It’s all about ‘The Customer’

As everyone say, good customer service is the lifeblood of any business. It is all about bringing customers back and sending them happy happy to make them return back to us. So the essence of good customer service is forming a relationship with customers. The relationship that each customer feels connected and satisfied so that he can definitely think of your business when he needs it again or more importantly pass a word of mouth which can help in referring his friends back to our business.

How to form a good relationship with customer?

That’s a good question to understand what needs to be done to accomplish this task. Remember the primary saying ” You will be judged by what you do and not by what you say”

Customer Service is easy but not always easy. Follow these simple yet effective ways to provide a good customer service:

1. Answer the phone calls: Ensure to have a person to always answer your customer queries or issues. No customer would be happy to be unanswered everytime he tries to reach out to you.

2. Maintain Reliability. Don’t make promises unless you can keep them. Broken promises can definitely lead to dissatisfaction.

3. Deal with negative statements and complaints from customers. One cannot please all the customers all the time. So be ready to attend to complaints from your customers.

There are many more such ways which can help in giving better customer service. Remember, over time good customer service will bring in more new customers.

In the digital era,

With the rising power of technology, businesses have realized that customers use internet to communicate, comment and understand the company’s presence and offerings. Hence, customer empowerment and satisfaction is what needs to be concentrated on priority.

Technology has changed many things including the customers expectations and buying preferences. The concept to adopt is not just to recognize that times are changing but also to change with the times. After all, customers are the most important part of any business and which is why we need to give them what they expect.

 

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The best way to Integrate Business with Intelligence

Difference between CRM and Customer Experience Management

Tips to identify the right time to execute CRM Solution to your Business

Started losing sales due to no proper follow-up?
No proper communication happening between your support team and sales team?
No communication history of your customer?
 
Yes! This is the right time where the management must think of having a CRM Software in the company. But you are still confused, why I should use a CRM System.
 
Here are some indicators which points you to understand the need of having a CRM Solution

  • When number of contacts  or leads increase exorbitantly
  • When it is difficult to pick out hot /warm leads out of the bucket
  • Use of spreadsheet makes customer data heavy to manage
  • When there is duplication of data and you could not find it out.
  • When you want your contacts /leads classified by industry / product / service
  • When you want to communicate with your whole database
  • When you want to check the sales pipeline of your employees
  • When you want to check the communication history with your customer
  • When your employee incentives is associated to the leads generation and conversion
  • When you want to run a marketing campaign and you have no idea about the results

The use of a CRM Software in your business is the wise investment you can ever make as it will help setting up of sales processes, manage customer relationships and satisfaction, and helps in time management.  If you want to succeed, cherish your ambitions. Focus on the few important things that will make your sellers do better. Miraculously, CRM will become the game-changer.

Better Employee Management through CRM

Employees are the significant assets and the primary promoters of profitable business for an organization. Hence, apart from managing clients and customers for business purpose, it is a decisive responsibility of an organization to manage and fulfill all needs of its own employees.

It would be improper to say that a CRM system is only used to manage clients and customer; most of the HR heads or managers are using CRM technologies for managing company’s human resource. CRM not only resolves a company’s customer side but also it helps in empowering employees. Senior Managers can monitor the way employee deals with any customer and can make decisions based on their findings.

• Better Training Opportunity

Using a CRM software not only helps in customer Management but also to track the performance of employees. Depending on the way executives’ deals with customers, management can rank the performance of employees and also identify any rectifications or modifications needed. This paves way for effective training opportunities to employees.

• Systematic Performance

Unlike maintaining a spread sheet to record the day to day activities, CRM software helps an employee to perform a job in a systematic and professional way. CRM software also helps employees to manage their day to day tasks and activities without fail.

• Good Bye to Sticky Notes and Note Pads

Effective usage of CRM Software in any organization reflects real time communication with customer without flaw. You will be reminded about task for the day through email and SMS giving no chance for cut outs.
It is time to say adieu to sticky notes and note pads.

