Tag Archive for: Customers

If you feel like your business growth has stalled, don’t worry. Through a few tried and proven techniques, you can revive your dream. Here are a few things you can do to keep your business from sinking in the sand, and boost your company’s growth.

Update Your Software

To stay afloat in this digital age, one important thing is to keep up with the latest technology, or else you’ll risk missing the opportunities to decrease costs, improve productivity, and stay competitive. Nowadays, there is great technology available that can help you become more customer-centric, which can help you take your business to the next level.

If your business is running ERP and CRM systems, for example, you don’t have to operate your company with these systems being disconnected, which can give you a cluttered view of your business processes and operations. Instead you can integrate them with the Commercient SYNC Integration Platform, and stay up-to-date with the changes made to your ERP and CRM simultaneously. Your sales and customer service teams will be on the same page. With a SYNC data integration, you’ll be able to give your customers excellent service, and help increase efficiency so you can focus on growing your business.

You can review our all products, including SYNC and IoT Pulse, as a first step toward upgrading your software, and helping your business.

Engage Online

If you haven’t been regularly engaging with your customers online, now is a good time to start. It’s a great way to help your business stay afloat in this digital age. For instance, at Commercient, we can engage with our customers regularly through our website, blog, and social media channels, including Facebook, Twitter, Google+, and LinkedIn. This can help you interact with your customers easily, and can also help you reach new audiences you may not have had the chance to target before. It’ll also aid in showing that you are personable and approachable to your clients and customers.

Put Customers At The Heart Of Your Business

One of the best ways to keep your company from sinking is to put your customers at the heart of your business. When you put your customers first and focus on building long lasting relationships, you’ll have more loyal customers. Once a client has made a purchase, be sure to keep in touch (e.g., regularly send out email newsletters and updates) with your customers, which helps build loyalty. They will be instrumental in helping you spread the word, and can even become your brand ambassadors.

Research conducted by the Gartner Group shows that 20% of your existing customers – the loyal ones – generate 80% of your profits. Therefore, when you truly understand your customers and deliver what they want, they’ll keep coming back, and you’ll be able to keep your business from sinking. At Commercient, we always put our customers first. See what our customers have to say about us on our homepage.

If you need more advice and help with growing your business, contact us here at Commercient today.

We are now living in the age of the customer, and in this post we’ll uncover some surprising facts you probably didn’t know about customer service.

Fact #1: News of a bad customer experience spreads more rapidly than news of a good one.

According to a 2011 American Express Survey, “Americans tell an average of 9 people about good experiences, and tell 16 people about poor experiences.” That’s nearly double. The good news is you can avoid this when you leverage any of Commercient’s apps, including our SYNC and IoT Pulse integration apps. Your staff will be able to access customers’ info in real time and customers won’t have to wait hours or days to receive the answers they need.

Fact #2: Loyal customers are more profitable than new ones.

According to the White House Office of Consumer Affairs, as reported by Help Scout, “on average, loyal customers are worth up to 10 times as much as their first purchase.” Additionally, Marketing Metrics found that the probability of converting a new prospect is 5% to 20%, while the probability of selling to existing customers is 60% to 70%. This is why it is so important to constantly engage your existing customers, as they can help you bring in new business through word-of-mouth and referrals. So, the more your existing customers are satisfied, the more inclined they will be to tell other people about those experiences.

Fact #3: Customers are willing to spend more money for superior customer experiences.

According to the American Express Survey, 70% of Americans said they were willing to spend more with companies they believe provide excellent customer service. When you show your customers that you value them, they naturally feel appreciated and come to have a stronger emotional connection to your business. As a result, they will pay more for your products and services.

Here at Commercient, customer satisfaction is our #1 priority, and we value each and every one of our customers. So, we make sure that our reps are always ready to connect you with a skilled expert to answer any question may have regarding SYNC, IoT Pulse, Sync2Pay, or any of our other services or products. We’re only a phone call, chat, or email away.

Fact #4: More and more customers like using live chat.

