It is believed that the relationship between a company and its clients is a two-way road and since the clients are more updated about the recent trends, hence they are the ones who control the traffic flow.
The changing purchasing landscape has undergone major changes in the past 20 years. Now days, the leads have been found to be entering the sales funnel from various directions. Their way of engagement has also altered and it is becoming difficult to keep up with them. This is also one of the reasons why the traditional CRM is not complete in its nature and is no longer in a position to attain all the desired business targets.
The situation becomes all the more complicated when we just view this tool as a mere software. As the clients’ behavior is consistently changing, the company also requires evolving with changing time. As the world is slowly changing, in order to maintain the competitiveness, it is time to make way for new things. Our level of information needs to be more connected in its approach.
These days, the information is shared freely and also within the affordability ranges due to the quick movement of technology. This sudden transition has been shocking the world but this change has emerged as a major requirement of the hour.
So, the next big question which arises is what does this mean to a structure and how it can be structured? As the lines between brand and clients are consistently getting blurred, it is believed that an open network is beneficial in its approach. The more relevant information sharing helps in enhancing the growth of a firm.
This is where the idea of a ‘complete’ CRM assumes importance. A CRM is able to track all your activities and also workflows that are closely functioning with each and every contact. Although, this is just one single part of any relationship but is a very important one. This is where a complete CRM assumes importance.
A traditional CRM is able to keep track of all the activities and also the workflows that are associated with every contact. But, again this is just one part of any relationship. Only a complete CRM allows you to keep track of mere phone calls, emails and meetings. It also helps any business to keep track of the visits, what webinars have been attended, which emails were opened and also links clicked on. It will offer a view point of they witnessed any issues and also submitted a support ticket or inquiry. All this type of information makes you a well-informed business. A client would appreciate if your business is able to offer a solution for their problems.
It is a brilliant idea to use such software that promotes open communication as tool alone can never change the way the business is done.
When a business follows a networked structure, it helps in becoming more information oriented, brings them closer to their clients which eventually enhance value and bring improvement in client experience.
Lastly, an improved client experience helps winning more clients which later turns into more revenue.