CRM software has several different functions that can be used for different purposes. In the end, it's all about bringing loyal customers back for future business by offering supreme customer service. CRM software helps businesses achieve this end.
A recent Forbes article outlines the three major functions of CRM software, which are listed as follows:
Tracking and managing customer purchases and contact at major touch points including the phone, email, chat and social media.
Customer history and segmentation information is provided to the Customer Service Representative (CSR) to identify the most appropriate sales offer and manage the sales process.
Surveying customers (usually by email) after the contact. The results are included in the database for reference by the next CSR.
The third function is the one we'll be focusing on in this blog. Surveying customers after an order or interaction is important for several reasons. First of all, it lets businesses know how they're doing or if their customer service was adequate. In addition, it lets customers know that the company wants to follow up with them and make sure they're doing OK. The company isn't just giving the client attention prior to a purchase, they're also making sure they're satisfied and will come back again.
Do companies need CRM software to send surveys out to customers? In principle, no. But if companies want to stay organized, send surveys out punctually, and keep track of all of their responses, then it would be hard to do without the software.
CRM software takes some of the burden off of employees when it comes to customer service. It keeps clients, employees, and data organized so the business is up-to-date with their customer relations. In the case of sending surveys, businesses can use the software to send automatic emails after customer interactions.
If you would like more information about CRM software, contact us.