One of the most essential usages of any CRM database is to engage in proactive interaction with the clients to strengthen their satisfaction level, retain their loyalty levels and also turning them into the firm’s best salesmen. It is believed that a high level of client satisfaction is considered as an essential aspect of successful client retention. Most of the unsatisfied clients will leave the services or products half way without even letting a firm know if their requirements are not successfully fulfilled. If the firm uses a CRM database in the most correct way, then the client expectations can be met without any problem and also on regular basis. A proactive CRM is an easy way that helps in meeting the client expectations by reaching out to the clients before they get in touch with the firm and finding out what they feel, require and desire for.
Understanding why pro-activeness is needed in a CRM
Realizing the varied concerns of any firms’ client before they become problematic can prove helpful in creating the differentiation between retention of the clients and losing them to the peers. By using the firm’s CRM database via a proactive manner can help impress a client successfully or making them do repeat business with your firm time and again. Understanding the clients or the prospects concerns need to be immediate. The longer a customer has to look into an issue or concern, the chances are higher that you may lose him/her out as a client.
What are the techniques of proactive CRM database
One of the easiest ways of taking care of the client concerns before they pose as a major problem is by following up with the clients via phone or email within the shortest possible time. All companies irrespective of their size should have a constant process for reviewing the issues. Let us take a close look at the client follow up process.
1st step – Assigning an employee to act as the main employee who will be consistently looking into the follow up calls and emails.
2nd step – Making use of the CRM database to take account of all the different aspects of the situation and also the communication from the client before responding and sending out a ticket number so that client will feel that their concerns have been taken care of.
3rd Step – Taking three attempts to get in touch with the client.
4th Step – Maintaining a clear process to take care of the concerns of the clients who cannot be accessed.
5th Step – Documenting all the issues the clients faced and the possible solutions to those problems, even if the client can be accessed. Ensure this information is part of the details in your CRM database so that the clients will be able to bag benefits from the research carried out on every call or email.
6th Step – Ensuring that details are made available to the public by placing it in the organizations’ website.
7th Step – If the employee is not able to solve the issue for any of the client, then ensure that a manager gets in touch with the client so that they feel connected with the firm and offered importance all clients deserves.
8th Step – when an issue is sent to a manager, ensure that the manager gives due importance to these follow ups on the very same day.
Understanding the clients concerns and problems efficiently will help raise the likelihood that the client will get back and propose to others that they try out your company’s product or services. It is believed that empowering the employees for taking care of the client issue can be a great exercise in solving the concerns. If the employees are needed to raise all the client concerns to the management, it displays that your firm is not yet ready to take care and respond to these issues.
Making proper use of the CRM database to move ahead and solve problems
Ensuring the use of your CRM database in an efficient manner to maintain consistent touch with the present clients and leads through a monthly newsletter sent through an email. It is cost friendly for the small businesses to subscribe to the cloud based CRM tools that offer complete email marketing features. These features can provide personalized email to every client. Creating a newsletter that offers answers to other client issues and also offering those details to your clients can help you in moving forward in any situation and also make them feel important part of your firm. Making the proper use of twitter to review the client issues via social CRM features in your database will help sending direct answers to a specific client and also improve the image of the company as a proactive member taking care of the client concerns.
With the economy continuing to face gloom and constant pressure from the peers, a company cannot afford to make their clients unhappy with the services and products. Dissatisfied clients can do a lot of harm to any company and also impact the business profit at the same time while on the other hand, the proactive usage of the CRM database can help solve all client problems quickly, make clients happy and also build brand image of the company.