CRM Customer Service
Controlled customer relations: what are the advantages?
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For a controlled customer relationship , you first need good customer knowledge. This will allow you to adapt your offers and services, according to the evolution of expectations and the market. You will also have the possibility of guaranteeing a customer experience to your loyal consumers. Marketing automation, management of the customer experience, use of customer relationship solutions or implementation of a CRM project… So many means to implement to retain your customers, and therefore put your turnover on the upward slope.
How to master your customer relations in the era of automation?
A controlled customer relationship seems indeed utopian in the era of digital and afghanistan phone number library automation. To achieve this, you will need to focus on marketing automation and rely on KPIs.
Marketing automation, your new ally
The term “marketing automation” simply refers to the automation of marketing campaigns. Its principle is based on an advanced prospecting campaign focusing on personalization. Indeed, by personalizing the follow-up of your “leads” (customers who have subscribed to the loyalty program) and prospects, you have more guarantees as to their future return to your sales platform or your store. So rely on personalized SMS to announce promotional offers on their favorite products. All that remains is to choose the right timing, in order to better integrate this automation principle into your customer loyalty policies .
KPIs to track to know your customers
When it comes to relationship management, blind steering is not recommended. It is better to afb directory improve your customer satisfaction rate by relying on your human resources. To successfully carry out this large-scale marketing operation, consider using KPIs (Key performance indicators), i.e. customer service performance indicators.
Customer Satisfaction Score: This KPI allows you to identify certain whatsapp business web for pc: how does it help your business? dissatisfied customers in time, through key criteria. You will then take the necessary measures to retain them, while taking care of your reputation.
FCR (First Call Resolution): This KPI gives you a precise idea of the first contact resolution rate, a key indicator of the performance of your customer service.
NPS (Net Promoter Score): Created in 2003, this KPI allows you to anticipate the behavior of your customers. You can couple it with CRM software to have more precise data on customer satisfaction.
CES (Customer Effort Score): KPI launched in 2010 which provides useful information on the customer experience.