Intellika Blog

Intellika experts discuss the key initiatives of business transformation and accelerating innovation.


3 Tips to Increasing Customer Retention Using CRM Software

Hello and good day readers. It is always a great feeling every time you read what we have got to offer. If it wasn’t for all you wonderful people who took insight from our writings, we would have quite a few things to complain about. But thank goodness, that isn’t the case.

But, speaking of complaints, we are reminded of customer complaints that on some unfortunate days keep pouring in. on a bad day like that; do you have a system that can cater to the inflow? If not, it is time for some awareness and action.

Did you know that the CRM software can help you manage your customer complaints? Well, it can.

Like we shared earlier, “CRM or Customer Relationship Management was invented to combine strategies, practices and technologies that a company used to first analyze customer interactions…By doing so, it became possible and easy to retain old customers, while also reaching out to so many new clients.” So, if your company’s relationship with every single client is critical, then don’t you think customer complaints and suggestions, which is crucial for your business should be handled with extra care? That’s where the CRM comes in.

Use your CRM software to keep customers happy, loyal, and satisfied throughout your connection with one another. You can optimize your customers’ satisfaction and also ensure repeat business with the level of customer support and help of case management tools that the CRM offers. However, we wish to highlight on handling and managing your customer complaints first.

The following are some complaint scenarios and solutions for them:

·         Outdated system that do not meet customer standards

Most businesses operate on technology that they began working with. No upgrades. No change. That can be pretty frustrating. A customer, who may be trying to get in touch for information may also end up becoming a complainant. To process a request or a complaint, both customers and agents working on the issue have to access multiple levels in the system to get to the solution or response. This can make your customers hate your service. CRM solves that for you. All the required processes are in one place, making it an end-to-end process.

·         Incomplete information, insufficient information

With partners, colleagues, and customers spread across the globe, sometimes it become difficult for business to consolidate every piece of information. The scopes of slip-outs are high. The requirement for collaboration is very high in such cases and the lack of common, integrated systems too. This creates barriers in the flow of information and makes investigations of complaints difficult too. Integrating all your information into the CRM system, will help you achieve a solution to this problem with just a few clicks.

·         Constant change in economy and the business environment

Change in the social, economic, demographic, and political factors often result in changes in an organization too. But these changes don’t happen on every level simultaneously. While the changes may be put into effect at the process level, the technology may not necessarily be updated in terms of the customer level. Technological improvement lead to cost reductions and the complete automation of a process, but integrating it may be expensive, and could hold businesses back from taking the step. CRM helps here too.

These are some of the ways CRM can help you manage your customer complaints. Try it and know for yourself.

Making Customer Relation Management easy for you

Add comment