Your customer service team needs a CRM software. How do you choose the right one?

To choose a suitable CRM software, we must be aware that the easier there is to configure the system according to the nature of the industry in which we work, the more desirable it is to purchase it. We must determine the method of work and communication between the different departments in order to customize the customer relationship management system. The most important thing is to link the system to payment systems and other systems through which we provide our services so that there is a strong and robust system.

CRM es un software de gestión de clientes. Es la herramienta para poder llevar una gestión de las interacciones con nuestra comunidad, empezando con la Oportunidad & todo el proceso Lead to Cash, para luego continuar con todo su ciclo de vida al lado de nuestra marca. Esta herramienta a su vez nos ayudará a mejorar los contactos con nuestros clientes, pudiendo llevar un registro de todo lo que hacemos y teniendo información de valor para la toma de decisiones

Um software de Customer Relationship Management (CRM) é uma plataforma projetada para gerenciar relacionamentos com clientes, armazenar informa??es relevantes e facilitar a colabora??o entre equipes.

Selecting the right Customer Relationship Management (CRM) software for your customer service team is crucial for enhancing efficiency and customer satisfaction. Consider factors such as scalability, user-friendliness, integration capabilities with existing systems, customization options, and the level of customer support provided by the CRM provider. Additionally, assess whether the chosen CRM aligns with the specific needs and goals of your customer service team, ensuring a seamless and effective integration into your business processes.

A origem dos sistemas de CRM de hoje remontam o final dos anos 1980 e início dos anos 1990, quando surgiu o CMS (Contact Management Systems) e que posteriormente evoluiu para o SFA (Sales Force Automation). Um CRM é construído para reunir os clientes em um único local, assim, removendo silos de informa??es. O CRM tem por objetivo proporcionar uma vis?o 360o de todos os dados de seus clientes. Dados como nome do cliente, e-mail, telefone, endere?o, produtos de interesse, histórico de vendas, data de nascimento, preferências de comunica??o e etc podem ser reunidos para ajudar sua empresa a se relacionar com os clientes pelos motivos certos, nos canais adequados e na hora correta.

O CRM centraliza dados do cliente, histórico de intera??es e preferências, permitindo uma abordagem personalizada. Facilita a comunica??o eficiente, rastreamento de tickets de suporte e melhora a experiência geral do cliente.

En atención al cliente es clave poder contar con un CRM para dar seguimiento al caso de nuestro cliente, y para que al atender sus temas desde los distintos canales, los agentes puedan ver la misma información y en tiempo real

CRM software consolidates customer data from multiple touchpoints, providing a complete view of each customer. This includes their purchase history, preferences, feedback, and past interactions.

Na minha vis?o o CRM tem como base centralizar as informa??es dos clientes distribuídos em múltiplos canais, objetivando, é claro, o gerenciamento e o aumento das vendas através do marketing e do relacionamento com os clientes. Contudo, entendo que um CRM também pode lhe ajudar na fideliza??o e a melhorar seu NPS, ou seja, a satisfa??o do seu clientes além de poder lhe trazer muitos insights de outras melhorias. Para isso funcionar bem a quest?o citada aqui da integra??o com todas as ferramentas de ponto de contato com o cliente que sua empresa possui e acompanhamento dessas métricas é de suma importancia. Portanto, fiquem atentos as integra??es e ao mapeamento dos seus canais na hora de escolher um CRM.

CRM software is pivotal for modern customer service. In the e-commerce landscape, it’s about transforming every interaction into an opportunity for relationship building. We leveraged CRM to identify patterns in customer queries, enabling us to address underlying issues proactively, significantly reducing repeat complaints and increasing customer satisfaction.

Debemos hacer una comparativa donde se ponderan las distintas variables y le ponemos un puntaje a cada software en función a la variable. Esas pueden ser por ej: Precio, disponibilidad de atencion, cantidad de licencias, etc

Highly suggest looking for a CRM solution that seamlessly integrates with your existing tools and systems, such as your e-commerce platform, email marketing software other relevant applications. This integration will ensure a smooth flow of information across your organization.

a. Identifique Requisitos Específicos: Liste as funcionalidades essenciais, como integra??es, automa??es, relatórios e suporte multicanal. b. Avalie Escalabilidade: Escolha um CRM que cres?a com sua equipe e volume de clientes. c. Personaliza??o e Flexibilidade: Priorize plataformas que permitem adapta??o às necessidades exclusivas de sua opera??o.