• Better Time Management

Customer Relationship Management software helps employees to save time by scheduling mails and SMS to respective customers. Create attractive email templates and send bulk email and SMS, when you would like to communicate about any special offer, seasonal discounts etc to your customer segments on a go. CRM software allows you to differentiate between prospects amongst leads letting you to decide how to manage your valuable time and which customer is to be focused more.

• Avert Chaos

We understand it is strenuous to manage multiple customers simultaneously. It can create pressure and chaos within your executives. Managing every information of a customer in one place can solve this problem. There may be numerous documents like invoices, quotes, proposal, brochure, bills etc. for a single customer. It is always better to attach it along with your customer details in your CRM system enabling more easiness to locate it when you need it. Also sending Mails and SMS, updating remarks and reminders, for a particular customer can be done without switching screen.

Customer Satisfaction through Maple CRM

Happy customers can increase your company’s revenue in the long run. The more important component of a happy customer is providing friendly and timely customer support. Majority of customers who raise an issue will expect a response within next few minutes/hours. Many companies fail to serve up to customers’ expectation.

Customer interaction is so genial!

Maple CRM enables easy and quick interactions with your customer through Emails and SMS. All you have to do is, frame attractive email and SMS templates and send it to your customers and prospects on a go. Any information or greetings which have to reach out to your customers or prospects will happen within a fraction of second if you have the template ready in hand. Automatic mailers and SMS can be scheduled letting Maple to minimize your efforts.

Maple CRM and Customer Servicing

Keeping your customers happy is a tedious task and yes you always want to keep the relationship stronger over the future years. Customer service Management in Maple CRM makes it so simple giving you a broad picture of your customer and revamp customer satisfaction and loyalty towards your company. Customer Service Management in Maple CRM takes care of after sale service like, managing the customers, contracts and support requests, delivering to your staff real time information to act upon and support your customers.

Communication history with your customer

Get rid of confusion, memory loss, and fear of manipulation of data!
Maple provides you a platform to record and store whole communication with your customer.

We know you deal with multiple customers; it is natural that you will get confuse handling ‘n’ number of customers. Add notes and remarks of present conversation with a customer for future records. Have a quick revision of where you stopped during your last conversation then proceed further. This will create an impression in the minds of customers that they are valued. Also updating your customer details, sending mails, updating status, adding reminders for next action and remarks are all laborious tasks if you have to switch between screens to perform. Maple makes it simple by piling up every action of a customer in a window and automatically bags every updates for future reference.

Maple in Mobile

The world is going mobile. Don’t miss out!

View and update critical information in real time with Maple CRM – Mobile. Our dynamic team can help you connect to the fingertips of your customers. Your sales team on the field can access and update information as well as work on the schedules. It also enables to co-ordinate within the sales team through instant messages facilitates reaching out to customers without fail.
 
To retain existing customers and to up sell or cross sell in future, satisfying them to the core is the best and cheapest method exists. Only thing is, you should have the willingness to serve your customers as and when required. Customers are always on the verge of going for new options. Most often, by the time they have contacted you, customers have done their due diligence. They just want someone to engage with and help them out. Customers are more likely to do research on the company’s brand, such as looking at online reviews or social media posts regarding past customer experiences. So customers should be pampered enough for positioning and branding your company in the market.

Why customer satisfaction is important?

Increasing competition is forcing businesses to pay much more attention to satisfying customers, by providing strong customer service.  Customer satisfaction matters not only to the customer, but even more to the business because it directly impacts a company’s bottom line profits. It’s not just about being nice to your customers, it’s about understanding how strong customer relationships are pivotal to a company’s success. Further, it is one of the most important components of a company’s positive brand image. The reason why customer satisfaction directly affects bottom line profit of the company is simple: it costs far less to retain a satisfied client than it does to find a new client.