According to a Forrester survey, the percentage of customers who have used live chat for customer service has grown from 38% in 2009, to 58% in 2014, and it’s continuing to rise. Additionally, a study called “Making Proactive Chat Work” found that “Many online consumers want help from a live person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a website can offer.” So if you don’t have a live chat option on your website, you should consider investing in it. At Commercient, we encourage all our customers to use our live chat option, because it’s convenient for them, increases sales, and give us an edge of our competition.

Por: Isaura Martínez

 

El uso de sistemas de CRM (Customer Relationship Management, en inglés) es cada vez más extendido en América Latina. Más y más empresas han ido comprendiendo la importancia de gestionar las relaciones con los clientes, tanto actuales como potenciales, de manera eficiente para que la relación de negocios se conserve a largo plazo.

Con todas las posibilidades que ofrece un CRM, tenerlo solamente como una alternativa de almacenamiento de datos de los clientes es limitar su potencial. En una época donde tanto personas como empresas están expuestas a una abrumadora cantidad de datos, el punto no es “tener la información” sino saber cómo utilizarla. Por eso, están surgiendo en el mercado diversas soluciones tecnológicas para una gestión efectiva de la información crítica de las empresas: aplicaciones en la nube, integraciones, seguridad, entre otras.

Porque la retención de clientes es más importante de lo que muchas empresas piensan. Un estudio de la Corporación Rockefeller señala que casi el 70% de los clientes dejan de comprar los productos o servicios de una compañía porque no “se les hace sentir importantes”. Otra investigación de Accenture afirma que el 73% de los clientes entrevistados esperan un servicio al cliente más fácil y conveniente, mientras que el 61% respondió que más rápido. Incluso un 45% estaría dispuesto a pagar más con tal de tener acceso a un mejor servicio al cliente.

Entonces, ¿cómo pueden las integraciones ayudarte a tener más clientes satisfechos?

 

Información fácil de acceder

Esta es la era de la información. Es importante tener acceso a la información pertinente en momentos críticos, cuando hay que tomar decisiones y, especialmente, cuando tus clientes la necesitan. Si los datos relevantes están dispersos en varias herramientas y archivos de Excel, o en la computadora de una persona que no está en la oficina en ese momento, es muy difícil saber si esa información es correcta. Y allí se genera una falta de coordinación que alcanza a tus clientes.

Aparte de los CRM, uno de los sistemas más relevantes en este mundo que funciona con la tecnología son los ERP (Enterprise Resource Planning, en inglés), o software de Planificación de Recursos Empresariales. Con los ERP se pueden integrar diversas operaciones de una empresa como planilla, contabilidad, logística, inventario, envíos, etc.

Ahora imagina tener toda esa información integrada con tu CRM. Ya no tienes que tratar de recordar dónde está cada dato que necesitas. Tanto tú como tu personal pueden localizarlo fácil y rápidamente, lo cual hace la vida más fácil para todos -incluyendo tus clientes. Por ejemplo, la aplicación SYNC de Commercient permite integrar toda la información de tu ERP y de tu CRM, almacenar esos datos en la nube de forma segura y tener la posibilidad de acceder a la información que necesites desde donde sea, incluso dispositivos móviles.  

Mejor atención al cliente

La facilidad del acceso a información clave no solo trae ganancias para tu empresa y tu personal. El principal beneficiado es tu cliente, sea que lleve tiempo trabajando contigo o esté considerando comprar tus productos o contratar tus servicios. Si el cliente llega con preguntas, y toda la información clave está debidamente integrada, tu equipo tendrá mejores posibilidades de responder a esas demandas de una manera rápida y adecuada.

Por otro lado, si tu equipo es incapaz de responder con rapidez preguntas como inventario disponible, facturas pendientes de pagar, envíos y otras, la relación con tu cliente se va desgastando hasta que decide dejar de trabajar con tu empresa e irse por la competencia. Que no te pase eso. Piensa en el costo que implica tener nuevos clientes, o lo difícil que resulta recuperar a un cliente cuando ya se ha perdido la confianza.

