A CRM (Customer Relationship Management) is a program that does what its name says – helps manage relations with customers. It stores all the details of your customers in a user-friendly and organized database that everyone can access. Many retailers are increasingly opting for retail CRM software as it helps enormously to enhance sales and revenues.
Every customer record in the software informs you about how you acquired them, their purchase history, their interactions with the company – all of which can help you know more about how to keep them coming back. It provides an entire picture of the journey of the customer with your business. It can provide all the information you require about your customer service; to identify the marketing methods that work and the ones that need improvement.
Retailers often have to manage myriad of customer issues. While it is not possible to please every customer, an effective Omni Channel CRM software solution provides better service to customers and ensures a higher level of success for a business.
Apart from storing customer information, the software can manage a wide range of other tasks too including creating brand awareness, marketing, finding leads, managing customer purchases and providing support and service to maintain a long-term relationship, among others.
A CRM can also have automation features that manage certain tasks, leaving your team to focus on the more important tasks. Actions such as generating leads and sending emails when customers take certain actions can ensure that the customers keep going ahead in the sales funnel. Some CRMs also come equipped with artificial intelligence to understand data and provide actionable steps to maximize opportunities.
Having all the data in one place is helpful for your sales team. They get access to the entire history of customer interaction with the company and thus don’t have to waste time in knowing when was the last time the customer was contacted or what was their last order, etc. They can thus focus only on what they well – selling.
Apart from having all your customer and sales data, the software also provides an in-depth analysis and dashboard functions. The best part is that all the information is available to the entire team across geographical barriers, helping everyone be on the same page.
An Omni Channel CRM software can also enhance productivity and cohesion in the workplace. With your employees working from the same solution and having access to all the information they need, they are better poised for a great job, without getting into each other’s way.
Retail CRMs are available in several sizes and shapes. No matter the type and size of the business, the aim of setting up a CRM software is to be more organized around customer data and activities, which in turn can help enhance revenue and productivity. With the right CRM in place, you can look to being more efficient, productive and successful at work.