Planning A Positive Customer Experience Strategy With CRM

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We are living in 21st century wherein the world is completely digitalised and we certainly have to interact with wide range of different brands . The best part is we have a complete access of all product and services with just a press of button . Custom pre check twice online , read reviews of product / service before taking any final decision to move ahead with it .

As per the recent reports almost 94 % of the buyers conduct some time of search online before purchasing . As google is the most widely used search engine , people use it to search and read online reviews . As a markup , online marketing and branding tool has become an important tool for business to reach buyers at early stages of their decision making .
As due to digitalisation all the information is completely transparent to buyers , their demands are not only limited to best price and fastest delivery , at the same time they are also searching for long term partnership with brand . They are more looking for a sense of personalisation feel with interacting with the brands .
As far as from the organisation point of view , in order to meet the customer expectation they have to follow an approach in which they can give easy and quick solution to issues faced by customer so that organisation can give a sense of customer satisfying and maintain their brand value . For a small business wherein there is limited resources , giving and maintaining a solution strategy is next to impossible . Thanks to software such as CRM while helps organisation of all sizes to get customer experience strategy on track . Lets quickly look at the benefits of using CRM to improve customer experience .

CRM Aids In Keeping Track Of Your Sales Cycle

With the help of CRM system , organisations can easily track their sales and follow up of customers with ease . It also ensures that no deal gets crack in between due to communication gap by automatic reminders , mails and follow up . It also helps the sales team is tracking their sales target , conversion rate and thereby intentionally improves customer experience to .
For instance the CRM system automatically provides prospectus to customers at different stages of sales cycle to give them a personalised experience , which may be related to general product information or past customer case studies .

CRM Also Helps In Storing Previous Customer Interaction 

Most of the CRM solution such as SalesForce CRM or even a custom CRM software development gives facility of sync and storing of emails together with punching of past conversation with the customer in the CRM which allows any person to see the progress through sales pipeline and which can aids you in dealing with the customer accordingly on the basis of past experience and records .
This CRM feature allows organisation to reach directly to customers in case of any issues which are faced by them therefore giving customer a sense of personalisation and satisfaction .
Facilitating all employees access to previous emails and conversation with customers can help to improve customer experience no matter to whosoever customer speaks to .

CRM Act As Helping Hand In Staying In Touch With Customer Regularly 

A CRM software also allow to set up your task and related reminders in CRM system so that it can help you remind and follow up with your prospectus . This helps us making a deeper relationship with customers and thereby increasing the conversation rate of sales .
It is not only beneficial for new prospectus , it also helps you to maintain a stronger relationship which increases the customer interaction rate .
Is is also always been proven beneficial to get feedbacks from customer on your product and services , thereby helping organisation to know about their pros and cons and take right step in improving that cons .

CRM Also Help Personalisation Of Marketing Content 

Apart from storing previous interaction of clients and all , CRM software also helps in creating and sending beautifully crafted marketing content to client directly , which is easily customisable .

End Point

In present world customers are expecting fro every business organisation a sense of personalised experience while buying any product/ services from them .  As a business organisation , a CRM not only helps in keeping track of your sales , but is also remind you to take regular follow ups and track progress , solving issues and more . Improve your customer experience strategy today with the help of Winklix custom CRM software development solution .

Why Manufacturing Business Are In Need Of CRM

Why Manufacturing Business Are In Need Of CRM

When we are talking about manufacturing industry their management are more focused about production and operations management and not on sales and marketing efforts which is also one of the important part in any business organisation.

When we are talking about sales and marketing in digital terms , Customer Relationship Management (CRM) is the term used by us . CRM aids any organisation to surpass customer related information across different department and accommodate customer data from all possible channels .

Lets look at some of the amazing benefits of CRM system in manufacturing industry :

Features Of CRM

Every mostly used CR solution has the following inbuilt feature in it :

  • Contact Management : It enables person to enter customer data , documents , records such as calls , emails , website visit , past order history .
  • Lead Management : Helps managing sales leads which has come from different sources relating to sales assignment .
  • Order History : It enables any organisation to track the customer past order history records , their past interaction thus offering them with the relevant product according to their personalised needs .
  • Milestone Notification : This is basically the progress report of the sales forecasting and person can track the progress report right from leads tills its conversion to its clients .

Are There Features Related To Manufacturing Industry ?

Yes , no doubt these features directly helps manufacturing industry in many ways . Manufacturing department will be able to accurately predict the level of production required for present as well as future demand which they can get prediction on the basis of sales forecasting .

CRM is although always concerned with sales forecasting , but in manufacturing sales department can provide you with the requirement of production volume needed in coming week , month or quarter .

CRM is capable of handling both new leads and handling existing relationship . By having a track record of the order history together with automated follow up with the leads helps predict the future sales by sales department . By this a manufacturing industry management can accurately predict how much inventory and labour is required to fulfil the sales need .

