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Building Customer Loyalty with CRM

Updated: Jan 5

Customer relationship management software (CRM) keeps track of your current and future clients’ marketing, sales, and service records.


All this information is in one place, so agents can quickly get in touch with their clients, sell them more services, and help them whenever needed.



A customer giving 5-star ratings online | Customer Loyalty

But modern CRM systems do a lot more than just store data. They actively track communications with clients, improve teamwork, and keep customers interested over time.


Because communication is critical to the customer/seller relationship, most modern CRM solutions offer many ways to connect with and talk to a customer base or target demographic.


This blog will discuss how you can use CRM to keep your customers close, make more money, and get ahead of the competition.


Communicate with your customers on their preferred channel to increase customer loyalty


With CRM, it is possible to track contact preferences on a mobile phone, email, or social media platform.


Businesses can store customers’ or leads’ complete contact information, including their preferred channels.


When we talk to people on their preferred channel, the power of modern CRM tools drives and strengthens communications in many ways, including:

  • Individual customers respond more quickly

  • Provide the marketing team the capacity to format messages and add hyperlinks

  • Send surveys and keep track of the results

  • Keep track of multiple surveys for various types of clients. Some solutions include built-in survey tools that make sending out surveys and keeping a record of the answers easy. Others put this information right into charts and graphs to make comparisons and reports that are easy to read.


According to Gartner’s research, businesses that implement customer experience projects successfully start by concentrating on their methods for gathering and analyzing customer input.


There aren’t many better ways to figure out if customers are happy than to ask them directly, and the easiest way to do this is to send out surveys and keep track of the results.


Read through the feedback you receive from your customers, whether through a survey, web form, or Net Promoter Score (NPS) program, to get a sense of what they anticipate from you.


Then, invest in those projects so you can meet their needs.


Eliminate repeated messaging


If you can, try to contact customers with the same message only once. Sending and repeating the same news is a waste of time and money, in addition to being annoying to customers.


Duplicated communications could be construed as mistakes, damaging a business’s reputation.


As luck would have it, most CRM tools make it simple to review past conversations. CRM is handy when traversing a lengthy email campaign, sending out importation notices, or distributing surveys to a consumer base.


Market it, sell it, cross-sell it


Managing multiple marketing or advertising campaigns is complex.


Modern marketing strategies have a lot to take care of, from promoting the products and services of business partners to tracking separate email blasts.


CRM helps you to track and measure the results of your customer recruitment and retention efforts.


Personalized promo offers


Everyone loves a good deal.


Companies have been discounting their goods and services for decades, whether a “buy one, get one free” sale or a certain percentage off the total price.


Some businesses have started offering personalized price reductions to boost client loyalty.


Instead of giving all customers the same discounts, which might not apply to them, modern CRM systems make it simple to add unique promo codes for each customer.


It’s a great way to thank your most loyal customers and give them something they will appreciate.


Many studies show that consumers are more likely to buy from a company that provides a tailored experience.


Create win-win partnerships


Keep track of and promote partnerships using modern CRM tools.


Creating a partnership with a business that sells products or services that complement your own helps increase customer engagement and satisfaction for both brands.


The main benefits are:

  • make more revenue by sharing resources with another brand

  • finding promotional opportunities in untapped niches through event and initiative co-sponsorship

  • offsetting business risks with another brand can ease the pain when a new project or service is unsuccessful

Customer service excellence


In today’s competitive market, it’s crucial to provide excellent customer service or risk failing.


Customers today are more accustomed to and vocal about expressing dissatisfaction with a company’s level of customer service.


Users take online reviews seriously, with 86% indicating they would think twice about purchasing from a firm with unfavorable feedback. 92% of users say they will only visit a business that has at least a four-star rating or higher. Cited: The Importance Of Online Customer Reviews(invespcro.com).


Expedient responses


When asked how vital a quick response is, 90% of consumers said it was highly significant.


In the eyes of 60% of your clients, “instant” means within 10 minutes.

Customers want to know that the company has heard their complaints and is working on a solution.


Consequently, most CRM platforms support automated message systems.


Automated messages can be simple, and there is no need to disguise them as something other.


Responding quickly and letting the customer know their message has gone to the appropriate department is enough to stop a problem from escalating.


At the very least, it lets them know their message was transmitted and received.


Capture insights from support tickets


Support tickets are an easy way to track customer complaints, learn from them, and boost customer interaction.


These tickets give a clear timeline that starts with the first contact and continues to the final resolution.


They also leave a digital paper trail that supervisors can easily follow and check.


Integrated help desk features are a standard part of modern CRM platforms.


It helps keep track of support tickets, makes sure support teams respond promptly, and closes tickets.


Key features to look for


Most modern CRM platforms have several key features that help drive customer engagement even further.


Even though not every CRM solution on the market has all these features, the inclusion or absence of these features may be a deciding factor when choosing a dedicated CRM platform.


To get the most out of a CRM solution, look for the following features that help drive customer engagement to all-new heights:

  • keeps detailed records

  • live chat online

  • assistance with the onboarding process for new clients and customers

  • automatic notifications or alerts for new product releases, updates, etc.

  • compatibility with other software, especially Microsoft Outlook, Access, and PowerPoint

  • social media integration


Keep your customer talking to you with CRM


CRM helps organizations satisfy their customers by connecting all customer interactions to the same database.


With the right automation, you can stay close to your customers and personalize your communications to win loyalty and repeat business.


About the Author


Dynamics Success Group is an experienced Microsoft Value Added Reseller and consulting partner that provides Microsoft ERP and CRM solutions to small and mid-sized business clients in North America.


We empower organizations like yours to compete better, improve work processes, and make informed decisions.


For 25+ years, we’ve transformed hundreds of companies to achieve more, using fewer resources while reducing costs.


We love solving business problems with technology.


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