A customer experiences many touch points during a typical sale and, at every single point of contact, there is potential to either strengthen or weaken this important relationship. It’s not enough to provide high quality products, offer healthy value-to-price ratios or create strong branding messages. The customer experience has never been more important and if you can’t provide a seamless, frictionless experience, you could lose a customer and undo years of marketing and branding efforts.
Today’s consumer forms strong opinions long before reaching out to a sales professional or company. After making up their mind about a product or service, and the company they want to work with, they then reach out with very high expectations for an immediate response, accurate information about products or pricing, and a streamlined sales process. What may seem like a tall order is now the norm and businesses that get it right will enjoy long-term relationships. Those that get it wrong risk an unhappy customer that is likely to turn to social media, warning peers about a lackluster experience and unraveling years of solid marketing efforts.
Provide the Experience Your Customers Demand with CRM
Businesses can deliver the superior customer experience expected today by deploying a modern customer relationship management (CRM) solution, such as Microsoft Dynamics CRM. This integrated solution connects marketing and sales campaigns and taps into social networking sites to provide your teams with the ability to understand customer needs and expectations better.
- A centralized location makes it easier for your front-line teams to respond faster, and more accurately, with the information a prospect or customer needs.
- Guided workflows add consistency to common tasks and streamline the capture and assignment of leads to the most knowledgeable sales representative.
- Collaboration tools strengthen the sales cycle, improving responsiveness and removing friction from the sales order process.
- Built-in triggers can send notifications to remind sales representatives when it’s time to follow up or check in with a customer during the sales process or after products have been delivered.
When you arm teams with real-time information about customers, provide tools to tap into social media, and automate the entire sales cycle—you have the control and insight needed to deliver a strong, positive customer experience at every possible touch point. Contact PrenticeWorx for more information about elevating the customer experience and developing long-term relationships by deploying Microsoft Dynamics CRM.
