The Story of Customer Relationship (Briefed)

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long time ago when you hear Customer Service it comes to your mind a people serving customers by answering they inquires or respond to their requests, but in the fact they telling the customer what can be done and what can’t be done so it is about what company can/can’t be done not about what customer want

… here’s the story begins 

The quick evolution of global trade with thanks to the development of communications technology made companies in a hot competition not only with local competitors but with international competitors as well, a competitors who take advantage of communications development and the evolution of internet, social media & the new power of digital marketing on internationally bases.

Therefore, when a product or a service has many providers the customers will stick to the one who cares more about their needs and make more efforts to satisfying them and from here comes the important of CRM as crucial in determining the market shares.

Companies keep competing on who can give more OR be more flexible so we started to use Customer Care not Service.

in a more developed stage of competing we started to use Customer Experience as the pre-final stage before the final stage in competing -as I think- of Customer Centricity which simply means that Customers are the center of the business and everything ales is rotating around customers and how to satisfy them .

So the stages of CRM development was :

Stage one :

The basic rule of all stages is

" To win a bigger market share with competitors selling almost the same product/service that you selling just make them happier with you  "

,  so the world moves from customer service of informing customer what can be done and what can’t be done to Customer Care as a more flexible service with more exceptions and Custom-designed service, product or terms according to customer needs .

Stage Two :

With a more evolution in communications advanced technology and internet, customers had more needs on quicker basis ; companies competing to make their customers happier so world moved from customer caring limits to the customer hole experience limits in order to make sure that customer is satisfied during and after purchasing to ensure that they will purchase again and again .

Stage Three :

The evolution keep going faster and faster with a communication technology of smart phones and transforming multitasking laptops and customers become able to do more things and have more needs on quicker than ever before and customer experience have reached the edges so to keep customers satisfied, the leading business companies - Amazon - begins and others followed after to re-align their companies departments and sectors to rotating around their customers needs to satisfying them and this is the most advanced development of CRM to be Customer CENTRICITY .

That was the story , lets talk about the benefits …

CRM benefits to Marketing

The simplest definition of Marketing can be “ to know the way “ and the way here is the customer way , every customers segment have their own way and job of marketing people is to know their way, and in order to know it you defiantly will need to understand your customers and define the proper marketing activity for every segment in order to achieve your marketing goals … the CR records gives you the signs of the way , at least it will let you know what to write in your promotions, advertising or mail campaigns  .

How CRM Accelerate Sales

If Marketing showed us the way, so the simplest definition of Sales can be “ to walk the way ” it is the act of turning a prospective to a customer and you can’t do this unless you understand the prospect and know his needs to targeting and convince the prospect, to do this and accelerate sales by increasing the turned on prospects you will need the CR records that will give you the Keys of every segment for more selling .

Automation & CRM Software

using a CRM software will bound CR with Marketing and Sales, whish is the most effective integration to concentrate on customers , actually it is not logic to run a business in 2016 manually !!! Old school is good but what if we take it's advantage in automation ??? 

The rapid development of technology and automation of every thing leaves every business in a critical need to automating the work process including CRM to :

  • Increased customer satisfaction as they are getting exactly what they want
  • Reduced costs, because the right things done effective and efficient with no wasted time or efforts.
  • Achieve growth in numbers of customers
  • Maximisation of opportunities
  • Increased access to market and competitor information
  • Highlighting poor operational processes
  • Long term profitability and sustainability

Also not every company can re-align the company departments and sectors easily to achieve Customer Centricity like #Amazon at least they have to achieve an excellent memorable Customer Experience, so find this tasted and proven tips :

1- Learn Before Engaging :

Learn about your customers- know who they are, what they buy, why they buy, when they buy and how they buy .

2- Be Prepared :

Because customers expect that you know what you are talking about, so don’t let them down!

3- Be Available : 

Because not all customers will re-contact you , so be available for your customers by using every possible way, platform or channel to make sure that your customers can always reach you when they need you.

4- Be Attentive :

Because not all customers like to repeat, so be attentive to them , listen carefully to every, and do listening more than talking because what they saying is your most valuable source of knowledge.

5- Don’t be a Machine :

never give customer the feeling that he is talking to an answer machine it will make customer feels that he is just ‘one of many’ which is fetal if you looking for a loyal customer that will keep coming back to you.

6- Be Thankful :

Because he/she is your customer, show appreciation- to your customers at every occasion when they stick to you, trust you …etc.

7- Follow and Check up :

Make customer feels his/her important to you , Follow up on your customers- a customer’s experience doesn’t end with the purchase, but continues with the shipping, the arrival of the product, and finally with the use of the product. Check up with them to ensure that they are satisfy .

This Tips will be easier to be done with Customer Centric as the whole environment is helping.

liked it ? ...  Share it ! , Hope to have your comments ...

Wishing you Good Luck .

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