Can’t seem to retain existing customers or having problems building long-lasting customer relations? Follow these 5 steps of the CRM process to implementing an effective strategy and increase your profits by improving brand loyalty.
A CRM strategy is a key player in retaining customers and building long-lasting or effective client relationships, the whole company’s functions must be aligned to it.
Before starting to detail the 5 steps of the CRM business process, first, you need to understand the meaning of the CRM system and what it entails.
What are the 5 steps of the CRM process?
1. Introduce them to your business
The first step on how to introduce prospective clients to your business is by building brand awareness through effective marketing campaigns. To start this step, you should segment audiences by analyzing their consuming habits and qualities, such as:
- age,
- gender,
- hobbies,
- salary, etc.
Thus, you understand them and have a clear perspective on their likes and needs to captivate them when contacting them for the first time.
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2. Engage them
Following the marketing campaign, the engagement part can and must be made via all communication channels in a unified way: mail, SMS, telephone, social networks, etc. However, being multi-channel does not mean replicating your communication on all media. It is a question of adapting one’s communication according to the different spaces of exchange.
3. Converse them
This is the step where you actually see the profits of an effective CRM approach. The purpose here is to convert an audience or lead to an actual client. For this step, you must be very cautious and do extensive research on future clients, in order to offer a quality service.
4. Provide quality customer service
This is the step where you should really use CRM as a motto instead of a function. After the conversion period where clients received their goods or services, it is of extreme importance to know the client’s user experience in order to optimize your offer and understand what changes to make for the improved customer journey and customer experience.
5. Invest in Loyalty and Upgrading
Finally, the key step in the CRM process is the support you provide to your customers. By definition, customer relations are cyclical: your objective is to reduce your attrition rate (loss of customers) to a minimum by offering customer support. When it is responsive and when requests are well managed, it can be a strong brand loyalty factor, making the customer feel valued and grateful for the special attention you’ have given them.
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