Information Technology in Customer Relationship Management24/09/2022 0 By indiafreenotes
Customer Relationship Management (CRM) integrates people, processes and technologies to facilitate and strengthen relationships with customers. CRM is both a management function and a technology that deals with integrating all the business processes that involve interactions with sales, marketing and services. CRM technology should take care of the customer from end to end.
Keep Customers Up to Date
Email lists and company websites allow small business owners to keep customers up to date on the latest changes or developments. Business owners can use these tools to inform customers about new products that may interest them, or to inform them of sales, store events or other campaigns. Social media sites expand this capability even further. The low-cost nature of these tools means even small or new businesses with bare-bones budgets can maximize customer relations without a major investment.
Easier Questions and Feedback
Technology now allows consumers to reach a company at a time that’s convenient for them, not just during business hours. Using email or Web submission forms, buyers can share feedback or ask questions about products or services. Electronic communication is also cheaper and faster for both parties, and the convenience factor may encourage more customers to interact with their favourite businesses.
The popularity of digital music and e-book readers indicates consumers are eager to try out new forms of their favorite media. Cable companies, for instance, have a long history of poor customer relations and could benefit dramatically from this type of technological innovation. An April 2011 article by Fox News points to the potential for cable TV companies to deliver programming through tablet computers. Consumers would also benefit from a more effective delivery of their favorite programs. Other businesses can similarly utilize new forms of media and technology to streamline services and bolster marketing and public relations efforts.
Customer Service Management
Customer service management software programs track and analyze data and customer feedback, making this information easier for companies to understand. Using these programs, companies can be better equipped to deliver products and services that consumers want and market them more effectively.
Efficiency and Pricing
Technology can also help companies streamline operations, reduce staff and processes, and cut costs internally, which can then be passed on to the consumer in the form of lower prices. Since many consumers actively seek out value pricing, this strategy serves as an effective way of building customer relations.
Social media is a dynamic and interactive environment
It’s easy to forget that social media marketing is relatively new technology. Don’t neglect the ways in which its use can strengthen your customer relationships. Be on the alert for mentions, posts, and forums to identify where customers are seeking help or information on your products. Use social to answer queries and see it as an opportunity to connect with your customers and build brand loyalty.
90 percent of people read a review on social networking sites before they decide to buy a product. That makes it worthwhile to encourage customers to post positive ratings and testimonials. You can then add these to your site to offer social proof of the value of your product or service.
Consider all social platforms as a place to connect. For example, according to Sprout Social, 80 percent of Instagram users follow a business on the platform. Users see it as a positive way to engage.
Use technology to automate social media processes, including auto-posting, scheduled posting, and verifying your engagement. Instead of wasting time on the menial tasks related to managing social media campaigns, you can engage with customers and focus on growing your business.
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