Most people think of CRM (customer relationship management) as a set of tools or software that you use to manage your customer relationships. While this is certainly one way to do things, it is by no means the only way.
In fact, there are many different CRM techniques that you can use, most of which don’t require any extra hardware or software. You can use simple tools and strategies to keep tabs on your customers and ensure they’re happy with your products or services. Here we shall explore some of the lesser-known CRM techniques you may not have thought of.
Keep a Customer Journal
One simple CRM technique is to keep a customer journal. This is simply a log of all your interactions with a particular customer. Make a note on your journal every time you:
- Talk to Them on the Phone: Be sure to take the time to talk to your customers on the phone every so often. This will help you stay in touch with them and build a stronger relationship.
- Email Them: You should also make it a point to email your customers regularly. This doesn’t have to be anything fancy – just a quick update on what’s new with your company or product, or even just a personal note to say hello.
- Meet With Them in Person: If possible, try to meet with your customers in person from time to time. This is an excellent way to build rapport and keep them up-to-date on what is going on with your business.
This will help you track what is happening with each customer and ensure you are providing them with the best possible service.
Use Customer Surveys
Another CRM technique is to use customer surveys. Surveys are a great way to get feedback from your customers about their experience with your product or service. You can use this feedback to:
- Improve Your Offerings: Use customer feedback to improve your product or service. If you are constantly getting complaints about a particular issue, address it as soon as possible.
- Make Sure Your Customers Are Happy: Use surveys to check in with your customers and ensure they are happy with your product or service. If you are not meeting their needs, make the necessary changes to improve their experience.
However, use survey results wisely; don’t let them dictate your entire business strategy!
There are a few key things to keep in mind when using survey results to improve your business:
- Use them as guidelines, not gospel. Survey results should be used to improve your business, not as the be-all and end-all of your decision-making.
- Be cautious of small sample sizes. If you are surveying a small group of people, be careful not to read too much into the results. It is possible that the views of this group do not reflect the views of your entire customer base.
- Be objective. When reviewing survey results, it is essential to be objective. Don’t dismiss feedback simply because you disagree with it; consider it carefully and decide if there’s truth to it.
- Use multiple sources of feedback. Do not rely on surveys alone to give you an accurate picture of your business. Use various methods, such as customer interviews and focus groups, to get a well-rounded view of your company.
By following these guidelines, you can be sure that you are using survey results in the most effective way possible.
Keep in Touch With Your Customers
Finally, one of the most important CRM techniques is simply to keep in touch with your customers. Make sure you stay in touch with them even after they have made a purchase. Send them:
- Follow-Up Emails: You should always follow up with your customers after making a purchase. This is a great way to ensure they are happy with their purchase and offer them any additional support they may need.
- Phone Calls: Another great way to keep in touch with your customers is to give them a call from time to time. This doesn’t have to be a sales call – just a quick check-in to see how they’re doing and if they need help.
- Thank-You Notes: A simple thank-you note can go a long way towards building goodwill with your customers. Be sure to send one after each purchase, and include a personal message to show appreciation.
This will help you build strong relationships with your customers and keep them coming back for more.
These are just a few of the many different CRM techniques you can use to manage customer relationships. Try out some of these methods and see which ones work best. You can also consult with CRM professionals who are bound to be able to give you a great deal of helpful advice, point you towards useful tools, and generally, ensure you have the best relationship with your customers possible.