Now, more than ever, businesses are using a customer relationship management system, or CRM, to help manage their online efforts with customers and help keep people engaged and/or guide them to a specific action.
CRMs have features that help you stay top of mind with customers and prospects. The most critical aspect offered is insight into customers’ needs and potential behavior. If implementing this tool is on your to-do list, take a look at a few key benefits that CRMs offer. When used properly, you can:
1. Find the Right Customer
After attracting people to your website through social media or ads, what’s next? You’ve got prospects visiting your website, but what is your business doing to stay top of mind for customers when they have a need? A CRM can track behavior on your website or email campaigns, which can tell you a lot about what a customer is searching for or what they’re interested in. You can use this to your advantage to pinpoint who might be willing to buy!
By delivering personalized messages at the right time, you’ll have an easier time closing the sale. If visitors spend a lot of time on a product page, you can send them personalized messages about that product or remind them it’s on sale. CRMs can help you turn prospects into customers by being proactive with your communication.
2. Maintain Customer Relationships
Your customers have a relationship with you that can impact how they see you. Creating messages on a personal level can help a customer relationship flourish from the get-go. After all, trust is not created – it’s earned. Your tailored messages can make a difference for a customer who’s ready to buy. You can also learn from past behaviors and send targeted messages, such as a “reorder now” email.
CRMs are excellent for following up with customers. Automating emails to ask for feedback or thank them with a promotion can help you connect with customers faster and maintain relationships with them easier.
3. Improve Customer Retention
Having visibility into your customers’ behavior can help your business proactively address unsatisfied consumers and offer them new opportunities that will keep them satisfied. Happy customers always come back for more, which is a win for your business! Take the time to nurture customers, as it’s much harder to acquire new ones than it is to maintain relationships with existing ones. A CRM provides your business with the visibility to strengthen customer relationships that pay off in the long run.
CRM usage increased from 56% to 74% in 2020.
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