CRM systems enable more personal, proactive customer experiences
Numerous statistics show that CX gains often translate into better business outcomes.
Consider a Forrester Research study that suggests experience-driven businesses grow their revenues 1.7 times faster than other companies.
Yet, the devil is in the details. Customers are more demanding than ever. Their expectations are high. If businesses fail to meet their needs, they might never return.
But, on the opportunity scale, focusing on improved CX can have enormous financial rewards.
Indeed, an October 2022 report by the consulting and research firm, Temkin Group, indicates that companies that invest in CX initiatives have the potential to double revenue within 36 months.
Many of these initiatives are data-driven, as businesses aim to better understand customers to deliver personalized, proactive experience.
These hinge on the CRM platform collating customer information into a single application.
CRM solutions provide a customer’s interaction history, purchases, and sometimes their sentiment.
To improve CX, companies can harness the CRM to:
A CRM tightly integrated with other CX tools is a powerful way to keep customers. The more advanced the technology is, the more customers and CX teams benefit.
After all, it provides valuable insights that lead to better decisions, while agents and customers will have more meaningful and relevant interactions.
Discover the leading CRM vendors by reading our rundown of the Forrester Wave for Core CRM Solutions 2022