Even in case of non-sales function in manufacturing industry , manufacturer can use CRM to keep record of manufacturing software for maintenance tracking , technical work and more . Not only CRM will assist in tracking sales , it can also be used for getting contact information from various companies in case of last. minute breakdown .

Is ERP  Not Capable Of Handling This ?

ERP system is develop to handle business efficiency through internal department management which aids better working process , employee productivity enhancement and smoother workflow operations . CRM on the other hand focuses solely on customer management .

A fully equipped ERP system for manufacturing industry  are being able to handle accounting , sales order and inventory . Some ERP also comes up with build in CRM module . So some of the companies think they can get all things through ERP using that module , but just for an explain a sales person will by chance get a chance to enter into your accounts or order management module and will get all the information which might not be of any use for your sales employee . Also as the sales employee are less trained , the result might be unexpected from your side thereby affecting your other department functions also.

It is also a security issue to give sales employee a access to internal department ERP , say for instance financial records . Anyways lucky you can contact a CRM consultant who can assist you with choosing the best ERP-CRM integration solution or can develop a custom CRM solution for you .

What Is Goal Of CRM Then ?

The ultimate goal of CRM is to store all pieces of customer related information at one place to maximise customer relationship . This helps to get the most out of marketing and sales and increased customer service and satisfaction . On an overall basis it increases business efficiency .
So do you really wanted to manage your customer relationship efficiently , a professional CRM software consultants will help you with CRM software of any complexity .

Factors That Need To Be Considered While Choosing Small Business CRM

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Well we have got the bad news for you – choosing a right CRM specially for small business can be a confusing task .

When comparing in respect to of the impact of CRM on revenue growth , you would probably get the best decision output . Some of the factors are listed below considering which you will more likely to take more informed decision .

How Fast Your Team Will Adopt CRM

Most of the CRM initiative in the company fails as the company employees fails to adopt it . They may be don’t want to upgrade their existing technology or find a CRM solution a little tidy job . This all will result in CRM investment go down as your employees are actually not using it .

Again if you are thinking of forcefully implementing it in your organisation , it will result in none other than poor quality data , which will ultimately result in downgrade of business leads which you were expecting .

For this a CRM software should be easy enough to be understandable and easy to use as their everyday consumers software .

The best way to overcome with this challenge is :

Choose widely used CRM – Design and user experience attract user to use the CRM solution . If CRM solution is not easy , it will hamper your employee daily routine and familiarity .

Choose all in one CRM solution – Look for the tailor made solution that do the most of the task automatically . Right from sending automated email to easy follow ups , it should be done by the CRM rather than manual taking of process .

Total Cost Of CRM Ownership

Some of the biggest cost while implementing of CRM solution in any organisation is the total cost is not visible at once , but it will be shown up from time to time thus forcing you pay for the CRM and loosing your pockets . Apart from the license fees or one time investment of the CRM , there are actually two other important factors that need to be taken care of :

Cost Of Implementation 

The cost of implementation depends on the vendor you are choosing from . Vendors may be of two types , mass vendors who are providing ready to use CRM solution on monthly renewal basis on the basis of number of user , and secondly the vendors who are offering you custom CRM development solution  in which you have to pay a large amount all at once . Well both the CRM providers are well equipped with tools that helps you get started with setting up the system and start using it .

Cost Of Maintenance And Support

In order to keep the CRM upto date and keep in tailoring according to your needs , you need to necessarily hire a full time CRM system administrator which will cost twice the cost of the licence of the CRM on annual basis . While the custom CRM solution might lake a little lesser .

Scale : Will It be Scalable With You ?

It is another important factor and this factor should be taken care of . Suppose right now your organisation is dealing with only 2-3 staff . What if it scaled up to more than 10 staff . Will your CRM system will be able to provide viable solution at reasonable cost ? You must move forward with a CRM that is ready to scale up with you for the next 3-5 years . Your CRM must have the capability of allowing user to see specific data in CRM , should have advance reporting module with automation module that helps organisation to minimise the most cumbersome task and hard followups . Also your CRM should be flexible enough in case you want to integrate it with other IT systems .

Also Read : Quick Checklist for CRM Software Reliability

Clear Outcome – What Is Your Expectation ?

We are really surprised to know that most of the business organisation are ignoring this step . They choose the CRM vendor without even seeing the output of the CRM implementation practically .

Yes is a critical software which helps you to maintain sales and customer relationship , without which your company pillars will stand nowhere in the marketplace . Setting clear goals and targets is the key to success for any business organisation .

The more specific your goal is , the better decision you will be able to take which means a better outcome . Are you planning to expand your business . They you may be in need of more leads to be materialised in order to increase a win rate , which can be achieved by choosing the best CRM solution .

Choosing the best CRM software development company can yield your growth and return on investment .

Winklix is leading software development company providing SalesForce customisation , Sugar CRM customisation and custom CRM development solution .