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Sending Surveys After Customer Interactions with CRM Software

By Steve Stroz on Aug 1, 2018 3:00:00 PM

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.
Topics: CRM Research
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Why Businesses Should Research CRM Software Before Purchasing It

By Steve Stroz on Jul 25, 2018 3:00:00 PM

It's understandable that businesses want to acquire CRM software as soon as possible. It makes managing client relationships easier, it organizes the company, and it increases efficiency in many departments.

But even if companies are particularly excited, they shouldn't rush the acquisition process. Companies will be extremely disappointed if they set up the CRM software only to find out that they purchased the wrong solution. This frustrating example happens surprisingly often amongst companies that rush to get the software.

A recent Destination CRM article explains why businesses should take their time and do their due diligence before purchasing CRM software. According to the article, having the wrong CRM software is just as bad as not having the software at all:

“Adopting CRM software that doesn't meet your organization's needs is almost worse than not having it at all, as it will only lead to frustration for everyone involved. Before purchasing a CRM software solution, determine your business needs and objectives, and then go through a comprehensive vendor selection process to ensure that the technology you purchase will allow you to meet them.”

Luckily, businesses aren't alone during the purchasing process. They just need to ask CRM providers exact questions about their software, technology, and requirements. If they understand exactly how the software functions beforehand, there won't be any surprises when they finally set it up at the office.

After businesses are sure that they've found the right software, they can purchase it, set it up, and start to improve their relationships with clients. CRM software makes it easier for sales representatives to inform themselves about clients prior to any meetings or discussions. In addition, businesses can use the acquired data to improve their marketing program and narrow down their target market.

If you would like more information about CRM software, contact us.
Topics: CRM Research
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