It might pique your interest to know that a change is on the horizon when it comes to managing customer expectations. The overwhelming nature of change and advancement in the past 10 years has turned the business world upside down.
Digital transformation and recent leaps in technological advancement are the key factors that have propelled a phenomenon known as customer revolution. Like any other revolution, the changes brought on by the “customer revolution” have created a breed of more knowledgeable and social customers known as Customer 2.0.
The consequence of this highly-engaged customer emerging in the market is the devaluation of price and product as reasons for business. While these are still at the core of why a customer chooses you over your competitor, they are certainly not the only main ones.
In this day and age of business, customer experience has become the key factor. When it comes to managing customer expectations, it is the experience you provide them that matters. Failure to do so will only end in potential customers turning away from your business.
The Dawn of CRM
As the customers, there has been a significant amount of change in the world of business tools. From social media to web design and marketing tools, businesses now have access to a number of platforms that allow them to retain and attract customers while meeting their changed expectations.
CRM or Customer Relationship Management is a long-standing concept that took a new definition as Customer 2.0 became a much truer reality. From just being a glorified database, CRM has now become an indispensable platform that enhances customer experience.
Since CRM platforms are designed to centralize customer information and provide agents and users a 360-degree view of the customer and their case, you will have their purchase history, emails, correspondence, comments, financials, and everything else for their case at one point.
All of this, along with a number of other features makes CRM platforms a valuable asset for every company who is looking for a more effective and results-driven way to manage customer expectations.
Solastis is one of those vendors that realized the potential of the CRM platform. Over years of cultivating personal experience and industry expertise, Solastis has created a CRM+BPM software platform that has improved the way a company runs its business operations.
Since we are talking about managing customer expectations, let’s take a look at some ways a CRM platform can be used to effectively improve customer experience.
Fostering Personal Customer Relationships
There is a mountainous amount of marketing research and surveys of all kind that suggest that customers respond better when they believe they have a relationship with a business. This is the first and main area where a CRM platform can help you.
Communication and keeping the customer up-to-date is a no-brainer. But what makes the difference between a happy customer and an indifferent one is the personalization of that communication. The whole idea is to make the customer feel like you know and understand them.
CRM can help provide personal information like past conversations, emails, personal information, etc. You can use this information to build a relationship with your customer. Whether it’s the marketing or sales department, anyone can use the information.
For example, you can use their first or last name to address the customer. When you call them or send them an email, use their name and address their individual problems.
Solastis boasts a centralized database with an integrated emailing system that makes maintaining personal relationships with customers easier. Only with a few configuration steps, you can assign each case client a name and then sync it with the email feature.
Prompt Response to Customer Query
Since everyone is a customer at some given point, you would understand how frustrating it can be when a business hangs up on you. According to research, most companies have a more than 12-hour response time.
Along with that, more than 62% of companies studied in the survey admitted to not responding to their emails at all. You can only imagine the effect of this negligence on the customers’ experience with those businesses.
CRM platforms come with templates and email integrations that allow you to respond to routine messages very quickly. Plus, you can draft the emails in a way that sound authentic to your brand and that particular customer.
Solastis has an email integration with cases (Or tickets). This way, an email from a customer about a particular project will be categorized based on the case. Instead of sifting through tons of emails to find one about an urgent project, you can directly go to the case and find relevant emails.
Being Proactive in Your Offerings
One of the main advantages of a CRM platform is access to past information for each customer. You already know that Customer 2.0 is a connected, socially-engaged, and active customer. If you go silent on them and ignore them, they are likely to go to someone who will give them the attention.
You need to be proactive in your efforts to sustain them. If they see that you are making efforts to understand their likes and needs, it will add to their feeling of loyalty towards your business.
With Solastis, you have access to your customers’ recorded history. You can generate reports to observe how they function and make predictions of what they need, based on that information. This will allow you to create and make offers that have attractive incentives for them.
You’ll be able to stay one step ahead, ensuring the customer that you value their business and would like to keep the relationship going for a long time.
Lastly, keeping customers in the loop is a big game changer. You can see for yourself by conducting a small experiment. When customers are kept up-to-date with the progress of their project, they are more satisfied with the entire customer experience.
In fact, most customers come with the expectation that they will be an equal part of the project. They wouldn’t have to constantly remind you to send them an update. When you are responsive and engaging, the customer automatically begins trusting you more.
With Solastis, you can set automatic reminders and notifications. You can do that for each individual case and every task that falls under it. This way, whenever a task is marked complete or a milestone is achieved, the customer will be notified as well.
This attentiveness and continuous communication will leave a good impression on the customer. You make the effort of keeping them informed CRM and, in turn, they will consider your services reliable.
In the end…
In a marketplace where technology dominates the world, customers expect attention and experience on a whole new level. CRM software can assist your agenda of not only managing but exceeding these expectations.
With Solastis, you can the chance to enhance your customer experience and take it to a whole another level of reliability, responsiveness, and proactive customer service. The CRM+BPM software goes beyond sales management to allow businesses to stay ahead in the competition. To find out more on why you should work with Solastis, click here.