CRM is an acronym for Customer (client) Relationship Management (gestión de las relaciones con los clientes), que permite a las empresas manage the entire system or customer interaction process. A CRM system is a useful tool in this process as it streamlines operations and supports your relationship management efforts with your audience to drive sales growth and focus on customer retention.
A continuación, veremos los cinco pasos del process of CRM and the role of sales, marketing and support teams in the whole process.
The five steps of the CRM process are:
1. Raise brand awareness
2. Acquire potential customers
3. Convert potential customers
4. Deliver quality customer service
5. Drive additional sales
The first step in the process of CRM is to raise brand awareness through effective marketing campaigns, so that your potential customers are aware of your products and services.
To begin this step, research the demographics, consumer habits, interests and preferences of your target audience. You will also create customer personas to segment your audience into groups with similarities. You can then launch marketing campaigns tailored to the interests of your target audience.
Introducing your brand to a prospective customer is just the beginning of the CRM process. From there, you need to encourage them to learn more about and engage with your company. This is done through multi-channel engagement by the sales or marketing team (or both) through all available communication channels: phone, email, social networks, mail, SMS, etc.
Tendrá que generar contenidos de calidad que capten el interés de su público objetivo y nutrirlos a lo largo del process of compra para aumentar las posibilidades de que se conviertan en clientes.
The platforms of CRM with enrichment tools help you get important information from your website visitors. This makes it easier to personalise your outreach to prospects.
Una vez que haya captado el interés de su público objetivo, el tercer paso es convertir estos potential customers en clientes reales de pago.
To do this, sales representatives must identify the interest of potential customers and, specifically, whether they are interested enough to make a purchase. A CRM system is beneficial in this case, as historical data from previous successful sales can be used to identify the qualification criteria of potential customers.
If potential customers appear to be ready to make a purchase, reps must continue to nurture them and build enough trust for them to convert. This is done through a combination of content marketing and marketing automation. Examples of content include blog posts on key product features, customer case studies and testimonials. Representatives should also use their CRM platform to set reminders and follow-up tasks for potential customers. After all, studies have shown that 63% of consumers need to hear a company's claim 3-5 times before they believe it..
Converting your prospects into customers is great... but the process of CRM It doesn't stop there. To grow as a business, it is necessary to retain these customers through excellent customer support. This can be done through various communication channels, such as email or live chat, and be available to the customer when, where and how they expect it.
According to the Customer Experience Trends Report 2021 de Zendesk, el servicio al cliente es el factor más significativo que determina la lealtad de un consumidor a una marca. A la inversa, un mal servicio al cliente puede afectar negativamente a la reputación de su marca y costarle clientes.
El 49% of customers states that being able to solve their problems quickly is the most important aspect of a good customer service experience. A good CRM provides your support agents with the historical customer information they need to resolve a problem quickly.
El 57% of customers expect to be able to choose between several channels when they go to customer service. The functions of CRM enable relief workers to provide assistance to the victims omnichannel and manage those conversations in a unified view.
With the Appropriate CRMWith the new, easy-to-use, and easy-to-use software, your agents have the customer data and resources they need to resolve customer issues quickly and efficiently. This enables a stress-free and effortless experience for both the customer and the support agent.
Upselling is a sales strategy used to convince existing customers to purchase additional products or upgrades related to their original purchase. You can use your CRM to organise customers into smart lists based on similar purchase histories. Some examples of upselling are to offer guarantees in addition to a gadget.
You can also set reminders to conduct regular check-up calls with regular customers. This is an opportunity to ask for their feedback on the product or service and how they suggest you can improve their experience.
We are Datalyse: a platform CRM commitment to manage a high volume of sales effortlessly.
If you want to help save your company money and time, call us at +44 29 2168 0133 and we will give you a free demonstration so you can see the system working in real time.
Written by Kate, for Datalyse.