The Help Desk Software Blog

Put “Relationship” Back Into CRM Solutions

Organizations should use their CRM software to recognize and honor consumer preferences. 77% of consumers say that companies should let them decide how they want to be contacted, yet only 33% of companies even capture their customers’ preferred method of message delivery according to Forrester Research (2009).

And only 14% of 4,700 consumers say that the ads they receive are relevant to them. Most consumers prefer a dialogue rather than a monologue.

The consumer wants to feel “listened to” and in control rather than being told what to think, feel, or do. These things would result in benefits for the company and benefits for the consumers.

What is needed as part of the CRM Solution:
- Automated solution
- Capture preferences including opt-ins and opt-outs
- Simple, easy-to-read results
- Real-time updates
- Campaign tracking and reporting

Let your customers tell you what they want to hear about and how they want to hear it. Information such as opt-ins and opt-outs needs to be captured in real-time and accessed automatically in real-time.

Benefits:
- Visibility into customer contact status
- Increase sales productivity
- Greater management visibility
- Significant cost savings
- More effective marketing campaigns
- Improved customer satisfaction and loyalty
- Increased lifetime value of customers

Transform customer communications into profitable relationships. Achieve a one-on-one relationship with your customers.

When you have greater visibility into your sales activities with your customers and you have real-time access to the contact preferences of your customers and prospects, key metrics can be used to determine your pipeline of future growth.

Contacting a customer or prospect by his preferred method eliminates risk and maintains a positive, productive relationship. This results in creating value for customers which increases sales and customer satisfaction and loyalty. Productivity is then increased resulting in an overall increase in lifetime value of the customers.