What do you do if your CRM communication lacks impact?

2 Define your value proposition

The second step to improve your CRM communication is to clarify your value proposition and communicate it effectively to your customers. Your value proposition is the main reason why your customers should choose you over your competitors. It should highlight the benefits and solutions that you offer, and how you can solve their pain points and meet their expectations. Your value proposition should be clear, concise, and compelling, and it should be consistent across all your CRM channels and messages. You need to show your customers how you can add value to their lives and why they should trust you.

3 Choose the right channels and tools

The third step to improve your CRM communication is to select the most appropriate channels and tools to reach your customers and deliver your messages. You need to consider the preferences and habits of your customers, and the type and purpose of your communication. For example, you might use email for newsletters, updates, and offers, SMS for reminders and confirmations, social media for engagement and feedback, and chatbots for support and guidance. You also need to use the right tools to create, manage, and optimize your CRM campaigns, such as templates, automation, personalization, and analytics.

4 Craft engaging and relevant content

The fourth step to improve your CRM communication is to create content that is engaging and relevant to your customers. You need to use a tone and language that matches your brand personality and your customer profile, and that is clear and concise. You also need to use headlines, images, videos, and calls to action that capture the attention and interest of your customers, and that encourage them to take the next step in their journey. You need to avoid spammy, generic, or irrelevant content that might annoy or confuse your customers, and that might damage your reputation and trust.

6 Deliver value and delight your customers

The sixth and final step to improve your CRM communication is to deliver value and delight your customers with your communication and your products or services. You need to exceed their expectations and make them feel valued and appreciated. You can do this by offering incentives, rewards, discounts, referrals, loyalty programs, and other benefits that show your gratitude and recognition. You can also surprise and delight your customers by sending them personalized and timely messages, such as birthday wishes, thank you notes, or recommendations. You need to make your customers feel special and loyal, and to turn them into advocates and promoters of your brand.

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?