How Understanding Customer Experience Can Help Your Business
Customer experience is defined as a business interaction between a customer and an organization. It has become an important aspect of CRM (Customer Relationship Management software), as positive experiences mean happy customers, and happy customers are loyal customers. That should be enough reason for companies to invest in bringing only the best experiences to their clients.
Focusing on customers’ needs, and then delivering on those parameters is what adds value to the experience. One of the most effective ways to achieve a more wholesome and complete customer understanding is through effective data management.
Gathering crucial data at one single location makes it extremely easy for your employees to interact with the customer. Data management and analysis are the best methods to study customer behavior, choices, and buying patterns. Here are some benefits of efficient data management.
Understanding the Customer Better
Data can reveal valuable insights into your customers and their needs. Better organized data can present some surprising trends in behavior. You can clearly understand from past data their entire history, be it previous purchases, budgets, and preferred modes and times of communications.
This information can be utilized to enhance the product and service as well as revise parameters such as price points. You can also easily predict future consumption needs and offer those even before they ask. And the reward is improved business and profitability for your business.
Engagement
It’s not just the product they buy, but the interaction that matters most to a customer. This may be the reason why some very expensive products or services still have many more happy customers, although their product may be similar to cheaper versions on the market.
In this instance, the business that wins is the one that uses data available to add value, communicate better, and thereby ensuring a terrific customer experience.
In a streamlined process, you can automate marketing and sales campaigns and keep the customers updated with services that stroke their interests. CRM platforms such as Salesforce, Microsoft Dynamics 365, Zoho CRM, and SugarCRM are just a few examples of excellent solutions that offer the capability for data organization and automation.
Customer Service
To expedite a timely resolution of complaints, replying to queries is the key to a successful business. By simply integrating customer data that is already available within your organization, you can create unforgettable experiences for the customer.
Organizing and integrating the data allows your customer service teams to shift focus from searching for information, to listening to customer issues and engaging with them in a positive way, be it over the phone, internet or in person (if applicable).
The resulting service that the customer receives is miles ahead of ordinary standards. This makes the customer feel connected and important, and lays the foundation for an emotional connection to your brand or service.
Decision Making
Data integration takes the tedium out of daily work processes especially those that need quick thinking and decision making. Staying connected and up-to-date with various systems brings valuable insight from that data, with speed and precision. The easily viewable data by sales and customer service teams, often in real-time, means improved knowledge allowing them to make better, more informed and quick decisions.
Data will also help come up with product and service enhancements and help tailor the product to meet individual needs, and therefore, bring down cost for the customer and increase his satisfaction level.
Therefore, utilizing the right tools to maximize customer experience is vital.
For example, Commercinet’s SYNC app integrates your ERP with your CRM, and brings real time ERP data into the CRM for sales and service staff who can then quickly manage any follow-ups or queries arising from either of the areas.
Personalization
Personalized service is what everyone wants, and data intelligence makes this possible. In service-oriented fields, companies can personalize pricing and other aspects of their product or service, by using the data and analysis of that customer.
When it comes to communication, a customer’s first point of contact with a company could be either in person, or via phone or email. With more details about every customer available with service agents, they can further personalize their interaction with the customer.
Highly successful strategies include the use of the latest technology such as mobile marketing. Who wouldn’t like that special discount sent to them for their birthday? That’s the power of personalization – it creates positive experiences and memories.
The Importance of Data Integration
Data comes from so many sources, and efficiency increases when integrated with existing customer accounting data. Seamless merging of ERP data with CRM gives you a 360-degree view of sales and operations. This is very important for companies looking to digitally transform their business.
Modern-day CRM solutions are easy to integrate with ERP software. Such a process prevents sales, marketing, and service data from getting siloed in different systems, promoting positive customer experiences.
Through Commercient SYNC, the #1 data integration platform for business, your sales and support teams can access important ERP data such as customer information, sales history, invoicing, terms, serial numbers, inventory, bill to and ship to addresses, and more, directly in the CRM. Plus, new sales, accounts, and invoices can be SYNC’d from CRM to ERP. These are known as our one-way and two-way SYNC options.
Take a look at our Commercient SYNC ERP and CRM data integrations here.
Commercient also offers the advanced IoT Pulse, which connects your ERP with a host of apps through internet integration, enabling automation, maximizing your customer engagement in minimal time.
For more information on Commercient SYNC and IoT Pulse, please contact us today.
