Superior customer experience is important regardless of a businesses size, industry or experience. A positive customer experience is crucial to the success of your business because a happy customer is a loyal customer, and loyal customers ensure continued cash flow. Many businesses underestimate the importance of good quality customer service, and comprehensive customer relationship management (CRM) software to manage it. For any business seeking to improve their customer experience, the first step is to invest in a CRM solution, specifically one which is embedded in a complete business management solution like cloud Enterprise Resource Planning (ERP) software.
CRM software helps businesses easily track all communications and nurture relationships with their leads and clients. A CRM replaces the multitude of spreadsheets, databases and apps that many businesses patch together to track client data. This means data is comprehensively kept in one place and allows your business to easily access a 360° view of each customers’ journey from first contact to ongoing support. Placing customers contact, buying and historical information at the fingertips of necessary employees, allows them to provide informed and personal customer service, essential to an excellent customer experience.
When your CRM is integrated with the rest of your business data, managing your CRM is a whole lot easier. A cloud ERP solution provides an integrated suite of business applications, including finance, distribution, manufacturing, CRM and more. Most cloud ERP software has a comprehensive CRM solution embedded within it. When a cloud ERP solution has a built-in customer management solution, the customer journey is transparent with their data up front and center. CRM within a cloud ERP solution allows you to automate your sales process and improve the efficiency of your sales team by providing them with the contacts, opportunities and activities that influence the sales decision. Other features include, integrated document management, lead and list management, email marketing, powerful case management, contract management and more. These features enable businesses to strengthen customer relationships as well as increase efficiencies by joining all marketing, sales, billing, and finance information into a single database, which is accessible through a single interface.
An integrated CRM-ERP solution offers businesses one version of the truth. This means every department, from marketing and sales to customer support, utilizes synchronized, real-time information, which helps them make strategic, customer-enhancing decisions as they usher customers through the sales funnel.
This all-in-one solution allows businesses to:
- Increase quality leads with connected and automated processes
- Spur innovation by providing real-time access to vital data
- Drive business goals through informed decision-making
- Improve customer satisfaction with fast response times and a self-service portal
- Maximise value by integrating ERP and CRM into a single, powerful solution
Overall, an integrated CRM-ERP solution enables businesses to understand its customers better. Detailed customer insights allows you to provide a better customer experience, improving sales and overall revenue.