What is CRM? For business people, especially in technology, CRM is a familiar term. However, not a few people also hear this term when they want to start a business.
Therefore, in this article we will help you understand CRM, including concepts and examples. Read to the end, OK!
What is CRM?
CRM stands for Customer Relationship Management. CRM is one of the strategies used to develop business through customer data processing.
Simply put, CRM is a system that manages the relationship between a company and its customers, so that communication and marketing activities to the maximum customer.
From this explanation, it can be concluded that CRM is a strategy that focuses on all things related to customers. This strategy will help sales prospects, convert audiences into customers, and help realize customer satisfaction to become loyal customers.
The goal of CRM is to collect as much information as possible about customer needs and behavior, even specific ones. Thus, the company has the opportunity to retain customers.
The trick is to provide optimal service, based on previously collected information. As we know, one of the keys to the success of a business is how far we know our customers and meet their needs.
Another goal of CRM is to increase company profits. This is done by leveraging good relationships with customers, and making sales online up selling nor cross selling.
Not only for customers, with CRM, the work process (workflow) in the company will be more efficient.
CRM is the process of building relationships with consumers or customers using a combination of three aspects, namely people, processes, and technology. The basic concept is how companies can increase customer satisfaction and loyalty without increasing costs or time.
The three main points that will be the key to success in implementing the CRM concept are:
1. Customer Satisfaction (Customer Satisfaction)
Customer satisfaction in CRM is the first point that is the key to the success of a business. This can be measured by how the services or products offered are able to meet customer expectations.
Customer satisfaction is a KPI (Key Performance Indicators) in business. CRM is a concept that can manage company KPIs related to customer satisfaction more easily.
The thing to remember is that offering a good and quality service or product alone is not enough to keep customers satisfied. You must know their expectations of the service or product being offered.
2. Customer Delight
In addition to making customers satisfied, pleasing customers is also one of the keys to the success of a business. By meeting customer expectations, they will of course make a repeat purchase.
In fact, it is possible that old customers will bring in new customers who will buy your product or use your services.
The positive experience you get will make customers recommend your product to the people around them, so there may be new customers who attend.
3. Customer Loyalty (Customer Loyalty)
An equally important point in the CRM concept is building customer loyalty. Unfortunately, not a few companies ignore loyal customers, and instead focus on finding new customers. In fact, these regular customers are the key to the success of your business.
This is because at least, the company will survive thanks to old customers or loyal customers. Not only that, with loyal customers, you no longer need to spend a lot of money like when you are looking for new customers.
Therefore, maintaining relationships with old customers should not be neglected.
Tips for Building Customer Loyalty
Some tips that you can try to build customer loyalty include:
1. Maintain Communication
Continuous communication keeps customers from remembering you, even influencing purchasing decisions. This communication can be done through newsletter to social media uploads.
2. Remembering the Customer’s Name
Remembering old customers’ names will make them feel valued so you can build a more intimate or personal relationship.
When there is a complaint, try to handle it optimally. Do not reject customer problems for reasons of company terms, because it has the potential to prevent customers from making repeat purchases.
4. Give Incentives
Incentives for customers are not always in the form of money. You can give a discount on the second purchase, as well as other promotions such as buy 5 get 1 free.
This way, you’ll be giving those old customers a reason to repurchase.
5. Product awareness
Make sure the product or service is always available, especially if you already have regular customers. If necessary, develop new services or products related to these products.
Various CRM systems have been present to make it easier for companies to run marketing. Some examples of CRM are as follows:
1. CRM on Apps
Examples of CRM in applications are usually in the form of rating features and comment fields that can be filled with consumers.
This feature will help companies find out how satisfied customers are with existing services, including their criticisms or suggestions regarding the products or services they buy.
Recommend For You:
2. CRM on E-mail
Ever received subscription or e-mail subscription from a company? This is a form of CRM in e-mail. Through subscription In this case, companies can announce promotions or information that can attract customers’ attention.
In subscriptions, Usually the company also provides link, which leads directly to the promo page, making it easier for customers to make purchases or find more information.
3. CRM on Website
The next example of CRM is form on the website. This form usually contains questions about the assistance that the company can provide to customers.
Results of form which is filled in will then be collected into a database to make feedback for the company.
Based on the description above, it can be concluded that CRM is one of the choices in doing marketing business to increase profits and of course maintain good and solid relationships with customers. Good luck.