Pandemic has flipped the business world upside down, and B2B companies are not an exception to the rule. In the aftermath, we looked closely at the organizations utilizing NetHunt CRM and found out that their priorities have shifted to increasing customer relations. That is not a surprise for us. The COVID-19 pandemic changed the way companies do business and forced them to come up with new ways to ensure customer retention. The key area of focus is improved customer experience and customer-centricity in everything they do.
Based on the success of the customer experience strategies, it’s only fair to bring them with us into the post-pandemic world. Fortunately, there are dozens of customer experience strategies that businesses can employ, so you have the freedom of choice:
- Repurposed brand messages to address the current pain points of the customers.
- Coordinated messages across multiple channels.
- Personalized approach, depending on how affected by the crisis your clients are.
- Empathy and flexibility towards customer requests, etc.
Another thing that the ongoing crisis has only emphasized on is the necessity of collaboration and alignment between the company’s departments. Only open and direct communication, strictly aligned messages, and mutual accountability can lead to business growth. It’s relatively easy to coordinate messages through the constant meetings of sales, marketing, and customer success departments while sharing the insights that each of them gets through the interaction with the buyers on every stage of their journey.
However, it isn’t easy to achieve mutual accountability while using different databases and tools to attract and engage customers. To implement the CX strategies successfully, you need a CRM system that would store the history of the communication and every interaction between the brand and its customers. It’s much more effective to track the lead from the very beginning of its journey, lead it through the nurturing stage, observe its behaviour, pass it to the sales team once the lead is ready, and then work with it to close the deal — everything in a single software.
Even though you might think that this is not the best time to invest in new tools. However, this is exactly that — an investment. Research by Nucleus has shown that for each $1 spent on CRM technology brings back $8.71. Worth it.
CRM has gone from nice-to-have to need-to-have. In case you’re still not persuaded… This infographic by the NetHunt team is about to convince you with hard facts and use-cases presented.