All businesses, big or small, are evolving with time. They are trying out new tools and experimenting with modern CRM systems to improve customer experience. That means every business is paying attention to two key areas. Acquisition of new customers and retention of the old ones. You don’t want your business to lose out on these new opportunities, right? So, you have to get into this game of digital transformation. But first, you need to wrap your head around the basics. “What is digital transformation?” “What is a CRM system?” Here are your answers.
What is Digital Transformation?
Digital transformation is the process of reinventing your business processes with the help of digital tools. It means to drop your years-old methods and make new strategies to take your business where you want to.
What is a CRM System?
A CRM — customer relationship management — is a system that helps you improve your relationship with your customers. Businesses use CRM systems to manage and analyze their customers’ data so they can streamline their processes to improve customer experience.
Here are the first steps to start the digital transformation journey of your business with a CRM system.
1.Track all your customers
The first thing you want to do is put the CRM system in place so that it tracks down all your customers. Use the CRM system as your third eye to see what your customers are buying and how they are buying. This will help you better understand their issues so you can resolve them in-time. You can also use the CRM system to receive feedback from your customers and take their direct help in finding quick solutions.
2.Define customer groups
The next step is to categorise your customers into different groups according to your business type. For example, a group of customers who are satisfied with your products or services and another group of customers who have asked you for a refund. When you group customers together, it will be easier for you to watch their activities, analyze their issues, and drive solutions.
3.Prioritize your customer key results
Prioritising your customer objectives is another key step to digital transformation. You want to make sure that you put your efforts in the right direction. For example, do you want to focus more on getting repeat business from your existing customers or do you want to use them to get more referral customers? Prioritise the one that is easier and more beneficial to your business. Then, use your CRM system to do things that have more priority and that can bring you more revenue.
4.Follow up more with existing customers
Keeping in touch with your old customers is crucial to customer retention. You want to make your existing customers feel like they are being heard. You can do that with marketing automation of a CRM system. Set up emails campaigns in your CRM system and send them to the group of your existing customers. Tell them you want to understand their needs and give them the best service possible.
5.Hunt new opportunities
Ever heard of up-sell and cross-sell opportunities? These are smart techniques to get more value from the customers who are already buying from you. Up-selling is where you offer customers a better option for what they are actually buying. Cross-selling is where you offer complementary products to go with the product or service they are getting. You can do both these magic tricks with a CRM software. All you have to do is study their patterns of purchase and you can easily sell more to your customers.
Final Words
Most businesses know that digitalization is the way to go. But only a few are actually taking the path of digital transformation with a CRM system. It’s not rocket science, you can do it too. All it takes is saying ‘yes’ to change and putting in place a system that lets you know what needs to be changed and follow the above steps.
“Reinvent” your business practices with a CRM system today or get ready to fade out in the market sooner or later. The choice is yours!
