5 Reasons why you should appoint a Customer Relationship Manager in your business
Since more businesses operate and sell online nowadays, managing customer relationships has become more crucial than ever. A dedicated Customer Relationship Manager (CRM) is a fundamental asset for businesses of all sizes and scope that are aiming to thrive and grow.
If you are yet to hire one, here are five reasons why you should.
1. They help enhance customer satisfaction
A CRM bridges your business and its customers, ensuring their voice is heard and acted upon. By addressing concerns, managing complaints, and promptly responding to enquiries online and offline, a CRM helps significantly enhance customer satisfaction. Happy customers are not just loyal; they become advocates for your brand, driving authentic and invaluable word-of-mouth marketing.
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2. They can help improve customer retention
The cost of acquiring a new customer can be five times higher than retaining an existing one. A CRM specialises in keeping customers not just satisfied but engaged. It is critical to improve customer retention rates through personalised communication, tailored offers, and proactive service. Understanding and anticipating customer needs ensures customers feel valued and are less likely to look elsewhere for their needs.
3. They can provide valuable insights
Beyond the day-to-day interactions, a CRM offers your business a treasure trove of insights and data into customer behaviour, preferences, and feedback. This information is like gold dust for any business, informing product development, marketing strategies, and overall strategic business decisions.
A CRM can analyse patterns and trends in customer interactions to recommend actions that can enhance the customer experience and drive business growth.
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4. They can help you to streamline communication
In our hyper-connected world, customers expect to interact with businesses across multiple channels—email, social media, phone, and more. A CRM ensures that communication is streamlined and consistent across all these channels. They oversee that the brand's voice remains unified and that messages are timely and relevant.
Whenever a customer posts a message on your social media platform, others are watching. Responding promptly and respectfully to your customers’ messages will ensure your brand builds trust and reliability, which are crucial for long-term relationships.
5. They can help your business foster personalisation
Your industry is likely to be highly competitive, and it can take time to set yourself apart from a sea of similar brands offering comparable services. Personalisation is what can set your business apart. A CRM is essential for delivering personalised experiences to your customers by understanding individual customer needs and history. CRMs can tailor interactions and offers, making customers feel uniquely valued. This level of personalisation enhances the customer experience and boosts sales and loyalty.
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A CRM is a strategic asset
A CRM is not just a role within a business; it's a strategic asset. By prioritising strong, personal, and enduring customer relationships, a CRM empowers businesses to navigate the complexities of customer expectations and market dynamics. Whether you're a startup or an established player, the question isn't whether you can afford a CRM — it's whether you can afford not to.
In today's competitive landscape, where customer experience often dictates success, investing in a dedicated CRM can be the difference between a business that merely survives and one that truly thrives and grows. It's a role that champions the customer, guides the business, and ultimately shapes the future of your brand.
So, if you do not have a dedicated CRM yet, it’s probably time to consider hiring one.
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Jo Buchanan, the author of this blog, is the Founder and Director of TwitTwooYou Limited, a business growth strategic consultancy centred on getting brands noticed. TwitTwooYou offers smart services to help businesses grow and achieve their aspirations and goals. Want to get your brand noticed? Get in touch for a free, no-obligation chat.
