In 2018, adopting a CRM software should be a number one priority for retailers. With retail sales expected to go above $27 trillion by 2020, it’s critical for retailers to provide their clients with incredible experiences and outdo their competitors. The establishment of a positive relationship between a retailer and customer is essential to producing repeat store visits and sales. Here are a few reasons why a CRM is crucial to a retailers success:
Marketing and sales teams become more cohesive.
CRM software gives a marketing team the ability to execute campaigns and manage content based on big data and predictive analytics. A CRM gives the sales team the ability to track sales goals, see personalized customer data and integration between email and mobile devices. According to Customer Think, with marketing and sales both using the same data in real-time from the CRM, it promotes synergy and encourages communication and accountability. Teams can collaborate and manage leads and campaigns.
Improved customer service.
Each year, around $41 billion is lost due to poor customer service. Just one poor experience can cause a customer to decide to never return to your business. In fact, 82 percent of customers say they’ve stopped doing business with a company after an experience with poor customer service. A CRM is not strictly a database. It’s also a tool to maintain a real relationship with customers. A CRM tool allows you to have access to information needed for fast resolution of customer issues.
Increased customer loyalty.
Better customer service translates into loyal customers. Also, CRM software helps implement and management customer loyalty programs. Loyalty programs are extremely beneficial tools for retailers. By utilizing a CRM’s loyalty program feature, you can enroll members and manage their profiles, define reward tiers, accrual, and redemption guidelines, analyze customer behavior, and more, according to Customer Think.
If you’re interested in how your business could benefit from a CRM tool, learn about MDL’s CRM services today.