How to improve customer relationship with CRM
One of the recurring questions in the routine of those who open a business is how to improve customer relationships. After all, recovering a lost customer is almost impossible, while selling to someone who has already bought from you is the easiest.
For that to happen, it is necessary to have a good relationship. In addition to friendliness in service and proactivity in solving any problems. But how to quickly discover and avoid these problems and demonstrate proactivity to your customers?
A CRM may be what you need to achieve that goal and generate extra income for your business. In the next sections, we will show you the main features of a CRM system that can help you in this relationship.
In addition to the functions, we will also comment on the main advantages of adopting this type of system, essential for those who are looking for how to improve customer relations.
Check it out below!
Tip: already know what a CRM is and are looking for a solution? In that case, I recommend that you click on the link right now and sign up to try PipeDrive for free for 30 days!
Main features of a CRM
There is no lack of functionality in a CRM system. Even the leanest have everything they need to manage their relationship with customers.
Despite having many functions, we decided to show only the three that we consider vital for anyone who needs to improve their relationship with customers as quickly as possible.
Can't take any more losing a customer for lack of better management in the relationship? Whether you're working from home or back in business, these CRM systems can be the key to improving your results!
Perhaps the main reason why CRM systems are contracted. Every registered customer has a track record, which is also fueled by you or your sales department.
In this record, you can find out what was the result of the last communications you had with that customer. Complaints, needs, scheduling meetings, useful information to close a sale, among many others.
Knowing the current situation of a customer – or even if he needs to be contacted again – is essential to maintain a continuous relationship and to improve the relationship with customers. That is, to keep in touch with this client and do the traditional follow-up.
Historical information is not just there for consultation. It is through them that you will be able to place all your contacts in the sales funnel.
This concept, which is also called the marketing funnel, places each contact on your list in one of the three stages of that funnel. There are several methodologies for dealing with the sales funnel, but the common thing is that your contacts are in one of these three stages:
- Top: is not yet a contact for your company and does not know you. At most, you've seen content, but without interacting;
- Middle: can now be considered a contact, but not a customer. It is for him to send exclusive content and eventually send offers;
- Bottom: has a relationship with your company and considers buying with you. You are only a few steps away from the sale and you just need a push – which you will give through offers – to become a customer.
Metrics for evaluation
CRM systems usually have features that cover all aspects of their relationship with customers. Including metrics for performance evaluation. Don't leave this assessment aside!
It is with these metrics that you will be able to assess how your customer service is doing. In addition, the metrics will show whether your new strategies to retain or conquer are working.
See some metrics that are usually available in CRM and allow you to evaluate how to improve customer relationships:
- Number of new leads obtained in a given period.
- Number of new proposals sent to a customer in a given period.
- Number of problems resolved in a given period.
- Number of unresolved problems.
- Number of reviews sent by a customer.
Did you learn how to improve customer relationships?
As we mentioned at the beginning of the article, the relationship with your customers can be the difference between having a financially stable business or always depending on how many sales you make that month, which is very dangerous.
CRM stands for customer relationship management in English. Therefore, its natural function is to offer you a complete platform to carry out this administration, improving your processes and, consequently, your relationship with customers.
Don't you know many CRM systems to implement in your business? Then we invite you to get to know PipeDrive!
This system to manage your relationship with customers brings all the features that we mentioned throughout the article. In addition, it records all communications you have had with a customer, such as exchanged emails and calls. PipeDrive also has an agenda, where you can find out the appointments and meetings with customers on the day and week.
Finally, it is worth mentioning one of its most useful features. Through artificial intelligence, you can integrate PipeDrive with other apps used in your company, send notifications about appointments and the possibility to automate the execution of repetitive tasks.
Want to do a PipeDrive test? Then access the link right now and register to take advantage of 30 days of FREE platform tests!