Build Everlasting Customer Relationships.
Nothing should get in between you and your customers. The latest features bring you everything you need to eliminate barriers and stay relevant to your customers. Great customer relationships should last forever. Here are the 17 newly updated CRM features you can’t live without. Check out The Best CRM Software of 2021 comparison article.
The Three Central Foundation Pillars.
1. Insight 2. Experience 3. Intelligence
1. Customer Segmentation
- Segment your customers based on their purchase patterns using the RFM model (recency, frequency, monetary value).
- Utilize this information to build targeted marketing campaigns that result in higher conversions.
- Identify unique upselling and cross-selling opportunities while improving customer engagement.
2. Webform Analytics & Testing
- Analyze webforms with statistics based on total leads generated, lead source, form abandonment rates, and more.
- Generate visual charts to get a quick picture on the performance of all your webforms.
- Conduct sophisticated webform A/B tests, with control over parameters such as traffic and test duration.
3. Marketing Attribution
- Link sales and marketing data together to identify marketing campaigns with high ROI.
- Identify which campaigns work best at each stage of your pipeline.
- Associate deals with the appropriate campaign and tailor future interactions with your contacts accordingly.
4. Cohort & Quadrant Analysis
- Classify sales and marketing data into cohorts and identify useful patterns across different groups.
- Discover useful metrics, such as customer retention during different periods, lead conversion trends, and more.
- Organize information into matrices using quadrant analysis, and identify underlying trends in your sales data.
5. Analytics App
- Access the Zoho CRM Analytics app to view all your CRM dashboards on the go.
- Dashboards remain synced so you always have the latest metrics at your fingertips.
- All dashboards are interactive so you can lay them out based on your selected parameters.
6. Command Centre
- Lead customers on personalized journeys from their first interaction with your brand, up to the point of purchase, and beyond.
- Create complex flows across modules and integrate third-party app actions when needed.
- Monitor metrics about each journey. Identify any unseen bottlenecks or delays that may be hindering your customers in their journeys.
7. Prediction Builder
- Create predictions for any field, in any module of Zoho CRM.
- Fine tune the default predictive model based on your chosen parameters to improve prediction accuracy.
- Make improved sales decisions based on predictions.
8. Zia Recommendations & Assignment Suggestions
- Improve lead conversion rates and deal size through intelligent suggestions.
- Route prospects to the best available rep automatically, based on Zia’s analysis of a rep’s interaction history.
- Receive recommendations for cross-sell or upsell opportunities relevant to a particular lead.
9. Automation Wizards
- Simplify complex record creation efforts with data collection wizards.
- Build a sequence of small contextual data entry forms to help sales reps capture information efficiently.
- Set up automated actions between stages or upon submission.
10. Multiple Pipelines
- Manage sales processes unique to various product lines, geographies, or other parameters.
- Customize each stage of your pipeline to suit your organization’s requirements.
- Get detailed reports to help you analyze the performance of each sales pipeline.
11. Review Process
- Verify and approve all data before it is entered into Zoho CRM to ensure accuracy.
- Create a review process and designate team members as reviewers.
- Empower reviewers to verify record information before approving or rejecting it, and allow them to add comments where appropriate.
12. Services & Appointments
- Utilize the new module dedicated to service-based businesses to improve service delivery and customer experience.
- Create a detailed service catalogue for your business.
- Manage all related activities and information like appointments, invoices, and job cards.
13. Call Customisation
- Record detailed, contextual information on all your calls to improve the quality of your conversations with prospects.
- Track pertinent details like the call purpose or outcome, and even add custom details to all incoming and outgoing calls.
- Use this information to refine follow-up conversations as needed.
14. Call & Email Workflows
- Utilise an expanded set of triggers for all call and email workflows, and customize actions based on various parameters.
- Receive missed call notifications, automate call reschedule emails, and more.
- Trigger email notifications, fine tune follow-up emails, and more.
15. Workflow Suggestions & Reports
- Identify automation opportunities with Zia’s workflow suggestions.
- Improve productivity by quickly setting up workflows customized for your organization.
- Understand the effectiveness of your workflows with detailed performance breakdowns of each action in the process.
