While over the last years, the online world has redefined the standard approaches of the sales and marketing departments of companies, making the online presence of virtually every business mandatory for its success, the rules of engagement are rapidly changing. The typical shopping behavior of people has also been modified by the convenience of internet retailers, but the access to unlimited products and services with similar price ranges poses difficulties for companies that want to maintain a competitive edge.
The singular department that can actually enhance the attractiveness of the business is customer relations, but in order for the staff to do so, an effective understanding of the audience and clientele is paramount. The truth is that many companies ignore this aspect and dedicate few resources to the customer service. Web pages created with a high level of usability are still experiencing difficulties in providing the quality customer support.
In order to evaluate your ability to retain clients after the purchase, you need to ask yourself how fast you are able to respond to a customer’s emails, how visible and simple to locate your phone number is and how helpful is your tech support staff. These simple and pertinent questions will make all the difference in the world.
Positive answers will help you build up a fruitful relationship with the audience and increase the chances they will acquire your products or services again in the future, while negative ones will most likely determine them to take their business elsewhere. On a side note, do you know that the costs associated with reeling in a single new client via marketing and promotions are thought to be 5 times higher than maintaining a relationship with one?
You now know that earning the loyalty of the audience is the key to succeeding in the online environment, but how can you possibly know what each customer wants, likes or expects? The eCRM can be the solution to this puzzling dilemma, because this system can proficiently integrate the entirety of details available for every client. Keeping a history of their preferences and interactions with your company, the eCRM or the Electronic Customer Relations Management permits you to develop unified and personalized solutions.
You can basically reach into their personal universe and learn more about their behavior patterns by extrapolating from the data available. In addition, knowing your current audience, the eCRM can provide effective support for your marketing department in the creation of successful marketing campaigns and establishing clear and reachable goals.