Las necesidades de los clientes cambian con frecuencia, y eso puede comprometer su lealtad. No asumas que porque un cliente ha trabajado contigo por mucho tiempo se quedará para siempre. Con tantas opciones en el mercado, mantenerlo satisfecho es tu mejor apuesta.

 

Automatización de procesos

Uno de los aspectos más en boga es la automatización, debido a su principal ventaja: el ahorro de tiempo. Negocios de todo tamaño están sacando ventaja de esto, automatizando todo lo que sea posible: ecommerce, entrega de productos digitales o físicos, envío de información de pago, seguimiento a potenciales clientes. Y son cada vez más las operaciones capaces de ser automatizadas.

Aunque hay una gran variedad de herramientas, es fácil abrumarse y comenzar a usar una, otra y otra más, hasta que el propósito de “ordenar” se pierde completamente. Por eso, aparte de la automatización de tareas vienen las integraciones, porque no se trata solo de que en tu empresa se use tal o cual herramienta, sino de cómo todas se articulan para evitar problemas de información desactualizada, descoordinación, y todo funcione como debe ser. Se trata de hacer que todas esas herramientas trabajen juntas.

Así que mientras mejor integrado estén tus sistemas la atención que proveerás a tus clientes será mucho más personalizada, segura y, sobre todo, rápida. Los problemas de coordinación entre miembros de tu personal o entre departamentos serán cosa del pasado.  

 

Si has experimentado la pérdida de más de algún cliente debido a problemas como estos, es necesario considerar invertir en integraciones que ayuden a tu empresa a optimizar procesos, ahorrar tiempo a tus empleados y a cuidar a tus clientes. Compara cuánto te costaría una integración SYNC con cuánto cuesta perder un cliente, o ganar clientes nuevos.

El gran ganador de tu inversión en un sistema de integración ERP y CRM es tu cliente. Y con un cliente feliz, tu empresa ganará también. ¿Quieres saber más sobre cómo integrar sistemas CRM con ERPs u otras aplicaciones? Pregúntanos hoy mismo, estamos para atenderte.

Did you know that that over 2.3 billion people use social media? Statistics show that social media users have an average of 5.54 social media accounts. So why are so many people using social media these days? For businesses with ERP systems, the answer is  simple. Social media is the most effective tool to communicate with your customers and build continued brand awareness. Here are three ways social media channels help ERP users:

Understand more about your customers

Social media networks like LinkedIn, Facebook, and Twitter allow you to commune with your customers and get immediate feedback. On Twitter, your customers can post their experiences with your products or ask you questions in real-time. This communication can help you ascertain if you need to make any changes to your products and services to better meet your customers’ needs.

One great benefit of social media networks is positive reviews can be viewed in real time. Outstanding reviews make you appear more trustworthy. This can encourage other businesses to gain interest in your solutions.

Save money in the long run

In addition to helping you understand your potential customers, social media networks can also help you cut costs. For example, Twitter lets you discover your audience’s perception of your products and then make necessary changes accordingly. Social media platforms also allow you to conduct market research at no cost and can provide you with key metrics. You can measure which products are more popular with certain customers and use this data to target your products and services to different customers. Social media networks like Facebook and LinkedIn also give you the opportunity to promote new job opportunities and hire new talent for your organization at little or no cost.

Keep your customers engaged

It is very important keep your customers and audiences engaged. Social media networks allow you to learn vital information about what your customers will find pertinent and interesting. For instance, through a company blog, you can show images, videos, or update the customer about  upcoming events and products. YouTube, which is a top social media venue for showcasing video content, lets you share informative “how-to” videos for free. You can then get your videos ranked in Google’s video search results.

Social media networks help you to understand your customers better, help save you money, and keep your customers engaged. Social media networks can also help you generate leads for your ERP products and solutions. If you would like to find out how to strengthen your experience with customers, contact  us today about SYNCing to your CRM.