“Customer experience can include a lot of elements, but it really boils down to the perception the customer has of your brand. Even if you think your brand and customer experience is one thing, if the customer perceives it as something different, that is what the actual customer experience is.”
Improving customer experience is an ongoing activity that can be impacted in a variety of ways. In this blog, we look at how CRM software can help you refine this experience, through intelligent functionalities and features.
Your CRM can provide you with a wealth of information about leads and customers. The Qobrix real estate CRM system for instance is designed to collect and store data in real time, including conversations and customer activities, which tell you much about where in the buying journey those customers are.
Knowing where in the buying journey they are at then gives you the ability to segment similar customers into specific groups who can then be targeted with tailored sales and marketing email campaigns, newsletters, company updates and more, so that you are communicating the right message to the right audience at the right time.
Providing content that is relevant, informative and valuable boosts engagement and improves the likelihood of those customers reaching out to do business with you.
Customers contact your business in multiple ways, be this via email, social media, website form, customer support tickets, and more. Centralizing all the data that you collect through those entry points in your CRM system reduces the need to search around for information. You have one place that your entire organisation can access any time they have to, making it easier to assist the customer. In addition, contact records can also be added and updated in one place (your CRM), eliminating the need for multiple systems (e.g. excel, Word, etc) that often results in lost or incorrect data.
Making data accessible in place, and available at all times, enables your teams to respond to customers more quickly and efficiently, ensuring a consistent experience for all customers that engage with your business.
Reports and analytics
Intelligent real estate CRM software like Qobrix can provide you with multiple reports, customized according to the key performance metrics you want to measure. A customer service report for instance can help you establish how employees are interacting with customers based on response times, who is getting the highest number of customer queries or complaints, etc. A sales by employee report will confirm how much revenue each member of your sales team is generating. A sales funnel report will demonstrate how quickly your customers are moving through the buying journey and identify any bottlenecks. A sales activities report will allow you to see what activities are being undertaken by your sales team and the success of their efforts.
Having these insights (hard data) highlights gives you the ability to increase employee accountability as well as improve operational and sales processes, procedures and workflows, all of which will ultimately enhance the experience a customer has with your business, boosting sales and profitability.