What is CRM Marketing? – Today, business people are increasingly aware of the importance of building relationships with customers.
Therefore, the CRM (customer relationship management) approach is increasingly being looked at by many business people.
In addition to managing relationships with customers, the CRM approach is also developing as an effective marketing medium or known as CRM marketing.
Then what is CRM marketing? Does your business need it? And how to use it?
What is CRM Marketing?
CRM marketing is a business strategy that utilizes CRM technology to support marketing implementation. The use of this technology plays a role in managing relationships with customers more efficiently.
Thus, it can make the marketing process run more effectively.
The purpose of the Customer Relationship Management marketing approach is to improve and optimize customer relationships, encourage customer loyalty, retention, extension, increase revenue and customer lifetime.
Of course, to implement Customer Relationship Management Marketing, you don’t need to bother because now there is a sales marketing program, namely integrated sales and marketing software.
Why Do Businesses Need to Use CRM Marketing?
CRM marketing has many uses and benefits for your business success. CRM itself is a business system designed to manage the interactions that occur with your customers and potential customers.
The CRM approach is widely used by salespeople as it helps companies to streamline business workflows thereby increasing efficiency and productivity.
In addition, CRM software is also widely used by customer service teams to manage post-sales services.
However, companies not only use Customer Relationship Management marketing programs to increase sales and customer service, but also to manage their marketing.
According to SuperOffice, CRM has grown to become the world’s largest marketing software.
What are the Benefits of CRM Marketing for Business?
Applying CRM marketing to businesses can bring several benefits to businesses. These benefits include the following:
Getting new customers
The CRM approach provides a pleasant customer experience. That way it leaves a good impression in the eyes of customers.
For example, you are trying to provide timely delivery of the goods they ordered. Satisfied customers will ‘invite’ new customers to join.
Adding Business Value in the Eyes of Customers
Companies can create good customer relationships with this approach. You do this by offering the same product but with better quality. In addition, it can also offer complementary products to goods that are already owned by customers.
Increase Customer Loyalty
In addition to capturing new customers CRM approach, also maintain existing customer loyalty. This is done by always providing the best service so that they continue to put their trust in your product.
You also need to serve customer dissatisfaction with the products offered by the company.
Increase Customer Extensions
Customer extension or customer extension is a term that covers increasing the depth and range of products that customers buy from a company, also known as customer development.
In this case, you can increase your business through customer extensions obtained with a CRM marketing approach.
Where Customer Relationship Management marketing will create brand value and increase customer loyalty which ultimately encourages customer extension in business.
CRM Marketing Approach to Improve Business
CRM can be used as your newest marketing strategy. Still according to SuperOffice, CRM software can help business marketing in many ways. For example call center management, sales force automation, marketing automation, and customer service.
Here are 5 customer extension techniques that businesses can do using CRM marketing :
1. Take a personal approach and customer segmentation
The CRM approach can help you easily segment specific customers.
Where the insights that you get from the data in the CRM application will be very useful for improving the customer journey and customer experience personally, so that they can turn into loyal customers.
Apart from that, you can also use CRM to send emails and other content to increase customer awareness, create good relationships, and finally encourage them to buy the products or services you offer.
2. Maintaining relationships with customers
In addition to looking for potential prospects, you also have to take care of existing customers to do customer extensions. There are several things that the CRM marketing approach does.
The first is the use of CRM as a sales marketing application. You can easily access customer data whenever and wherever you need it.
CRM programs can update customer data, or reconnect with your old customers through personalized email marketing. Your marketing team can also track interactions with customers from start to finish.
Sales marketing programs can provide a 360 degree view of your customers. In this way, you can determine who your most loyal customers are and who is likely to be approached again.
3. Forge more meaningful customer interactions
This marketing strategy is important for your business customer service. One way to keep customers happy is to answer their questions.
Unfortunately, according to data from call service company Yonyx, as many as 55% of businesses fail to respond to customer feedback through social CRM.
It is unfortunate to see that 17% of customers seek customer service through social media. Meanwhile, 20% of customers make the decision to buy through social media. This data is data for 2014.
With the rapid development of social media today, of course the numbers will be much bigger.
Using a CRM application can improve a better customer experience. With this CRM approach, you can handle customer complaints in an organized and documented manner.
4. Email marketing automation
With Customer Relationship Management, you can integrate email marketing to create more comprehensive marketing. All your emails will be automatically recorded. You can also create notifications for follow-up emails that must be done.
Create an interactive email template so that customers are interested in buying it. This is one example of marketing automation.
Email marketing provides the greatest return on investment (ROI) compared to other marketing methods. Email is very cost-effective in promoting products, communicating with customers, and achieving your business goals.
5. Perform predictive analysis
CRM’s ability to perform predictive analysis is one of its most valuable assets. Marketers hope to see and predict the future. Sales marketing programs in CRM can make trend lists and predictions for the next year.
CRM uses real data obtained from your prospects and customers. This data can predict which ones to develop and which ones you excel at.
With detailed analysis carried out by Customer Relationship Management, both of them can provide a comprehensive picture of the marketing strategy you need. In this way, you can achieve success and approach potential customers in the right way.
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