Here are the reasons why customer satisfaction is so important

  1. Positive word of mouth
  2. Cross selling and up selling
  3. Show the willingness to care your customers
  4. Increasing Customer Retention
  5. It’s cheaper to retain customers than acquire new ones

Positive Word of Mouth

Positive Word of Mouth, the most powerful and cheapest form of advertising that can be contributed only by a satisfied customer. When a person is satisfied with a company or service they are likely to share their experience with other people to the order of perhaps five or six people.  However, dissatisfied customers are likely to tell another ten people of their unfortunate experience.

Cross selling and up selling

Customer satisfaction is the best indicator of how likely a customer will make a purchase in the future. A satisfied customer will keep coming back to you for more services or products or a varied stream of services you provide.  Cross-selling and up selling to clients who are already satisfied with your services is the quickest and most cost-effective way to bring in new business and grow your firm. Your clients already value your services, so if they have a need you can address, you’re well-positioned to sell more.

Show the willingness to care your customers

Customers like to be asked for their feedback. It gives the customer the perception that your company values them, is committed to keeping them as a long-term customer, and bases business decisions on your customer feedback.

Increasing Customer Retention

Avoid losing your customers by building relationships and keeping in touch using a rolling calendar of communications. Be in touch with your customers with a programmed sequence of letters, events, phone calls, “thank you’s”, special offers, follow-ups, magic moments, and seasonal greetings or notes with a personal touch etc. that occur constantly and automatically at defined points in the pre-sales, sales and post-sales process. People not only respond to this positively, they really appreciate it because they feel valued and important makes them feel part of your business so that they want to come back again and again.

It is cheaper to retain customers than acquire new ones

Customers cost a lot of money to acquire. You and your marketing team spend a lot from your pocket getting the attention of prospects, nurturing them into leads and closing them into sales. Customer acquisition, usually steals the spotlight, but retention is what ultimately builds the foundation of a company that is positioned for growth.

The effective use of a Customer Relationship Management software in any organization helps in minimizing efforts and hassle of spending your valuable time on customer relation and satisfaction. CRM software automates the process of tracking every interaction between a customer and a company representative.

Customer satisfaction plays an important role within your business. Not only is it the leading indicator to measure customer loyalty, identify unhappy customers, reduce churn and increase revenue; it is also a key point of differentiation that helps you to attract new customers in competitive business environments.

Customer Service Management

What is Customer Service Management?

You work hard to build relationships with your customers and you would definitely want to keep that relationship solid for the years to come. This becomes easy when you have a customer management tool in your organization. A tool to manage everything at one place and to improve your customer relationships.

Maple CRM for Customer Service Management!

Maple’s Customer Service Management solution gives a 360-degree view of customer base to improve customer satisfaction and lower service costs. The solution gives the interface of customers, contracts, support requests, etc. – providing complete access to real time data empowering your staffs to better support your customers.

The Maple CRM customer service management solution is intended to streamline organization wide customer support access that helps in resolving the customer requests or cases in less time thereby enhancing the customer satisfaction and upselling opportunities in future.

What are the benefits?

Increase Customer Satisfaction
– Support team can access every information of the customer anytime, anywhere to drive customer satisfaction.

Reduce Costs
– Deliver high quality experience for customers while reducing the operational costs.

Increase efficiency and productivity
– Accelerate case resolution time by providing complete customer visibility to your support reps.

Get to know about Maple CRM software solution.

Smart way of Customer Management

If you are thinking that managing business and customers is a difficult process, then you haven’t used a CRM solution yet. Get to know Maple CRM and see how it can simplify your business process. It can make your business life so much easier. That’s not only to it. With Maple CRM, you can go mobile to stay connected to your customers quickly, track the status, etc. while on the go.

Simplifying your work process

Automating the work process

One of the biggest daunting task that you face everyday is to find ease to do things. But here in Maple, we have worked our way out to make it easy for you do different tasks from the same window. For example, updating customer details & history, sending email, updating status, re-assigning it other user, adding reminders, etc. can all be tedious if you have to switch windows to perform these. Maple not only makes it simple but also captures these updates automatically for your record.

Easier Customer Interactions

Email and SMS interactionMaple enables easy interaction with customers through email and sms. Create intuitive HTML email templates and use them to send instant mailers to your leads and customers. Same goes with SMS. Just have it ready before in hand and send it when needed.

