How can you ensure your CRM is customer-centric?

Know your customer. Focus on CTQ. Quality and Performance Engineering. Design Pattern and scalability. Entry and Exit criteria. Quality control and gates.

My perspective Is the design - Welcoming and easy to navigate (creates less work for user and enablement teams to figure out/ train the design) - Shows insights and suggests logical next steps - Enables quick actions - Most importantly captures the feedback of the stakeholder

Enrich your customer profiles as much as you can in your CRM. Your account managers, support and customer success managers might have insightful interactions with customers and writing everything in notes does not make it easy for automations. Find a way to standardise pain points and needs.

Start by thoroughly understanding your target audience, including their demographics, preferences, and pain points. Conduct market research and gather data to create detailed customer personas. Use your CRM system to collect and analyze customer data, helping you gain insights into their behavior and needs. Continuously update your customer knowledge to stay relevant in a rapidly changing business landscape.

Market intelligence done right is the key, You should be updated with the market trends and then understand the Client's business and their vision to cater to and suggest improved versions of their features. small details catered in the right way give personalisation to the system.

One size will never fit all. You need to think about your CRM as an enabler for building better partnerships. In my experience, the root of a successful CRM begins in being able to help or partner with clients to develop their own capabilities and understand where they need to be to compete in the future.

Providing the personalisation with updated features in accordance with their business process creates a soft gamification within the process and the system. Data inflow through various sources with organised data management aiming to create a sense through analytics always gives an edge. Managing customer relations is an art and should be done with facts to prolong the relationship. :p

In the age of personalization, your CRM should be integrated with social media platforms, most notably the Meta ones. Along with that, the mode of communication, be it bot call or a human agent, should have ample data about the customer beforehand, especially their persona and their interaction around the product in use, so that the engagement must be candid and to the point, revolves around actual touchpoints that the customer is requiring or expects to discuss, and must not waste the customer's time, rather the customer should feel invested in itself and in turn should be attracted/retained to the product more.

Ensure your CRM system provides a complete overview of customer interactions, purchase history, preferences, inquiries, complaints, and feedback. This helps in understanding and meeting their needs effectively.

As crazy as it sounds, I try to be problem-oriented because recognizing the customer's problem makes selling easy. That's why I try to store a lot of information in the CRM to assist me. Over the course of the customer relationship, I continually provide the customer with tips and tricks until it leads to a purchase. Therefore, an important feature is: there must be a next activity as a task in the CRM for every contact.

By collecting feedback, we can uncover opportunities for growth. We can utilize it to uncover potential concerns before it escalates and prevent churn. Sometimes, we discover truly how customer feels about our brand when given surveys instead of just having conversations via phone.

In today's digital world, customers have more power and voice than ever before. Companies that fail to listen, whether due to arrogance or ignorance, do so at their own peril. In contrast, listening allows you to align your offering with customer expectations. It builds psychological bonds and emotional capital. It strengthens loyalty and advocacy. It fuels innovation and growth. When you truly listen, customers will tell you exactly what you need to do to earn more of their business. So do everything in your power to keep your ears wide open. Stay humble. Never lose your curiosity. Keep listening, learning and improving. Let the customer's voice be your North Star. It's the only way to build an organization that lasts.

Actively seek and collect customer feedback through surveys, reviews, and direct interactions. Use this feedback to make improvements and show customers that you value their opinions.

Always do surveys and connect these surveys to your CRM. Compensate your customers to be loyal and for their feedback, since they are bringing business to you and most important, helping you to continue grow.

The main purpose of CRM software is to collect customer information and feedback, categorize customers, reduce time and simplify the process of handling customer requests and eliminate bureaucracy. At first, all young businesses can achieve these goals only by designing an Excel management dashboard, so there is no need to buy software. The purchase of software should be placed on the agenda of organizations after the precise identification of requirements and the creation of an organizational culture of using CRM in the next stages.

Si hay algo claro es que a las personas nos gusta sentirnos importantes y aunque los CRM sean una herramienta Interna, se podría utilizar como punto de atención informar a un grupo de clientes sobre cambios que hemos decidido realizar en nuestra herramienta para poder atenderles mejor y con una pregunta abierta saber su opinión, hacerles ver que nos gustaría personalizarla para atenderle como ellos esperan ser atendidos. No dudo que percibir ese grado de interés en conocer su opinión, hará que el cliente valore a mi empresa como el partner que realmente se interesa en sus gustos y necesidades.

Provide customers with the tools and resources they need to make informed decisions. Offer self-service options through your website or mobile app. Share educational content that helps customers better understand your products or services. Encourage customer participation in loyalty programs or user-generated content initiatives.

Data is your friend! Your CRM should be your friend and, hence, should have all the data. You should use this data for your QBRs, for example. You can show the customer how to extract more from the money they are paying you! They will be eternally loyal to you.

Compensate your customers to be loyal and for their feedback since they are bringing business to you and, most importantly, helping you to continue to grow. Use the relationship to give them discounts and new offers. If they are not using your service properly, charge them less.

Implement customer loyalty programs that offer rewards for repeat business or referrals. Recognize and appreciate your most loyal customers with exclusive offers or personalized messages. Show gratitude by acknowledging important milestones, such as customer anniversaries. Use your CRM to track customer rewards and ensure a seamless redemption process.

Create tiered loyalty programs based on customer interactions and purchases tracked through the CRM system. Offer rewards, discounts, exclusive access, or points redeemable for products or services.

Use CRM to gather feedback at various touchpoints. Analyze this feedback to understand customer satisfaction levels and areas for improvement. Engage customers through personalized communications, loyalty programs, and valuable content. Regularly analyze CRM data to identify trends, preferences, and pain points. Use these insights to update strategies and processes, ensuring continuous improvement in delivering customer-centric experiences.

Regularly assess the effectiveness of your CRM system in meeting customer-centric goals. Keep your CRM data clean and up to date to ensure accuracy in customer interactions. Stay updated on CRM technology advancements and consider upgrades or integrations that enhance customer experiences. Provide training and support to employees who use CRM tools to maximize their effectiveness.

The CRM has to be customer centric.... Rather look at it in a different way. 1) Place the customer at the centre of the CRM. 2)Capture all that can be captured. Capture in CRM all that it can about your customers. Do not think how significant or urgent it is. Data can be significant/ insignificant at times. Under the classification of urgent, the important is often omitted.( Pls in this rush do not cross boundaries. Consents are important) 3)Then visualize what you can offer to make your customers life easy as you see all parameters at one place. CRM is just a tool. No rocket science, let the tech build the nuts and bolt. As a business / function owner, it's your business, you will be better at defining what Your Customer Needs.