How can feedback improve your CRM skills?

1 Why feedback matters

Feedback is the information you receive from your customers, colleagues, managers, or other sources about your performance, behavior, or outcomes. Feedback can be positive or negative, formal or informal, solicited or unsolicited. Feedback matters because it gives you insights into how you are perceived by others, how you can improve your skills, and how you can align your actions with your goals. Feedback can also motivate you, boost your confidence, and increase your engagement.

2 How to collect feedback

There are many ways to collect feedback from your customers and other stakeholders. Some of the common methods are surveys, interviews, focus groups, reviews, testimonials, ratings, referrals, complaints, suggestions, and social media interactions. You can use different tools and platforms to collect feedback, such as online forms, email, phone, chat, CRM software, or social media channels. You should collect feedback regularly, systematically, and ethically. You should also ask specific, relevant, and clear questions that elicit honest and constructive responses.

4 How to act on feedback

After you analyze feedback, you need to act on it to improve your CRM skills and outcomes. You can use different strategies and tactics to act on feedback, such as setting goals, creating action plans, implementing changes, tracking progress, measuring results, or rewarding achievements. You should communicate the feedback and your actions to your customers and other stakeholders. You should also thank them for their feedback and show them how you value their opinions and suggestions.

5 How to give feedback

Besides receiving feedback, you also need to give feedback to your customers and other stakeholders. Giving feedback is a way of building trust, rapport, and loyalty with your customers. It is also a way of influencing their behavior, attitudes, and decisions. You can give feedback to your customers in various ways, such as email, phone, chat, social media, or face-to-face. You should give feedback that is timely, specific, positive, constructive, and respectful. You should also follow up on the feedback and monitor its impact.

6 How to learn from feedback

Finally, you need to learn from feedback to enhance your CRM skills and performance. Learning from feedback is a continuous and iterative process that involves reflection, evaluation, and adaptation. You should reflect on the feedback and your actions, and assess their effectiveness and outcomes. You should evaluate your strengths and weaknesses, and identify areas for improvement and development. You should adapt your behavior, strategies, and tactics based on the feedback and your evaluation. You should also seek more feedback and learn from it.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?