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A Good CRM Strategy: Simplicity in Customer Services

Sometimes it really doesn’t take much to keep your customers happy. The simplest of things can already be great tokens that they can remember you by. Customer relationship management or CRM is all about taking care of the customers. A CRM strategy need not be really expensive for it to work. Often, simple acts of sincerity and consistency in customer service are sticky enough to seal the relationships.

With competition always posing a challenge to your business, you cannot be complacent about business and customer management. Your eyes and ears should always be open so that you are aware of what the market’s needs are and what trends you can apply or set yourself.

Consumers want added value to their purchases. The challenge for all businesses is how to provide this want without much impact on costs, but with significant returns.

Especially with huge companies where the business owners are often indirectly dealing with customers, the lack of personal touch is what’s missing. This is not a dilemma for any small store because the owners get to meet their customers face to face everyday. Impersonal processes could be a threat to the success of a large corporation or chain of stores, and that’s why an efficient and sound CRM system should be put in place.

The simplest of things could be sending out greeting cards during special occasions like birthdays or holidays. Offers of coupons, discounts, and incentives to encourage loyalty of customers and to generate referrals are also great ways of treating the customers.

Conducting surveys and focus groups allow interaction and connection with the target market that can simulate the owner-customer relationship in small stores.

Businesses, regardless of size, highly depend on customer retention and acquisition in order to succeed and last long. CRM allows these companies to better manage their customers so that they can provide better products, promotions, and overall service. Any good CRM strategy that is well implemented can help in retaining the current customer base and grow it some more with acquiring new ones in the process. These will provide some excellent examples of good customer service.

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"Customer relationship management is a broadly recognized, widely-implemented strategy for managing and nurturing a company’s interactions with clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service."