16. Customer Signals
- Get a complete view of every touchpoint your customer has with your business.
- Create custom Signals for customer interactions on third party apps.
- Customize how signals are displayed to make them more meaningful to you.
17. Zia AI For Email
- Get the best out of your emails with Zia’s in-depth analyses.
- Gauge customer sentiment in all incoming emails to help prioritise your responses.
- Create activities and events from emails, enrich customer data from email signatures, and more.
Keeping Your Customers As Happy As Possible.
Everyone strives to keep their business as healthy and successful as possible. Providing unique and relevant products and services and then marketing those products and services correctly and at attractive price points, to the right people are all big parts of that equation, but the most important aspect of keeping your business running on all cylinders is as obvious as it’s often overlooked: keeping your customers as happy as possible.
It’s a lot better to keep the customers you have as happy as clams than to watch your company become a revolving door of customers. You want your customers to fall in love with you so they stick around, and it’s this process of building that loyalty that’s so crucial in today’s highly competitive business marketplace.
That’s why we’ve collected 10 of the best ways to make your customers absolutely fall in love with you for years to come!
1. Share Annual Customer Satisfaction Data
Any company worth their salt knows that it’s important to get a snapshot of their long-time clients at least once a year. Collecting customer satisfaction data is obviously important, but what’s not so clear is that you have to share this data so that these results can be discussed. This means more than just celebrating successes – you also have to analyse any customer service failures on your part in order to prevent the same mistakes in the future. Just because the feedback might be temporarily embarrassing doesn’t mean that it’s not incredibly useful for learning how to do better next time!
2. Keep Lines of Communication Open Monthly
Your customer database needs to feel like they’re being kept in the loop when it comes to how their product or service provider is doing. You can accomplish this by publishing relevant blog articles on a monthly basis, sharing them with your database as you do so. In addition to keeping these crucial lines of communication open with your customers, monthly blog posting can also help you push your search engine ranking just that big higher. This helps you get your key messages across to existing customers and new prospects all at the same time!
3. Live Chat Is a Necessity
People are over leaving phone messages and waiting for email responses. They’re especially over dealing with automated customer service solutions! Be sure that you enable and manage live chat on your website correctly. This helps you turn frustrated or upset customers into appreciative ones when you deal with their questions, comments, or issues right there on the spot in real-time. Even if you can’t resolve their issue right then and there, customers chatting with a real person remember that you’re willing to go the extra mile for them.
4. Use a Good CRM Platform
Customer relationship management (CRM) is the name of the game, and that’s why you need a good CRM platform to manage that customer relationship! You can’t be expected to keep track of all your sales leads, customers, and digital marketing all through a simple spreadsheet or two. Instead, an all-inclusive CRM platform can help you systematically manage all your customer touch-points in a way that you can see where you are at a single glance. Take our CRM for a free 15 day test drive.
5. Leverage and Evaluate your Digital Marketing Efforts
Before you go all-in when it comes to your digital marketing efforts, it’s important to make sure they’re actually cost-effective when it comes to generating real leads. Investigate the ROI on your Google, Facebook, and Instagram marketing performance. If you’re getting leads and sales from this activity, keep it up – if it’s underperforming, you may want to consider using those marketing funds differently.
6. Build Your Social Media Presence
Social media is huge, and it’s getting bigger each and every day. This isn’t going to change anytime soon. If you’re not publishing social media posts regularly, you’re leaving money on the table as well as letting your customers down. It only takes landing one lead to pay for your social media expenditures and then some – and not only that, your customer base will see your social media visibility as a positive!
7. Leverage Videoconferencing Methods Constantly
Meeting with customers is always important, but so valuing both your time and the time of your customers. Whenever possible, opt out of face-to-face meetings and instead use telephone or video conferencing as much as you like. This not only minimises travel time and meeting time wastage but it makes it easier to spend time getting to know your customers and really understand what makes them tick. You can’t build that same level of rapport simply over email!
