Using CRM software provides a win-win situation for both companies and customers.
Furthermore, Salesforce’s “State of the Connected Customer” report reveals that 62% of customers expect companies to adapt based on their actions and behavior. In one survey, 63% of customers reported they wanted personalized recommendations and they were willing to hand over their data to get everything from special offers to exclusive deals.
This customer data is invaluable for companies, and customers expect companies to act on the information they give them. Everyone within the company has a single source of truth for customer data, which helps reduce errors, lags in service, and frustration. Customers experience a smoother path to purchase and more personalized service because the company tracks their history and preferences. When a company uses a CRM system, it can manage its entire customer journey across marketing, sales, digital commerce, and customer service. Companies use such systems to store contact information, manage touchpoints, create personalized email drip campaigns, predict future sales, offer tailored recommended products, guide customer service interactions, see a contact’s entire customer lifecycle, and more. A customer relationship management (CRM) system is software that helps businesses manage interactions and relationships with external contacts, including leads and customers, from one centralized platform.
