20 Mar Apply the Power of CRM to Build Customer Loyalty & Measure ROI
A CRM (Customer Relationship Management) system is a tool that allows you to analyse and manage customer relationships, data and information in order to build customer loyalty and long-term relationships, and increase ROI.
The key to achieving long-term loyalty, increasing new customers & converting them to sales, is a result of addressing the need for improving communication, customer relationships and experiences.
CRM’s allow organisations to better understand customer behaviour and fulfill customer needs. New customers are advantageous but an existing loyal customer is easier to convince and engage with through upselling and cross-selling. Achieving better conversion rates at a lower cost whilst increasing profits is the result of a CRM Integrated System that is used properly. With a CRM, all your contact with clients is in one place, available for all assigned team members to see. You also have analytical data to assess which emailings, communications or inbound channels have been the most successful in converting.
How can a CRM System help your business?
A CRM system has the capabilities to create reports, import/export contacts, carry out analysis of data or campaigns and perform market segmentation of your target audience. It can manage & automate the Leads & Sales (Deals) processes plus divide leads and incoming contacts between the appropriate departments.
Use the CRM interface to enable follow-up contact such as messaging, emails, meetings and phone calls to be initiated from a single point, which keeps the whole team up-to-date with a lead or sale communication.
The CRM dashboard is the overview of important sales activities. Using the dashboard, you have the ability to:
- Updates all company leads and deals
- Contact Centre statuses and workflows
- Sales team activity and status
- Cost Estimate, Invoicing & billing sales activity
- Emailings, messaging and call tracking
Below is how we applied the power of CRM to our client and leading pregnancy online clothing store to analyse and track the website traffic and increase their customer experience.
1. CRM System – Bitrix24
TNNG was tasked to implement Bitrix24 CRM System for Bellyssimo to keep all data received in one point area in order to conveniently analyse campaigns for quick and accurate feedback.
Bitrix24 lead capture tools were integrated with the website to function together seamlessly to improve customer experience. Online sales are converted to Deals in the sales funnel, and delegated to the “pick & pack” team. Customer inquiries from online sources (social pages, social messengers, web forms, live chat, phone calls, emails, whatsapp) feed into the Lead funnels and delegated to the contact team for response.
- Leads Funnel
- Sales Funnel
- Communication Workflow
- Intranet
- Email Marketing
- Drive (for documents & images – like Dropbox, OneDrive, Google Drive)
2. LiveChat
Bellyssimo is an online store which means that customer experience and customer support is exceptionally important. The LiveChat is an online chat room that allows customers to chat live with employees, in real time. TNNG integrated the LiveChat to the Bellyssimo website to allow customers to ask questions and/or advice regarding garments, prices or the website in general. This makes customer support convenient and cost-effective for customers and the business.
Within the LiveChat, there is an option for an enquiry form if the customer would prefer to send an email or the customer is enquiring out of working hours. This requests details of the customer which in turn creates a lead for the business.
- Cheaper to maintain a chat system
- Personal connection to business
- Ability to answer multiple customer chats
- No extra equipment required
- Creates leads
- Creates alerts if not responded to within acceptable time
3. Bots
Although we believe the best Bots are still humans, Bots allow customers to get instant reply to regular questions with appropriate answers. They also allow a contact centre to respond 24/7 whilst no agents or staff are available to answer the questions. If the question can’t be answered, then it’s directed to the contact centre, and the customer is kept up-to-date.
We are experts in integrating LiveChat, Bots & CRM Systems with your digital assets to increase marketing communications. Experience the power of our integrated CRM solution to better qualify prospects, leads and close deals.
Our preferred CRM software:
Bitrix24 (Silver Partners) – best for scalable, affordable, customisable, full business process: leads, sales, communications, analytics, intranet & more
PipeDrive (Partners) – best for simpler leads & deal pipelines
HubSpot (Partners) – premium CRM for communications for leads & prospects
When so many CRMs are free to start using, why do we charge for setup?
Here is our guide to setting up Bitrix24 CRM and associated costs
Why did we choose Bitrix24 as our CRM of choice?
Here is our journey to evaluating CRMs, and why Bitrix24 won.
Contact us to schedule your online marketing strategy session with TNNG.