While you will come across a
lot of CRM 101 talk in 2017, telling what to do what not, you must
accept the fact that CRM is much more than calling and emailing now.
With AI chatbot being the hottest trend in in this arena, and businesses going highly automated, you know you can't handle customer
only via calling and emails. The world of sales and marketing has
come to much more than that, and what
exactly is what we'll find out here.
What is Customer
Relationship Management about in 2017?
- Selecting the Apt CRM
Remember this one rule of the
thumb – one size doesn't fit all. Even if two businesses are the
same in essence, they are never the same in all aspects. Every setup
is unique in its own way and that is why you can't just pick up a CRM
software or model just because it works well for your competitor. Be
sure to understand the requirements of your business as well as your
audience, only then can you choose the best one.
You've got to figure out what
works best for you according to your audience, their culture and
habits, the demographics, your financial as well as organizational
setup, only to name a few.
- Integrating Marketing and CRM – Automation is the Key
- So, have you already opted for automated marketing? Does your business have the ability to differentiate between SQLs and MQLs? Have you eased the process of sales with marketing? Is digital marketing a major part of your overall marketing plan? If yes, there is no way you could skip automating CRM.
AI
customer service is
something you will have to look into and implement sooner or later
because that is how you will end up integrating the best of marketing
with the best of CRM. Live chat through chatbots, customer support
through WhatsApp and Facebook messenger is something you must adopt
sooner rather than later to get the entire automation process in
line.
- Understanding the Related Processes and Having them in Place
CRM is not a magic wand.
Today, the emphasis on customer journey and feedback is necessitated
just for one reason – betterment of processes. CRM is a process in
its own right, but what will surely ensue after it will be more
processes, better processes that set all the things standing in the
way of great customer support and even greater sales, right.
- Data – This Year is All about Data
Now,
one great thing about using automated marketing and AI
customer service is data
– something that cold calling and outbound prospecting doesn't give
you. And, 2017 is all about data. Like mentioned above, customer
information and journeys are a mine of business possibilities and
success. If you can use that data to the fullest, there is no
stopping you.
CRM 101 – Organize this data
correctly and you will be on the top of the game. Make is so easy to
comprehend and access that you can pull it out and read it in a
moment. This will act as your basic and biggest step to more
conversions through lessons learned.
- Listening Socially
These are not the times to
believe in letting the dogs bark if they may. The times are playing
high on social media. Customers also get back to you through social
media platforms, especially, Facebook and Twitter. And, people have
stuff to say – good and bad.
The key is to listen, both
positives and negatives. While appreciation is always something we
chance upon eagerly, criticism is something you must never leave
unaddressed. Address your shortcomings; revert to criticism in the
most positive possible manner. That is one implicit but great way to
manage your CRM intelligently.
If
CRM 2017 is to be summed up, the biggest lesson to learn is that of
automation. Do you think it's about time you had an AI
chatbot
in place?
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