How a CRM can improve customer experience

Martin Perez -

Using a CRM tool is a great way to manage your customers. A great CRM tool will allow you to track how your customers are interacting with your business and can even find opportunities for areas of improvement.

Customer experience plays an important role in the continued success of your business. But did you know that a CRM can improve your customer experience?

Today we’ll go over how a great CRM tool can not only help improve your business, but also your customer experience. We’ll give you 4 ways a CRM can improve your customer experience:

  • Personalization
  • Response time
  • Better customer service
  • Form better relationships

We will also briefly explain what is a CRM and customer experience.

Let’s get into it!

What’s a CRM?

Just a quick refresher, CRM which stands for Customer Relationship Management, is usually referred to as the software or tool that helps you manage your relationship with your customers.

CRMs seek to collect, store, organize, analyze and centralize all of your customer data. This includes contact information, purchase history, email history, chat history and more.

You can learn more about what CRMs are and how they work through our guide.

Now let’s quickly explain what customer experience is

What is customer experience?

Customer Experience refers to the impression and opinion that your customer holds about your brand as the direct result of every interaction they’ve had with your business while going through the Customer Journey.

Customer experience is important because if your customers have a negative experience, they will leave your company and may never come back.

4 ways CRM can improve customer experience

There are 4 main ways a CRM can improve the customer experience they are:

  1. Personalization
  2. Response time
  3. Better customer service
  4. Form better relationships

Now let’s go into detail for each.

Personalization

Since a good CRM collects your customers’ data like shopping history, contact information, name, you can create personalized messages for your customers. You can also create more of a personalized shopping experience for them.  It’s been reported that 80% of customers want personalization from retailers. Giving your customers what they want will allow you to increase the customer experience.

Better Response time and communication

A great CRM tool will give you multiple options to communicate with customers. Whether that’s through email marketing, live chat, or through a phone call. If customers need a solution to be resolved, giving them options to contact you will not only increase your customer experience but as well as your customer service. You will be able to deal with problems more effectively and efficiently. Since your customer’s contact information is collected and stored, you can contact your customer with ease.

Better customer service

As mentioned in the previous point, A CRM will help improve your customer service. Since your communication and marketing tactics will be more personalized and efficient, this will allow you and your staff to give better customer service. You can also use transcripts from emails, live chat and phone calls to see where you can improve your customer service when interacting with your clients.

Form better relationships

The final and most important reason a CRM improves customer experience is it creates better realtor relationships with your customers. Better response time, customer service, personalized messages will all add up to creating better business and customer relationships. When you create better relationships you will also increase customer loyalty and customer satisfaction.

Closing thoughts

Implementing a great CRM into your business is ideal for your growing business. It helps you to collect, store and connect with your customers. A CRM helps improve customer experience by allowing you to communicate with your customers in multiple ways, better customer service, and more of a personalized shopping/ user experience.

While a CRM can be done manually, however, it’s more efficient and effective to get a CRM software tool that will do everything for you. While there are many CRMs out there, we think you’ll enjoy Moment! It’s free to register and comes with a live chat, session recording software, and collects your customers’ information right away. You can register to moment for free here.