8. Everyone Loves Free Stuff
Go above and beyond for your customers, and do it for free. It will leave them feeling absolutely delighted. It doesn’t have to be big and expensive, but it does have to be relevant and something that holds intrinsic value when viewed through the lens of their own corporate culture. It’s a touch like this that will show your customers that you value the relationship you’ve built with them.
9. Research and Share New Discoveries
Your customers will stick to you like glue if you periodically spend some time researching new technologies, strategies, and tactics that your customers could benefit from. Sharing this knowledge with them will fill them with the kind of appreciation you can’t get anywhere else. Show them you’re thinking of them as more than just a pay-check!
10. Share Feedback and Testimonials Publicly
When your customer leaves you glowing feedback or a particularly fantastic testimonial, it’s natural to want to share that on your website. Go one step further and make it as public as possible by linking back to each and every one of your happy customers’ websites. This will help their own search engine ranking, pushing up lead generation for their own business. It’s what we call in the business a “win-win”!
Contact Informatix if you’d like more information about making your customers fall in love with your business or just want to implement one of these 10 strategies.
In today’s technology landscape, your customers’ attentions are divided across multiple channels, platforms, and devices—and as a result, your marketing strategy may be just as splintered.
Customer Experience should be your number 1 priority. This makes getting noticed in a crowded landscape much harder for your business. But you can increase your company’s visibility, heighten brand awareness, and capture more sales with a unified customer experience. Check out this great article from McKinsey & Company.
Are you managing your online reputation? Your brand’s online reputation is critical to your bottom line, and it starts with online reviews.
We can increase your online reputation and drive your lead generation into the stratosphere. We’re here to make it happen.
A staggering 84% of people trust online reviews as much as a personal recommendation, and 92% of consumers reading online reviews. This shows that customer feedback is one of the most powerful ways to build and maintain your online reputation.
It’s no wonder 98 percent of business owners say that online reviews are important to their business. Online reputation management should be a critical part of your sales & marketing efforts.
There are lots of business benefits to online reviews. You can use them to:
1. Increase your online reputation: Win more customers
A recent study by Invespro revealed that consumers are likely to spend 31% more on a business with “excellent” reviews. What’s more, 72% of consumers will only take action after reading a positive review. So if you are generating positive reviews, you have more chance of winning customers.
2. Retain loyal and satisfied customers.
By asking for feedback and, most importantly, doing something about it, you will keep customers loyal.
3. Increase employee loyalty.
Your company’s reputation will also influence the loyalty of your future or current employees. And loyal employees are worth more than their weight in gold.
4. Build trust, transparency and credibility.
Online reviews are the best tool to influence prospective customers by building and earning trust throughout the buying journey.In the Invespro study, 72% said that positive reviews make them trust a business more.
5. Improve your business
Make business improvements based on real customer insights, rather than guesses. Using customer feedback, you can find trends in what your target market wants and needs from your business.
So, how do you generate online reviews?
Should you just wait for customers to leave them as a natural part of their purchase journey?
No, and here’s why: It’s self-motivated reviewers (those who provide a review without prompting) who are more likely to be dissatisfied with your service.
This means, you need to proactively and consistently prompt customers for reviews. If you don’t, you’ll only be left with a collection of poor reviews that do not represent your true brand value.
How to generate online reviews
But before you stress over adding yet another marketing process to your list, there’s some good news. Getting reviews from customers used to be a time-consuming process, meaning it was often an afterthought for already-busy business owners. But the days of personally asking each customer for feedback, or relying on your sales team to remember, are over.
You can now automate your online review management. This saves valuable time and streamlines the process, so you know that every customer is given the chance to provide feedback in a timely way.
Here’s how it works:
Let’s say a client visit a day spa and receives a treatment. The next day, they receive an SMS or email asking them to click on a link and a) fill out a survey, if they are not happy with their treatment; or b) go straight to Google or Facebook to review their wonderful experience.
With the automated process, you can deliberately cultivate positive reviews to outweigh negative ones. At the same time, you’ll have a stream of valuable feedback ready to analyse and act on to improve your product or service.
Over to you
Take control of your online reputation today. Find out how Informatix can create a personalised automated process to build your online reviews and manage your reputation. Talk to us about our packages starting from just $295 a month.