CRM: Data management helps customer experience?

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Data management plays a major role in improving customer relationship management (and also customer experience)

Data management plays a major role in improving customer relationship management (CRM), but also customer experience. Here’s why in three main explanations:

There is no doubt that the data era allowed companies to better understand customers’ different needs and expectations. Before getting more in-dept, what is data first ?

Data is dematerialised information that can flow through a telecommunication or computer network.

We also talk about Big data which is basically all the technologies and practices designed to store huge amounts of data and analyze them in a short period of time.

It is mainly used to improve a company’s services’ and customer experience.

Decision-helping tools such as a customer relationship management tool then sort and use data for marketing, sales, HR or IT actions.

In this article, we will deal with its role in improving CRM tool.

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1. Creation of new services and products

Thanks to massive databases collected by a customer relationship management tool, businesses have started to understand better and better customers’ behaviours and how to anticipate their evolution.

This has given the possibility to develop new products and services that fit the market’s needs.

This data is principally extracted from social networks, chatbots, or online forms from shopping websites.

The use of data by CRM, based on customers’ purchases history for example, allows defining several changes for existing products.

This way we can adjust the products to fit the demand and enhance customer experience efficiency.

2. Marketing automation enhancement

Data management and collection by CRM set on one hand, a company’s targets, but also on the other hand their characteristics, that way client segmentation is eased.

It is in this segmentation perspective, that customer relationship management enhances marketing automation.

This automation process includes all techniques giving the possibility to automate regular and repetitive tasks.

It could be emails based on clients’ behaviours, messages on social networks, or even CRM data entry.

3. Brand image improvement

Data management and use within a customer relationship management tool can also boost and improve a company business’s brand image.

CRM offers the opportunity to put online smart forms to estimate in real-time the degree of customer satisfaction.

It will be in this case a steering tool which will allow checking how a company’s products and services are perceived.

Then, we will be able to bring necessary adjustments in order to develop the ideal brand image.

These corrections consist of noticing the weaknesses within the company’s marketing and commercial actions. Once they are noticed, they need to be improved, so we can build a quality customer experience.

Easy CRM Tool, Simple Workflow Management:

Prediwell is a CRM Workflow hybrid software suitable for companies of all sizes.

His philosophy could be summed up in one sentence : an intuitive CRM solution giving the possibility, to easily automate the different tasks to lead in the business.

Example : customer care(of contacts), historial of interactions, project process campaign customization, collaborative tool (team board), intuitive research of keywords and customizable Dashboards.

Prediwell guarantees the management of the main activities within your company such as consulting, HR, Sales…

This adaptable and simple to learn Customer Relationship Management allows us to: