information about your customers. It is also the best resource to understand your customer’s exact pain points, needs, demands, and expectations from your business. CRM’s like Kapture provides a well-secured cloud customer database and by analyzing it, you may discover major gaps or opportunities for more detailed implementation of a customer feedback strategy. 

• Be Socially Present Everywhere: With multiple social media platforms popping up every day. Companies need to expand their social presence and be present everywhere. Your potential customers have the liberty to choose their preferred medium of communication to report any queries or feedback about your business. With an Omnichannel support system, businesses can enhance their social presence and leverage customer feedback on a real-time basis. Social media interactions are also an effective way to enhance your customer experience strategy.  

• Make analyzing collected feedback a part of your business intelligence strategy: Analyzing customer feedbacks and keeping a track of the gaps that need to be filled should be a daily routine for all customer-centric enterprises. Including analyzing results into your business model will help you leverage the most from customer feedback. These are a few important strategies for effectively handling customer feedback. 

Now as you know how to use customer feedback to build a better product, here are few tips for leveraging your customer’s testimonials effectively. 

• Surveys that are meant for a purpose in enhancing your customer’s experience and help you receive feedback about your product strategies. 

• Ensuring a complete social media presence and interacting with customers on multiple platforms. 

• Polls with specific questions that enable product managers to obtain quantitative feedback about customer sentiment.

Having a loyal customer base can benefit businesses in several ways like promoting your business with positive word-of-mouth. If companies are unaware of what satisfies their customers, and what needs to be improved, then a loyal customer base ceases to be a dream. So, it is of utmost importance for businesses to implement a well-planned customer feedback strategy and ensure that every voice is heard and considered. To stay ahead in this competitive market customer-centric enterprises should ensure that their product development strategy is partly driven by valuable feedback from their customers. 

What is Customer Service Automation?

Receiving the same customer queries like “Unable to login”, “How to change my account settings”, the bombardment of plenty of emails, tickets, phone calls and chat conversations can be tedious. These manual tasks can be time-consuming and would decrease the efficiency of teams working on them. 

This is where customer service automation comes into play as it is the process of automatically carrying out customer service tasks, from handling connectivity issues to sending follow-ups to customers. Customer service automation aims to decrease the human efforts in the monotonous tasks which can be used in other important tasks.

How can it be achieved?

Customer service automation can be achieved using AI tools and technologies, including chatbots, text analysis, knowledge base, canned responses, customer self-service portal, workflow automation, IVR facial recognition and others. Modern CRM and helpdesk software are equipped with the mentioned technologies. 

Why is Automated Customer Service so Important?

Chatbots and AI-powered Customer Service Automation CRM and helpdesk software can automate essential parts of customer service functionality. When certain processes are automated customer service organization becomes more efficient and the experience of both agents and customers more pleasant.

Some useful statistics to be noted:

• Accenture says that 61% of customers stopped doing business with at least one company in 2017 because of poor customer experience.

• It’s estimated that by 2020, 85% of customer service interactions will be automated.

• 77% of consumers report having used a self-service support portal.

Benefits of Customer Service Automation

Customer service automation helps you respond to customers faster and resolve issues more effectively. Here are some of the ways customer service automation benefits your business.

Automates workflow:

It allows you to set up specific workflows and processes well in advance. It helps you to put in best practices which expedite your team’s work. 

• A chatbot is one of the finest technology used to automate customer queries by taking an appropriate course of action. Customers need not wait in queues to get answers to their questions.

• Live Chat technology enables you to loop through human agents if the issues are not resolved.

Automated customer service brings consistency in the workflow.

Automated ticket routing:

A ticket management system helps in automated ticket labelling and routing.

•  It starts working right from receiving tickets from different channels such as SMS, Facebook, calls, chats etc. to classifying the tickets based on the priority to routing them to their respective departments.

• It takes off the burden of manually segregating the tickets and labelling them to send to different departments.

Leaves no room for human error:

• Customer service automation removes or minimizes the possible human errors thus saves your time and effort. 

• An ideal Customer service automation CRM consists of all the significant data that helps customers get their answers without any mistake.

Customers need not wait:

• When we talk about traditional customer service, the most common scene is customers waiting in the queues for their queries to be addressed. But when it comes to customer service automation, the wait time is minimized by using AI technologies like chatbots.  

Enhances customer retention:

• Imagine a customer able to get the most out of your products and services, isn’t it a happy thing to think of? Yes, a customer can get access to most of the functionality of a Customer Automated CRM that gives a pleasant experience to the customer and makes him stick back to your business. When customer satisfaction levels are increased customers are retained. 

Allows human agents to utilize their time

• It is often seen that agents keep responding to the repetitive queries of customers. But when your customers have a chatbot to respond to queries then they are saving their precious time and can invest this time in something at priority. It adds up to hours and days saved in a year.

Need not hire more employees

• When your business has limited funds or small office space then hiring more number of employees is not always profitable. But having a live customer support help desk software can be quite affordable. 

Conclusion

Customer service automation enables you to offer faster and better support at the same customer acquisition cost. Today when anyone thinks of a problem, they think of finding it on google at the very beginning. Today's customers are just like that, if they have an issue with your business they would like to find an answer on your CRM only then it can be using FAQs or chatbots. Well, this can be achieved by getting your business automated using customer service automation.