Does your customer relationship management (CRM) solution get in the way of implementing your customer relationship management strategies? Let’s take a look at why an effective CRM solution provides integrated communication.
A Need to Know
Before communicating with a customer or potential customer, wouldn’t it be nice to have the complete history of communication right in front of you? If you’re in sales, it would be good to know what marketing collateral has been sent and when. It would also be helpful to know of any outstanding customer service tickets that pertain to the person you are contacting, so you don’t get blindsided.
Too Many Tabs
Customers receive communications from sales, marketing and customer service, and these contacts could come in the form of phone calls, e-mails, text messages, or even face-to-face conversations.
Many software solutions from CRM providers require users to navigate to different screens to view various types of contacts from different departments. This causes delays and confusion, and makes it easy to miss vital information.
A Single Screen
An effective CRM software solution will display the entire communications history with a customer or lead on a single screen. A chronological listing that displays the type of communication could be critical in gaining a sale or maintaining a customer because information is readily available to all departments.
By displaying the communications history on a single screen with the author and details in front of you, the productivity of your customer service personnel – from sales to marketing to customer service – can be increased. Without the hassle of navigating from screen to screen or tab to tab, they can focus on real customer relationship management strategies, like meeting customer needs and increasing profitability.
With all the essential information at their fingertips, they can approach customers with confidence. They can also coordinate communication more easily, making each contact more effective in moving toward a close.