Managing customer relationship in an effective way is very important given the importance of retaining customers so that they would not switch to your competitors. Marketing, sales, support and feedback are the main arms of CRM.
CRM is important and should not be neglected whether you are doing online or offline business. Here, we summarized top 4 CRM activities that we think will benefit your company:
1)Social Media Connectivity
Organizations, these days, are taking advantage of social media connectivity knowing that the business industry is very competitive, especially because these days, customers can search for information online before making a purchase. So, to connect with the customers, they choose a social media platform. They make use of the online chat system on applications like Facebook, Twitter, Instagram and WeChat to ensure that those who come to them with concerns are quickly connected with someone who can provide solution as they promised to reply within minutes whenever you click on the chat box.
Other than that, they also use the social media to inform their customers about their latest promotions. By doing this, they are able to retain their customers and build a long-term relationship with them as they continuously interact with them to make sure their customers are always reminded of their products or services.
2) Give adequate training to employees
Secondly, employees who are working at the frontline usually have direct interaction with customers so, it is best to provide them with adequate training. This is to ensure that they are equipped with the right skills and knowledge to serve the customers. If you are doing it right, you will be able to inject trust and confidence in your customers, because they can feel a sense of reassurance when dealing with you. So, this means your employees must be competent to perform the service, be polite, respectful and able to communicate effectively with the customers in order to ensure you are able to retain them.
3)Opt-In Email Marketing Tools
Next, opt-in email marketing tools is also an effective way to build a long-term relationship with customers. This is because through opt-in email marketing tools, the customers can also report and submit an enquiry and complain to the email provided on their website. The organization will do a follow-up after that with their customers when they have finished resolving the problem. In addition, this is important in order to make sure that their customers’ needs and concerns are always addressed.
Through this option, company can also send newsletter to make sure that the customers will always keep themselves updated about the company. This is a good way to ensure that your customers are engaging themselves with your company, which in return will help to generate leads and boost your business performance.
Another way to increase customer retention is through membership cards. By doing this, you will be able to bring your brand and the customers closer. This is because by making the membership card available to customers, it will make them feel special as they will be provided with redemption points online and offline whenever they use it. So, if customers sign up as members they will come back to your company because membership cards help in retaining loyal customers as they will do a lot of thinking before making decision to go to other company. Besides, no one will like to miss the chance of being rewarded, especially when they are able to accumulate the points to a certain extent.
Overall, CRM activities do not only benefit the customers, but also the company as well. It is important to pay extra attention in satisfying your customers’ needs and wants. This is because they are the one bringing profit to your company to ensure that your business will be able to survive in the long run. Given all the top 4 marketing activities above, we hope you will be able to understand why and how to do it effectively.