Top 7 Reasons to Buy CRM Solutions for CX in 2022

Rebekah Carter

How CRM solutions can strenghten your business strategy

Top 7 Reasons to Buy CRM Solutions for CX in 2022

CRM (Customer Relationship Management) technology has become a vital tool for companies of all sizes over the last few years. Designed to help organisations strengthen their bonds with consumers, generate repeat purchases, and improve lifetime value, CRM solutions are powerful tools.

As consumers have become increasingly discerning about which brands, they do business with post-pandemic, and the quest for customer loyalty has grown more complex, demand for CRM software has increased. Currently, the CRM market is projected to grow at a rate of around 14.27% from 2020 to 2027, driven by increased brand focus on CX.

If you’re not already investing in your customer relationships with a powerful CRM software solution, you could be missing out. Here are just some of the reasons why you need a CRM in 2022.

1. Comprehensive Customer Insights

CRM tools come with a range of features to help companies understand their customers, track the purchasing journey, and manage client conversations. One of the most powerful capabilities of a good CRM, is the ability to track customer information from a range of different environments in one place.

The ability to manage contacts (94%), track interactions (88%) and monitor funnels (26%) are some of the most highly requested features of CRM tools, because they allow companies to understand what steps a customer takes when making a purchase, or becoming a loyal advocate.

CRM solutions ensure you don’t have to jump between multiple analytics apps, social media tools and other systems to track information about your audience. You can get a complete end-to-end view in one location, so spotting trends and insights is much easier.

2. Understand and Segment Customers

Collecting information about your customers doesn’t just help you to track their purchasing journey. The right information can also help you to differentiate different kinds of customers into various “segments”. These segments can make it easier to identify which clients are most likely to respond to specific sales and marketing techniques.

Your CRM solution will allow you to organise contact data, add tags to each customer, and segment your audience based on factors like deal stage, company size, and location. You can even track each individual customer’s stage in the purchasing cycle.

Segmentation will allow companies to take advantage of the growing demand for “hyper personalised” experiences in the digital world. The more you “define” your customers, the more you can provide the unique experiences they’re looking for.

3. Improved Team Productivity

Agents in a contact center, service representatives, and sales professionals work best when they have access to the right tools and information. A CRM can help take your team’s performance to the next level, by providing your staff with all the insights they need in an instance.

You can use your CRM technology to create sales dashboards and reports, so salespeople can get instant guidance on the next step to take when converting a customer. The same tools can even help you forecast potential sales results, and improve your processes, by showing you which strategies work best to close deals faster.

CRM tools can often integrate into your contact centre and service desk technologies too. In these environments, the right tools can give your agents an immediate customised overview of the details they need to know when serving a customer. This could include information about previous products purchased by the client, and insights into which agents they’ve spoken with in the past.

4. Opportunities with Automation

Automation is one of the most exciting new trends in the customer experience landscape, capable of supporting and empowering teams, while driving better experiences for customers. CRM solutions can come with a host of automated workflows you can adapt to suit your needs. For instance, you might set up automated messages to go out to users when they need to renew their subscriptions, so they don’t have to worry about losing access to crucial tools.

A CRM solution with intelligent tools and integrations to your contact center can also automatically collect information from a phone conversation or instant messaging chat and add it to a customer’s profile. This allows for more in-depth insights into each individual client.

Through automation, you can reduce the pressure on your team members, giving them more time to focus on the tasks that genuinely need their insight. At the same time, you can improve your chances of collecting and leveraging information that leads to better customer experiences.

5. Deliver Proactive Service

Customers in search of the perfect experience have always demanded “speed”. The faster you can respond to an issue, or connect with your customer when they need your help, the happier they’ll be. Today’s companies can use a wide variety of tools to speed up service, from automation and self-service to intelligent routing.

CRM solutions can allow you to take your focus on speed to the next level, by proactively anticipating your customer’s needs and delivering a solution before they ask for anything. The information you gather about your customers and their purchasing habits over time can allow your CRM system to determine the best moment to reach out to a customer about a renewal, maintenance, or another service they might need.

The same solution will also allow you to forecast changes in demand using historical data, so you can scale your customer service resources up or down to suit these alterations.

6. Optimise and Scale Processes

The right CRM system essentially gives you a full end-to-end view of your customer interactions, covering everything from sales to services. With this visibility, it’s much easier to optimise and scale your processes over time. For instance, you can enhance the way you manage the sales cycle by implementing automated strategies for scoring leads using AI-enhanced parameters.

If you notice your employees are losing time moving between different applications in the CX environment, you can integrate your CRM with the other tools they use every day, building a comprehensive pane-of-glass for information and productivity.

With the ability to track crucial metrics and even forecast sales and service opportunities over time, you can also more effectively prepare for the growth and development of your business.

7. Boost Collaboration

CRM solutions are more than just a tool for learning about your audience. The right solutions can also facilitate more effective team performance, communication, and collaboration. CRMs service as a record of conversations, notes, and contact information, so team members can easily share their experiences and collaborate over customer service and sales.

Many CRM platforms even come with built-in collaboration tools which allow people to work on the same file or sales quote at the same time, while chatting through instant messenger. The collaborative environments within your CRM can ensure more of your team members can work together on delivering sensational experiences, even if your staff are distributed in a remote environment.


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