​Know Your Customers Like Never Before With CRM

How much time do you spend searching for customer information?

What does that add up to every day, every week - or even an entire year?

Consider how much easier your working life would be if complete information about your clients was reliably accessible in a single interface.

CRM systems are that hub to connect customer and relationship detail so that everyone has access to all the detail they need wherever they work.

Know your customers like never before with these CRM capabilities:

Case Management

Track every service issue in CRM for visibility of recent cases logged on each customer account.

For example, account managers can check which contacts have logged the most support calls, determine any frequently encountered issues and identity if any issues remain outstanding.

Sales Opportunities

Track each selling opportunity on an account for a clear picture of how much business has been sold to an individual customer, report lost business and see details of outstanding deals yet to close.

Email Marketing

Connect CRM with dedicated marketing automation services including Click Dimensions and MailChimp to track and report each email recipient action.

Identify which customers are engaging with your message and how your email is resonating with your audience.

Email marketing data reported in CRM can be applied to create targeted lists based on email behaviour, trigger nurture campaigns or carry out other automated actions.

Sync Transactional Data

Connect CRM with eCommerce platforms like Magento to connect order detail with individual contacts and customer accounts. Transactional data can trigger automated CRM actions to include sending emails and scheduling activities, and can also be used to profile clients to improve customer segmentation.

Connect Invoice Detail

Integrating CRM with accounts systems such as Sage 200, Sage 50 and Microsoft Nav means that complete detail of customer orders are available to customer facing users helping them to answer order and invoice related questions and check individual purchases.

Communications History

Whether it’s a phone call, an email message, meeting note, or any any other communication every client interaction is tracked in CRM empowering any user to continue the conversation with an informed understanding.

Contract Status

Track details of the contracts and any other customer agreements in CRM enabling support agents to quickly verify that individual callers are entitled to log service issues, and which service level agreement applies.

Member Status

Use CRM to store all the essential detail about members including membership level, expiry date and other member detail including payment status and how long an individual has been a member.

Active Products

By tracking details of client orders there is never a need to ask customers which product they have purchased. Service teams and account managers can see at glance which products are in use and if appropriate check the current versions, unit numbers and expiry dates helping them to progress service requests and make product recommendations.

Measure Client Satisfaction

Gather feedback from clients about their experiences with your organisations using survey tools integrated with CRM, or even utilise machine learning to calculate client satisfaction and assign a smiley face depicting their perceived happiness status.

Collect Preferences & Feedback

Use web forms and survey tools to encourage customers to share their opinions, preferences and other data. By increasing engagement and bringing this detail into CRM emails and other communications can be increasingly personalised.

Complete Contact Detail

Track every client contact point in CRM including phone numbers, email address, social media accounts, addresses and any others enabling team members to easily keep in touch.

Certification Status

If your organisation delivers training courses, or provides other services that involve accreditations which expire CRM will record the status of these certifications for each client and personalise communications for renewal messaging.

Event Registration

Use CRM to track details of each event that your customers register for and attend. Record each attendee for seminars, webinars, product launches, trade shows and networking events to accurately segment individual contacts in CRM and tailor messages accordingly.

Usage Statistics

If your organisation tracks customer usage of hire or leased equipment you will likely already have a system to store this detail. By connecting this data source with CRM usage detail is easily shared throughout the organisation from a single interface and connected with other business processes.

Client Documents

Upload customer files including PDF's, Word documents, spread-sheets and other files to CRM, or connect this with dedicated document management solutions including Sharepoint to easily refer to client letters, plans, photos, tablets, signed agreements and other resources.

Meeting Notes

Use cloud resources like OneNote to capture notes, images and drawings from customer meetings and other engagements and connect these to client records to make them accessible to other CRM users.

Company Insights

Microsoft Dynamics 365 includes company insights from LinkedIn to identify, understand and engage with buyers. Save time researching companies and discovering new contacts to identify decision-makers by function and job title.

CRM Advice