Prioritize a CRM that integrates flawlessly with your existing tools, like ERP, e-commerce platform or email marketing ecosystems. It breaks down data silos, boosts efficiency, and creates a various valuable data to increase your business efficiency and customer experience level

In the pet industry, where customer loyalty is paramount, selecting the right CRM software is critical. At GNV Commodities, we faced the challenge of managing a surge in customer inquiries, particularly for our direct-to-consumer dog food line. We overcame this by implementing a CRM that offered excellent automation for common queries and a robust tagging system to segment customer preferences, which significantly improved our response times and personalized communication. This CRM flexibility was crucial in handling the diverse needs of pet owners and scaling our customer service as our e-commerce operations grew.

a. Avalia??o de Usuários e Comentários: Pesquise avalia??es de usuários reais para insights práticos. b. Demonstra??es e Testes Gratuitos: Experimente demos e testes gratuitos para entender a interface e funcionalidades. c. Integra??es e Ecossistema: Escolha um CRM que se integre facilmente com suas ferramentas existentes.

A good CRM will have these things things: 1. Simplicity - it should be easy to use 2. Carity - All the necessary info for each customer interaction should be readily available and presented on the same page 3. Inexpensive - Think about your future growth. Switching to a new CRM is a pain, so make sure your CRM can grow with you without breaking the bank

Compare CRM software by considering features, scalability, user-friendliness, integration capabilities, and cost. Evaluate customization options, user reviews, and customer support. Assess whether the CRM aligns with your business needs and growth plans. Trial versions or demos can provide hands-on experience. Look for scalability to accommodate future expansion, and ensure the chosen CRM integrates seamlessly with existing tools and platforms. Ultimately, prioritize a solution that maximizes efficiency and supports your unique business requirements.

Opt for the trial period for your shortlisted CRM tools, then compare the pros and cons based on your experience. Check the features, interface, price, and customer reviews. If you have any concerns, approach customer support to clear any doubts or troubleshoot issues.

Um dica que serve para qualquer tipo de contrata??o como essa é utilizar de um método cartesiano de escolha. Sugiro o trabalho com RFP no qual você terá que mapear todas as suas necessidades e o fornecedor irá documentar ponto a ponto tudo aquilo que ele é capaz de entregar sobre aquilo que você definiu. Outra dica boa é buscar clientes desse player para investigar possíveis gaps além de buscar fornecedores com expertise no segmento em que você atua, pois todos os segmentos possuem suas particularidades.

Um ponto para se atentar é o processo de migra??o de dados. Por exemplo, se você costumava consolidar os dados de seus clientes em Excel ou se você está migrando de CRM, é vital que seja simples transferir seus dados para o novo software CRM, assim você poderá retomar seus negócios rapidamente.

a. Treinamento Efetivo: Garanta que sua equipe esteja bem treinada para utilizar todas as funcionalidades. b. Personaliza??o Contínua: Ajuste o CRM conforme necessário para atender às mudan?as nas opera??es.

Implementing and optimizing a CRM for customer service is a strategic process, much like how a chef meticulously plans and executes a new menu. Firstly, clear objectives, timelines, budgets, and resources must be defined. This step is akin to a chef selecting ingredients and setting a timeline for menu rollout. Involving and training the customer service team is crucial. It's similar to how a chef trains their staff on new recipes, ensuring everyone is skilled and confident in their roles. Monitoring and measuring performance through the CRM's analytics is the final, ongoing step. It's like a chef gauging customer reactions to new dishes and tweaking them based on feedback.

Implementing CRM software is as critical as choosing the right one. We adopted a structured approach, ensuring comprehensive team training and a phased rollout. Regular feedback sessions were integral to understand the on-ground challenges and optimize the CRM use, ensuring a smooth transition and immediate improvement in customer service efficiency.

Overall, implementing and optimizing CRM software for customer service requires careful planning, involving stakeholders, training employees, tracking performance, and continuously improving based on feedback and data.

Always prioritize the process first. Make it simple, remove complexity. If you think you have it, do it again. And again. And again. And then choose the tool that can adapt to it without compromising your process.

A fool with a tool is still a fool. Most companies I worked with fell for the assumption that the right tool will fix everything. The opposite is true. The more expensive the tool is, the more people follow blindly the defaults of this tool. They forget one crucial thing: the vendor is great in selling software, not in knowing your business. Processes are the prompts of companies in the times of AI. It’s a garbage in-garbage out issue. So before buying and implementing a shiny new tool, do your homework and simplify, speed up and reduce your processes. And second: plan at least 50% of the implementation resources as continued workforce needed to adapt and improve the implementation over the full lifecycle of the tool.

Looking ahead, the integration of AI and predictive analytics in CRM systems will be game-changing. Imagine a CRM that not only manages customer interactions but also predicts future customer needs, automating personalized marketing campaigns and preemptively addressing potential service issues. This is the future we're moving towards, where CRM becomes the cornerstone of customer engagement in e-commerce.

a. Suporte e Atendimento ao Cliente: Avalie a qualidade do suporte oferecido pelo fornecedor. b. Custo Total de Propriedade (TCO): Considere n?o apenas os custos iniciais, mas também taxas de manuten??o e treinamento.

Select a user-friendly CRM with integration capabilities, customization, and automation. Prioritize scalability, data security & robust reporting. Ensure mobile accessibility, responsive support & consider cost-effectiveness.