Customer Relationship Management is one of the core aspects of any functional business entity. However, to maintain a meaningful relationship with customers, businesses need to add value to customer’s journey with them.
Today, with scalable technology like CRM, retail companies can improve enterprise relationships with individual customers. This blog will highlight how CRM helps retail firms boost productivity and accelerate their business growth.
Role of CRM in productivity improvements
By storing all product and consumer data in a consolidated system, CRM software enables easy access to required data. Thus, the selling process becomes much more manageable. Moreover, it accelerates the automation process and incorporates the desired efficiency. Following are some of how CRM help businesses boost productivity:
· Facilitate personalized customer experience
By tracking consumer’s preferences and contact information, the retail sales team can address consumer-specific requirements in a more personalized approach. It has seen that 90% of consumers are ready to share their behavioural data to achieve an easy and smooth brand experience. On the other hand, the salesperson can also save time by providing relevant services to their customers.
· Enable easier email list segmentation
CRM systems make it easier for retail firms to analyze consumer profiles through email lists. By segmenting the list according to life, stage, and demographics, retail firms can efficiently execute their marketing action plan by targeting relevant prospects.
· Achieve seamless sales process
CRM software can be used to track down consumer’s primary intent behind coming to the store. This helps salespeople begin the interaction where it ended last time and provides the details about required products or services. For instance, if a customer recently purchased an AC, the salesperson can offer details about other electronic products except AC based on existing information.
· Reduces staffer training time
Software that integrates all processes into a single system makes employee training more efficient. Thereby, employees can spend less time in checkout and more on core aspects of their job, i.e. improving customer engagement.
· Easily integrates with other programs
Retail CRM often integrates with other programs, including payment processing systems, email providers, and accounting software. Such integration helps in enhancing employees’ productivity by providing the information in real-time.
Moreover, it also integrates seamlessly with smartphone applications. Extending your services in this way outside your physical stores amp up your sales and increase returns.
Business growth with CRM
Retail stores that employes CRM software can achieve business growth in the following ways:
- Boost loyalty
Why would consumers come back to you again and again? It’s probably because you have offered them a customized shopping experience. CRM system helps you understand your customer base and offer them customized services as per their needs. This, in turn, helps you gain customer loyalty.
For example, you can offer personalized deals during the respective customer’s birthday week by fetching their birth dates. Such loyal programs will help you build a relationship that is more meaningful with your target customers.
- Automated marketing
The automated marketing strategy help businesses reach out to customers just at the right time, thereby, boosts their sales.
For example, if a company collects purchase data from customers with specific requirements. Then, the CRM enables businesses to forward suggested promotions and invite them to purchase.
- Secure a more significant ROI
By utilizing the data fetched from the CRM, businesses can analyze which strategies worked well and which did not. This information helps retail firms refine their strategies to suit customer requirements. Thus, ensuring effective sales strategies becomes possible; thereby, businesses can secure a more significant ROI.
- Online/offline integration
CRM allows the integration of both online and offline sales strategies. Thereby simplify and strengthen the whole selling procedure.
For example, if customers aren’t visiting the store, retail owners can reach consumer’s inboxes to encourage them for sale instead of just waiting for them to visit your store.
- Hike in referral rates
Satisfied customers are most likely to refer the products or services they liked to their friends and family. Thus, businesses can consider including a referral program into the CRM sales program. This will again help them boost ROI.
As discussed in the blog, CRM software helps businesses to focus on consumer needs from the moment they connect with their brand. Besides that, CRM systems offer seamless personalization, smooth integrations and streamline various sales processes. Ultimately, it helps boost productivity, which reflects reforming the face of any growing business entity.
O-Desk ( erstwhile O-Lead ) is one such CRM application from ONPASSIVE that helps businesses understand customer’s requirements with the help of intelligent tools like sentiment analysis. Thus, businesses can provide compliance at every step of interaction with their customers. Thereby, ensure a boost in business growth.