CRM BEST PRACTICES [PART 2]

In yesterday's post, we told you about the first 5 CRM best practices. Today we continue with the second part of our best tips on how to use your CRM system in the best possible way and delight your leads and customers.

Follow Up

Following up is a key component of a long, productive relationship with your customer. It is not enough to be available to respond when they contact you: to show that you value them, you have to take the initiative and stay in touch with them.

Recognize and Value Human Interaction

Especially in the digital age, human interaction is decisive for customer satisfaction.

Many companies make the mistake of assuming that their most productive customers are the ones acquired and served 100% through digital channels, when in reality they are the ones who require both digital services and personal attention.

Make Sure Your Team Is Well Trained and Educated

Customer service is the face of any company: it is usually the first contact a (potential) customer has with it. Customer service representatives must be experts in every kind of question and problem customers may have, and they must also have a proactive attitude.

Share Information and Goals Across Marketing, Sales and Customer Service

Although some competition can help motivate employees, it is very important for the marketing, sales and customer service departments to work together. They require the same information and use the same systems, so there needs to be coordination, communication, support and division of tasks among the three teams.

On our blog, we have already talked about the concept of Smarketing, which means alignment between sales and marketing. In the best case, this can include the customer service department and involve shared goals and rewards to motivate all three teams to work together.

Adapt Your Systems for All Devices

Implement software that is accessible from any device to guarantee the best user experience, as well as support from anywhere with an internet connection.

You're now ready to implement CRM best practices in your company! Do you have questions or want to add something to this post? We look forward to your comments! To learn more about Inbound Marketing, subscribe to our blog and YouTube channel!