In the age of digital marketing, words spread quicker than you can imagine, and all it takes is a few negative customer experiences to hurt your business. As Customer Experience (CX) has become more important than ever before, smart businesses have leveraged on this by adopting a customer-centric approach. Take a look at our Customer Experience plugin – RT CXM – which is a tool made to help you raise your customers’ experiences at an exponential rate.
According to O’Keeffe, an independent market research company, 93% of business leaders believe that improving their customers’ experiences is one of their top priorities and 97% state that customer experience is most critical to their business success. Because positive customer experience lies at the heart of every successful business, it has become imperative for companies to enhance customer experience.
The Key to Success
In order to improve customer experience, businesses should organize their day-to-day operations around the customers. It should start by analyzing their customer journey, from start till end, to identify which touchpoints are causing problems, which can be easily improved and which ones need immediate attention. This way, businesses can view every touchpoint they can use to enhance customer service, resulting in a much more consistent quality customer experience.
Make strides here with the SugarCRM Customer Journey Plugin
Happy Employees = Happy Customers!
As there is a solid correlation between happy employees and happy customers, CRM makes it convenient for every employee of your business to deliver tailored customer service. The customer information visibility, coupled with social media platforms, allows every employee to stay on top with their customers’ preferences and past choices.
CRM not only provides essential support to the employees but also gives them more time to engage productively with the customers – taking customer experience to the next level.
Customer Experience Redefined
BancVue Ltd., a leading US-based financial services company that sells technology and marketing products to regional banks, deployed Sugar to redefine their customer experience across multiple touchpoints.
“Sugar has really given our sales team an understanding of the prospect before talking to them, so it’s not just a cold call,” said Thomas Shields, the VP of Marketing Program Delivery.
As part of its customer-focused business transformation, BancVue outlined several business process changes that would improve customer experience and used SugarCRM Customization to make those changes operational – translating them into actions to deliver more consistent and positive customer experience at every interaction.
“It’s a quick way for them to demonstrate they’ve done their research. It makes for a much more graceful conversation,” Shields adds.
As a result of this, BancVue was able to generate 3 times as many leads than before by understanding and analyzing its customers’ journeys.
Read about CRM for Financial Services.
Clearly, the secret of ongoing business success lies with the ‘happy’ customers. Any business that is not able to provide a quality customer service will soon find itself out of the race.
With the help of Sugar, businesses can take customer experience, as well as employee satisfaction, to the next level. As it is significant to meet the growing expectations of the customers, Sugar has emerged as your go-to business strategy in this age of digital marketing.
The mere thought of installing CRM software might be overwhelming but SugarCRM takes this apprehension away. Now, you don’t have to spend countless hours trying to figure out a low cost yet effective method of managing your customer base to enhance their experience. SugarCRM does this for you. You can now enjoy:
- Automated record-keeping and correction of errors
- Access to information in a central database and cloud
- Consolidation of customer records and reduction of double-entry
- Customization of current software
SugarCRM is known for its flexible as well as affordable solution. With SugarCRM, you can avail the benefits mentioned above, that too on a single, central platform. Now, you don’t have to waste time and money trying to maneuver through reports and functions you wouldn’t need otherwise. So do away with the idea that SugarCRM is expensive to maintain. Moreover, once implemented, there are multiple methods to increase the ROI on your CRM implementation. SugarCRM offers different packages for businesses with varying budget restrictions. Furthermore, there are ways to spend less money on CRM. Once the initial cost of implementing the solution is paid, costs of maintenance and additional SugarCRM integrations and upgrades are minor in nature.
(Check out this INFOGRAPHIC of SugarCRM and Salesforce Pricing Guide & Comparison)
Let’s take a look at multiple functionalities of SugarCRM which help you provide exquisite customer experience.
SugarCRM Cloud Hosting
With SugarCRM, you can store customer information and sales and marketing strategies on the cloud. Now you can devise strategies and reach out to your customers on the go.
Strengthening Customer Relations
Now, you can prompt your staff to maintain instantaneous communication with customers while monitoring and capturing any changes in customer preferences and needs. Far from being cumbersome and expensive, SugarCRM provides great convenience at a relatively low cost. Now, you can establish customer loyalty and generate more business.
Organize Your Contacts
With SugarCRM, you can organize your contacts by location, preferences or last date of contact. This reduces the cost of tracking individual customers separately when you can maintain their lists in one place which are accessible to all. Now, you can market your products more effectively by targeting the right customer segment and shooting them offers that are specifically designed to meet their tastes and needs. Furthermore, you can automate marketing processes in order to save time on performing repetitive workflows. Your SugarCRM would increase overall revenue, while either saving time, costs, or both.
Handle Email and Provide Reporting
Now, you can handle your leads and track their purchases to meet their needs. Follow up calls and emails are convenient yet affordable. SugarCRM makes such robust communication possible for you without any hitch. Similarly, you can analyze consumer behavior and market trends using SugarCRM to target the right audience to reduce chances of error and to boost sales using the ideal CRM tool that makes it all possible.
SugarCRM increases convenience and grows revenue from sales with multiple functionalities while reducing time spent and costs incurred, making it all the more affordable for your business. Being a flexible platform with an interactive user-interface, SugarCRM is your best bet if your are looking for CRM in the education sector, small business, healthcare, banks and nonprofits, etc. Customer service is the most important factor when it comes to retaining customers and you should leave no stones unturned when it comes to providing exquisite customer experience.
Rolustech is a SugarCRM Certified Developer & Partner Firm. We have helped more than 700 firms with various SugarCRM integrations and customization. Contact us today for your FREE consultation session. We will be happy to assist you!