In 2016, CRM will mean the difference between keeping and losing your customers.
People are coming into a sale more informed than ever before. They’ve searched for what they want to buy online; are most likely going to buy it from their phone or tablet; and expect to have great customer service if something goes wrong.
Sir Henry Ford remarked; “A business absolutely devoted to Customer Service Excellence will have only one worry about profits. They will be embarrassingly large.”
Your company might have a firm handle on customer relationship management, but using the right CRM software can always make it better.
Don’t believe me?
Consider a cup of coffee. Chances are, you’ve made one in the last year. But have you ever had your coffee company call you? Nespresso does with the help of CRM software to nurture their customer relationships.
Two days after investing in my Nespresso machine, I received a call from a customer relations representative.
To say I strongly dislike sales calls is an understatement, but I admit I was intrigued that my coffee company had called me. I prepared to fiercely articulate my standard “[please] remove me from your call list” reply. You can imagine my surprise when they asked if I liked my machine and let me know they were there to help if I had any questions. That was all.
They didn’t try to sell me anything, didn’t hold me on the phone… but they let me know they cared about me as a customer.
Wow. A 30-second nurture call led to me sipping my vanilla latte with a smile on my face.
Why is this important?
Because my previously “King” Keurig has sat unplugged since that day, completely unused. Not because the coffee was bad, but simply because I feel my Nespresso machine cares about me more. The CRM-aided customer experience was sweet enough that I went back and bought a second machine for my parents.
Statistically speaking… CRM Software (and the Customer) are King in 2016
I don’t mean to spill the beans before you see the CRM stats, but even looking beyond my coffee slugging compulsion, most industries can see heightened sales by adopting CRM software in 2016. Implementing a CRM software solution doesn’t need to be expensive or difficult, there are several inexpensive CRM solutions that allow you to leverage customer data for your sales efforts.
7. Despite the growth of Social CRM people still want more, and the most desired CRM features were social media monitoring capabilities (25%) and the ability to pull in prospect information from social media (24%). (Source: Capterra’s CRM Industry Report)>>Tweet This!
Say what you will, but the stats indicate that the right CRM software matched with the right user can have wonderfully robust marketing and sales results.
What do you think? Is CRM the way to go in 2016? I look forward to reading your comments below.
Looking for Customer Relationship Management software? Check out Capterra's list of the best Customer Relationship Management software solutions.