Increase Customer Engagement and Loyalty With a CRM Strategy

Managing customer data is the most important thing that must be done by the company, this aims to make communication between the company and customers more intense which is useful for maintaining customer loyalty.

To manage customers will find it easier to use for mobile devices to report the third party applications. Of course, this implementation will run more smoothly if it is collaborated with a CRM strategy or customer relationship management. 

CRM strategy in ddigital marketing aIt's very useful for a business and business people. So, before discussing database software customer. You should know more about what CRM is.

What is that Customer Relationship Management (CRM)?

Quoted from MTARGET, customer relationship management is a tools used by business people in synchronizing communications that occur with customers to all teams within a company, both marketing, sales, and also customer service.

CRM tools this will save later customers starting from contact information, transaction history, demographic information, email logs, call logs, and also chat logs when the customer first interacted with the customer. brand.

Not only that, CRM is also useful as a complete customer record, because CRM will synchronize data from the beginning of the customer getting to know the product until deciding to purchase. So, in general, CRM is a system that contains customer information related to the history of interactions with the company.

CRM functions and benefits

1. Accurately get customer data

Because the CRM system is for record keeping customers, of course the company will find it easier to get customer data accurately and safely that has been neatly arranged inside for mobile devices to report the.

2. Increase sales

With a well-established interaction between customers and the company, it can foster a sense of trust from customers towards the company which will have an impact on increasing sales.

In addition, good relations that have been segmented will make the offers made by the company easier to accept and not in vain. However, this must also be balanced with interesting marketing content as well.

 3.The quality of communication improves

The use of CRM can also make it easier for companies to communicate with potential customers, because the use of CRM will be useful for improving customer service response time of the conversation that took place. This will make the answer given by customer service can be more appropriate and quality.

4. Increase customer loyalty

With the establishment of good communication between customers and the company can increase customer loyalty. Thus, customers who have a high level of loyalty will indirectly help to do marketing by providing recommendations to other potential customers.

5. More effective administrative management

The last benefit of CRM is that it makes it easy for companies to administer and communicate with customers quickly, neatly, and save time which will save operational costs.

An example is that companies don't have to spend money to print brochures, because it will be much easier to do digital marketing through social media or also Email.

Types of CRM

Customer relationship management divided into three types, CRM is distinguished in terms of the needs of business people and companies. The types of CRM are:

CRM Analytics

This type of CRM will help several sub-divisions of a company such as sales, marketing, top management, and also customer service to determine the appropriate way of serving customers.

Operational CRM

Customer relationship management Operational is a type of CRM that has automation features such as: service automation, marketing automation, and sales automation.

Integrating CRM into marketing strategy

You can also use CRM as a form of assessing incoming data from marketing campaign made by the team marketing. Later CRM will become a collaborative system between teams marketing and also team you go out. Of course there are several ways to do this:

Integrate all marketing channel to CRM

The first step is that you have to move everything marketing channel (email marketing, social media marketing, etc.) and sales channels with CRM. By using CRM, customer and company interactions will be recorded,

Prepare lead scoring

Lead scoring prepared by the team marketing would be useful to determine whether a leads ready to be handed over to the sales team or not.  Leads will later make an obvious purchase, such as someone filling out a form on a product page, asking for product details in live chat, or sign up for a demo.

Prepare segmentation

The third way is to set up segmentation based on interests, location, or other key factors that can help the company to generate personalized messages for each segment.

You can set up segments directly in CRM and create campaign different for each segment as well. In fact, CRM will provide additional segmentation, which is a detailed record of user activity from marketing channel different.

Using CRM for campaign automation

You can also directly use customer relationship management tools to make campaign automation. 

Campaign automation created with CRM will only rely on the last email sent to the prospect before sending the next email. To find out how to choose the right CRM system according to the company's needs, you can read the article provided by MTARGET HERE.

Disclosure: This article is in collaboration with MTARGET.