How do we connect with our customers and keep them happy and engaged?

Engage Customers

Applies to:

All customers from internals to externals, Customer relation customers, customer of customers

Common Causes/Issues:

Funnel vision CRM has 4 Key takeaway: The four stages of the sales funnel are awareness, interest, decision, and action. These stages are meant to optimize your sales funnel and compel leads to become customers. The problem is once we do get these customers what happens next, how do we keep the relationship strong? The connection ends there. The CRM needs improvement when it comes to the customer relationship base.

Solution Overview:

Many Companies may have the right intentions but what they need to solve is that their CRM has to solve the relationship factor. To solve the issue of keeping customers happy here are a few things that should be considered when creating a site for customers in CRM: Customizable, Customer centric and Craft the platform to keep customers Content.

Tactical Rundown:

Below is a high level run down of what the company must do to think carefully in improving the customer experience.

Run a complete Audit of competitors and what they are doing. This way you stay in the running or be at the top of your game. Below is a sample of a competitors analysis chart.

Arlyn - Competitor Analysis

2. Outline the current sales process so that you are able to visualize your interaction with customers down to the process of acquiring them as a true customer.

3. Defining the CRM Goal, so that your ultimate goal is to cause buyers to want less friction. It should be based on buyer empowerment not seller enablement.

Arlyn -- SMART

4. Leveraging CRM data across all departments so that everyone is made aware of everything. Efficiency and Productivity can go hand and hand.

Arlyn - CRM

5. Build a better customer base by creating a customized customer experience.

6. Reduce Cost. Don’t get into the ‘Frankenstein’ effect. All these companies have too many departments that customers have to go through to get to where they want to go. The time and money spent should be seamless.

7. Track your team’s performance to make sure that they are hitting their targets. By having an accountability factor, this would help keep the team's overall goal of CRM strategy intact.

Arlyn - BUDGET

At the end of the day CRM is made possible when the company works together to have a strategy. By going through a plan with everyone on board this will be a good way to work on creating a stronger path in learning how to keep customers happy.

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Send me a note to let me know your thoughts on what CRM means to you. Do you think CRM can improve the overall customer experience? ac1121@wayne.edu

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Created by Arlyn S. Batchelder at https://www.linkedin.com/in/arlyn-batchelder-30330714/