CRM software makes it possible and easy
Posted: Thu Dec 26, 2024 4:32 am
Unlike customer service or customer relationship management, customer experience is not a one-size-fits-all part of a business, but a company-wide experience. The overall context of a customer’s experience spans everything from the product or service a company offers to messages and interactions in the sales and post-sales phases.
It is often mistakenly believed that Customer Experience can be understood as a synonym or interchangeable concept with Customer Service . The association between the two expressions is understandable, since customer service and customer experience management have an important goal in common: satisfying customers . However, rather than simply being a new label for an old idea, customer experience is a much broader concept that includes customer service and goes beyond it.
Customer service is the quality of attention and assistance that kazakhstan telegram phone numbers a company provides to its customers, whether through email in a contact center , or face-to-face in a store or through a reception desk. Customer service is a customer-facing role that is responsible for answering questions and handling routine after-sales service and any complaints that arise.
Customer experience includes customer service as well as marketing, advertising, merchandising, product design, hiring decisions, logistics, brand purpose, store aesthetics, supply chain decisions, and virtually every other part of business operations.
Long story short: CX is far-reaching, and customer service is an integral, but relatively small, part of it.
The evolution of online Customer Experience has accelerated the digital transformation of companies. Today, brands have a lot of data at their fingertips. With a specific customer profile, they can better personalize and manage interactions with customers.
CRM allows you to centralize all this information, segment by profile type and personalize each message based on the recipient. A CRM allows you to record all interactions with existing and potential customers. Regular and relevant communication is essential for a successful customer experience.
CRM Features in Customer Relationships by Category
It is believed that a good CRM software should combine three main categories of features:
Marketing actions: to enable the analysis and valorisation of information flows drawn from market studies for the implementation, in particular, of Marketing Automation .
Sales Management: To automate sales management using new tools (Sales Forces Automation) that make life easier for sales teams.
After-sales service management : By establishing call centers for remote assistance, CRM allows companies to easily answer their questions and listen to their customers.
Overview of the main features of a CRM software
All the features of a CRM software can be traced back to the categories mentioned in the previous paragraph.
It is often mistakenly believed that Customer Experience can be understood as a synonym or interchangeable concept with Customer Service . The association between the two expressions is understandable, since customer service and customer experience management have an important goal in common: satisfying customers . However, rather than simply being a new label for an old idea, customer experience is a much broader concept that includes customer service and goes beyond it.
Customer service is the quality of attention and assistance that kazakhstan telegram phone numbers a company provides to its customers, whether through email in a contact center , or face-to-face in a store or through a reception desk. Customer service is a customer-facing role that is responsible for answering questions and handling routine after-sales service and any complaints that arise.
Customer experience includes customer service as well as marketing, advertising, merchandising, product design, hiring decisions, logistics, brand purpose, store aesthetics, supply chain decisions, and virtually every other part of business operations.
Long story short: CX is far-reaching, and customer service is an integral, but relatively small, part of it.
The evolution of online Customer Experience has accelerated the digital transformation of companies. Today, brands have a lot of data at their fingertips. With a specific customer profile, they can better personalize and manage interactions with customers.
CRM allows you to centralize all this information, segment by profile type and personalize each message based on the recipient. A CRM allows you to record all interactions with existing and potential customers. Regular and relevant communication is essential for a successful customer experience.
CRM Features in Customer Relationships by Category
It is believed that a good CRM software should combine three main categories of features:
Marketing actions: to enable the analysis and valorisation of information flows drawn from market studies for the implementation, in particular, of Marketing Automation .
Sales Management: To automate sales management using new tools (Sales Forces Automation) that make life easier for sales teams.
After-sales service management : By establishing call centers for remote assistance, CRM allows companies to easily answer their questions and listen to their customers.
Overview of the main features of a CRM software
All the features of a CRM software can be traced back to the categories mentioned in the previous paragraph.