In this digital era, the cost of acquiring a new customer is substantially higher than the cost of retaining an existing one. So, when it comes to prioritizing and organization your customer database with leads and existing relationships, having the right Customer Relationship Management (CRM) system in place is essential. With the internet being the backbone of every communication, using CRM systems to keep constant interaction, experiences and satisfaction of customers must be closely monitored and the system must also be utilized to make personalization and automated messaging more efficient. Virender Jeet, Sr. VP Technology at Newgen Software, shares that being a business in the digital era, CRM can be your game changer. Here are some ways how:
- Simplified Customer On-Boarding: CRM can help the customers understand the products and services of a company better.
- Omni-Channel Experience: Reaching out to your customers with the help of multi-channel interaction helps forward the key goals of targeting, acquiring, retaining, understanding and collaborating with your customers.
- Visibility, Accountability, and Faster Resolution: A CRM system which helps track all activities related to a case in terms of progress and resolution, and in turn provides a complete view of all interactions and customer relationships, can help bring down the turnaround time massively.
A CRM system is an investment that makes the most sense because it eliminates the complexities associated with customer management and helps to create personal connections with customers making it possible to reach out and connect with customers at all the times.