Secure Document Storage

We know that there are many bills, valuable files, quotations, brochures that you may have designed and sent it to your customers and you would want to store all of them for future reference. What better way to attach it along with your customer details in your CRM system. Way too easy for you to locate it when you need it.

There are much more to add to the list. Plus more new features are coming up soon. Stay tuned in and do like our Facebook page.

Understanding CRM Software for Customer Management

CRM is an important strategy that extends across all levels and processes of a business organization. The best CRM is the one which can bring together all the data from all corners as well as from outside to give a better view of the business and its customer interaction.

We all know that CRM is designed to improve the business operations and growth. CRM software can streamline the process, manage all customer data and can also increase the performance and efficiency of your business.

As beneficial as CRM can be, it has even more capabilities when they integrated into wider business processes.

Not only for Sales, Marketing or Customer Support, CRM solutions can be applied to Customer Life Management which can help in improving customer relationships and thus can improve customer loyalty.

Customer Life management is the entire relationship period that your customer is engaged with your business. Longer customer relationships should be the goal to make Customer Management a success. Firstly, engaging the customers to know about your business & different services. Once they become your customer, the next step is to retain their loyalty. This may help in bringing in more business through referrals or recommendations.

CRM Solutions can be integrated to several other solutions that would help you to have everything you need in a single location with all your departments connected to it. This can then allow businesses to provide a more seamless service to customers with an efficient tool.

Customer Management in India

In today’s business evnvironment, customers are demanding for a higher level of customer service. The customer service executives need to be empowered with all the information related to the customer at their finger tips.

A business that is unable to follow up on potential customers is going to run into trouble at some point. The use of CRM (Customer Relationship Management) software might be the key to ensuring that these factors are well handled. CRM creates a single source of customer information which reduces response time by providing quick access to all the information anytime. It improves data access.

Customer service is all about the customers perception. You have to do more than just get the job done. You must deliver on all the things (big and small) that affect the relationship with your clients.

Achieving higher levels of customer satisfaction involves having all information about the customer at your fingertips. Businesses need to know their preferences, their behavior, their purchase history as well as their demographic and psychographic information. CRM solutions can make this information available at every company executive’s desk. Practically, every company representative can find out anything that he wants to know about a customer in ‘real time’. For instance, all outstanding issues with the customer such as unpaid balances, outstanding complaints and orders being shipped are available at the click of the mouse at every executive’s desk.

No wonder, CRM is expected to unlock the doors of customer satisfaction. By connecting the back office and the front office, CRM has the ability to make the organization function like one entity and not like many departments.

Read more about Using CRM to provide Customer Service.

 

Online Customer Service Management

Delivering great customer experiences is a key part of the relationship between company and customer. Organisations in all sectors are therefore constantly looking for ways to positively stand out and give that significance difference to customers.

A good customer service management and support system helps you to not only reduce costs and improve customer retention, but with the right processes, it can be a vital tool for upselling and driving more revenue.

Maple offers you the Customer Service Management over the cloud that helps you to improve customer satisfaction, attract new customers and lower service costs.

The Maple CRM solution provides the full range of customer life cycle i.e. Sales, Support, Contracts and Service. It gives your service and support executives better visibility into customer issues.  The Customer Service capabilities of Maple helps you to assign, track and escalate cases to serve customers more quickly and efficiently. Support staffs are notified about their service schedules and support requests through SMS or Email.

Key Features:

  • Customer Management
  • Contracts Listing
  • Support Requests
  • Service Schedules

Benefits:

  • Track Customer details in real time and enable better customer retention.
  • Provide instant information of service and support schedules to support staffs for faster resolutions.
  • Accelerate resolutions by setting up TAT (Turn Around Time)
  • Add customer behaviour and their history to the Customer details so that reps do not miss out any details.
  • Replicate the Service Schedules by Support Request types.
  • Manage Contracts under each Customer and set its duration.
To know more about Maple’s Customer Service Management, visit