Is Your CRM All About the Customer?
When a customer walks into a retail store, they are looking for a specific experience. First, they want to be able to shop for their needs quickly and efficiently. In other words, merchandise must be organized well into sections that allow the customer to find what they want easily. Secondly, they want a speedy and efficient check out experience. How many times has a customer walked through the check out line and spent more time than is necessary at the point of sale terminal simply because the merchant makes the process more about collecting customer data than about helping the customer get through the process quickly and efficiently?
It happens way too often.
That’s why ChainDrive developed a Customer Relationship Management solution (CRM) that allows retails a quick and efficient way to perform customer service functions at the point of sale.
4 Qualities of a Customer-Focused CRM Solution
A customer-focused and customer-centered CRM solution should contain four distinct qualities that assist merchants in delivering excellent customer service. These are the the four qualities:
- Personalized – When your customer is ready to check out, it should be easy to find their personal data in your system. You should be able to find any customer by name, phone number, or address. The quicker you find the customer in your database, the more quickly you can move them through the point of sale and make their customer service experience a customized and personalized experience.
- Targeted – By collecting information on your customer’s shopping and buying habits, you can create targeted marketing campaigns that help them find more of the products they are looking for.
- Smarter pricing – Pricing is not just about how much you paid for a product and how much profit you want to make on that product. Each customer has different needs. Smart pricing means introducing your customers to new products that are similar to others they have bought in the past at a price they are willing to pay. It also means rewarding loyal customers with intelligent discounts. This builds loyalty and keeps them coming back to your store more often.
- Promotional – There are many ways to promote products to your customers. Do you know which devices they use to shop with? That can be key in where you make your intelligent product and pricing offers. Today, many customers will research the products they want to buy on their computers, mobile phones, and tablets before walking into the store to buy them. By presenting them with the right offers at the right time, you can ensure loyalty, increase sales, and make your customers happier through a holistic shopping experience.
A good CRM is a profitable CRM that puts the customer first and focuses your marketing efforts on a personalized customer experience.