Improving Customer Experience (CX)

How To Improve Customer Experiences By Harnessing Data?

Every customer-oriented organization wants to consistently deliver exceptional services consistently wow customers and make them stay connected forever. However, the achievement of this goal is often unrealistic and challenging, especially when critical business data is stored in silos and cut from each other.

For an organization to delight customers and redefine customer journeys and experiences, all customer data need to be connected and streamlined. This is where Customer relationship management (CRM) steps in by providing a 360-degree view of customer data and insights.

Let us find how connected data is turning out to be a complete game-changer for organizations across the globe when it comes to transforming the customer experience (CX).

Regularly stay in touch

A study by Microsoft concluded that the human attention span has cut down to just eight seconds, which suggests people now want an easy and fast answer to everything. Unfortunately, this unprecedented demand for constant connectedness and quick satisfaction makes it increasingly difficult to retain the attention of a customer for a long.

Core CRM functions enable organizations to schedule follow-up calls, social media messages, email newsletters, and other forms of bulk communications. This helps them stay connected with the customers without losing their primary objective of making profits while cutting down on administrative and other costs.

CRM systems help organizations understand the needs, expectations, and preferences of their customers and which promotional strategy is delivering the best results by tracking every interaction across multiple touchpoints. This eventually helps organizations proactively improve or redefine their business strategies.

Online Self Service

Through web portals, your customers can easily find solutions, explore knowledgebase, update information online, make service requests, and check the status of their complaints or service requests. Integrated portals mean that customers of your business can log and access cases anytime from the comfort of their home or office with just a few clicks just like they are handled with a CRM system.

Customers no longer have to wait endlessly on phone calls or wait for days to receive email replies from your customer service team. If this is not all, web portals offer a new channel to help customers transact as and when they want, on their terms.

Respond quickly and proactively

Agents are empowered to access a 360-degree view of customer orders, preferences, buying behavior, service requests, and feedback collected through multiple platforms and channels with a CRM system. Using this information, better sales and marketing decisions can be made to win and retain customers. This is also helpful to provide an early and proactive resolution to the feedback, service requests, and complaints (if any) of the customers that, in turn, improve customer satisfaction and brand loyalty.

Give Customers What They Really Need, Deserve, And Expect

Since complete relationship data is in a unified place, account managers are better positioned than ever to review activities and initiatives. This streamlining of data helps them better leverage invaluable insights for anticipating future requirements and making informed recommendations.

Organizations can even connect CRM with an Enterprise Resource Planning (ERP) or accounts system to assist account managers to explore feasible and rewarding financial relationships. For instance, what is the outstanding balance, what was the last order about, and what are the favorite products and services usually appreciated by the customer?

Connecting performance data and usage in CRM that is captured from the supply of equipment to customers can also help in redefining the approach to maintenance and business continuity. Organizations can even leverage the combination of active monitoring and automated processes to trigger field service visits or follow-up calls proactively when maintenance work is required or potential issues are identified.

Conclusion

In recent years, many studies have concluded that customer experience is the primary differentiator for customers globally, especially when it comes to buying a product or selecting a service and not the actual price, product, or service. If you want to make profits consistently in a sustainable environment, it's time for you to make customer experiences memorable and delightful, consistently.