CRM is typically touted as a tool that can be used for increasing revenue, streamlining processes, and gathering information – all on one database. While all of these features help businesses develop and execute strategies, one of the major benefits of using CRM software is the resources it provides to improve customer experience. At its centralized system, CRM software allows users to gather customer data and share consistent records across the departments and teams within a business. Using this information, companies can then recognize potential touchpoints to improve relationships with customers in a scalable way. Here are a few examples of how companies can improve customer experience with CRM:

• Enhanced interactions

Whether a customer is filling out a registration card or making an inquiry about pricing, all touch points are recorded in a CRM system and managed in one centralized place. Once the information is collected, it can be set-up to trigger a personalized email marketing campaign that sends the customer a personal message or a notification to the designated department so the company can respond appropriately. The ability to easily follow-up and communicate using CRM tools and resources, allows companies to improve and enhance the overall customer experience by coordinating interactions at each touchpoint.

• Increased response time

CRM software automatically provides critical information to deliver optimal support to a customer. This includes sending customers quick responses through social media, email, or text, which allows customer service, sales, and marketing to address issues and questions more immediately. Customer support teams can better serve clients with quicker response times from the first moment of contact through to close.

• Personalized messaging

Customers interact with businesses in their own way. A CRM platform looks for these trends and communicates the information to sales and marketing, which allows the teams to create a more personalized customer experience. For example, with email marketing, a CRM system allows companies to send an email that is specifically tailored to a customer’s interest or inquiry. Read more here about how you can step up your email marketing game. With HCP’s personalized email campaign builder, it’s easier than ever to curate the right message to interested home buyers — whether you are welcoming new potential customers, notifying customers on the status of their purchase or wishing a customer, “Happy Birthday.”

• Streamlined workflow

Sales and marketing teams utilize large amounts of data to analyze trends, find new leads, and initiate follow-up to secure potential sales. CRM workflow automation allows various departments to analyze, manage, and monitor the status of potential customers or existing clients to create a seamless business experience all from one place.

• Opportunities for feedback

Existing customers are the best source for feedback. To learn how established processes and services can be improved, it is vital to follow-up and ask questions. Taking proactive steps to learn and identify points of friction or uncover details creating a positive customer experience is invaluable to building stronger customer relationships. With CRM tools, feedback can easily be gathered and analyzed to learn what you’re doing right or what steps need to be implemented to improve future customer experiences and to increase retention rates.

Improve your Business Relationships with CRM using ApostleTech

When a company is interacting with new or returning clients, CRM software is an essential tool for improving the customer experience. The core function of CRM software is about building stronger customer relationships, which ultimately translates to increased sales and customer retention. At ApostleTech our team of experts works directly with companies to develop and implement CRM systems. Drawing on our knowledge and experience, we have specifically designed CRM solutions for a variety of industries and have extensive experience with the home building industry. Learn more about what we do and contact us today to help find the best solution for your organization.