Let’s take the team of agents as an example…

The team of agents can use CRM to monitor each individual customer: who he is, where he is in the sales or acquisition process, what his requirements are, his most recent activities on social media, the notes of previous calls and the email conversation logs, and more…

Thanks to this data, each member of the agents team has the information necessary to formulate the right proposal at the right time.

Not only that: every single employee has access to all this information and anyone in the company, from the intern to the CEO, has the opportunity to offer tailored services to potential and existing customers. This means that all departments are united in the common effort to offer optimal service and improve customer relationships.

How does CRM help improve customer relationships?

By improving customer relationships and offering quality service, both DIONISI PROPERTY and CUSTOMERS will obtain tangible benefits from the use of CRM.

So how does CRM help improve customer relationships?

With CRM you can:

• Find and engage potential and actual customers wherever they are;
• Reward customer loyalty;
• Ensure that customers are treated properly and problems resolved promptly;

In particular …

Find and engage potential and actual customers wherever they are;

The number of sales, marketing and customer support channels customers rely on to communicate with companies is growing rapidly. A recent Forrester report indicates a 12% increase in the use of self-service websites and a 24% increase in the use of online chat. All this, together with a greater use of social media, shows that actual and potential customers come into contact with companies through more and more channels than in the past.

This means that there are many more channels available to engage potential and existing customers.

A survey reveals that 60% of the companies surveyed already rely on social networks to respond to customer requests and 78% intends to do so shortly. The consistent presence of potential and existing customers and competition on the various social networks forces companies to be actively listening and to respond promptly through these platforms to remain competitive. That’s why many companies rely on CRM systems, which allow for the integration of social media.

Identify and reward the most loyal customers

Thanks to the CRM software you can know how long a customer has been in contact with us, the type of property that interests him and more, so that he can respond adequately to his needs.

Treat customers properly and resolve problems promptly

It is known that potential and existing customers judge companies based on how they manage customer problems and / or complaints. CRM allows you to deal with customer problems more easily, because it is able to classify and forward requests and problems directly to the competent department. Since each department has access to all the relevant information, it can respond to requests and solve problems in a timely and simple way.

The ability to manage every situation in a timely and correct manner greatly influences the perception that customers have of the company. A study showed that 60-75% of customers turn to a company again if customer support has been able to solve problems correctly and objectively [5], even when the decision itself has not helped the customer. It also emerged that 90% of customers continue to buy a company’s products or services if complaints are promptly addressed.

What are the advantages that CRM offers to the company?

We talked about how CRM can improve customer relationships and the benefits of increasing their satisfaction. But a successful CRM strategy can also benefit the company in other ways.

With CRM, you can:

• • Increase the number of closings;
• • Increase profits and referrals from existing customers;
• • Improve products / services;
• • Measure and optimize performance.

Find out about these aspects in detail below.

INCREASE THE NUMBER OF CLOSINGS

With a CRM system, the team of agents can identify and classify leads quickly and accurately.

By classifying leads, the sales teams have the opportunity to formulate ad hoc proposals for customers and to do it quickly because they know the type of customer they are offering the offer to. The faster the creation of winning sales proposals, the faster the team can deal with the next lead, increasing the volume of telephone contacts and reducing the response time.

At the same time, members of the sales team can make personalized, more customer-oriented proposals. Since the sales team can determine what the quality leads are and the best approach to take, they can invest their time wisely. They will be able to focus more on quality leads, making sure to create the best possible proposals.

The result is better and more profitable contracts with higher profits. The result is better and more profitable contracts with higher profits. Companies that rely on CRM experience an increase in the productivity of their sales teams of up to 34% and sales up to 29%.

INCREASE PROFITS AND REFERRALS FROM ALREADY EXISTING CUSTOMERS

Even after entering into a contract, CRM is able to improve the effectiveness of your company.

• • Increase in up-selling and cross-selling opportunities

Thanks to the CRM system, the sales team has the complete picture of each existing customer. The team can use this information to identify up-selling and cross-selling opportunities.

• • Satisfied customers spend more

Thanks to the CRM system, the customer support team can provide higher level services, and customers will be more satisfied. If customers are satisfied, they will likely become regular customers, who spend 33% more than new customers.

• • Satisfied customers get the word out and bring new business

On average, a satisfied customer tells their positive experience to 9 other people. This generates multiple leads and starts the cycle of personalized sales and customer support.

IMPROVE PRODUCTS AND SERVICES

The CRM system collects data from a wide range of sources: social media, online chat, customer calls and so on. This allows you to get a complete overview of what customers want and what they think aboutyour products and services. This information gives you the opportunity to improve the offer based on what customers say.

MEASURE AND OPTIMIZE YOUR PERFORMANCE

The CRM system allows you to measure every aspect of your business and to obtain the insights necessary to make the best decisions. Dashboards offer a real and at-a-glance overview of your business, as well as the ability to run real-time reports for more detailed performance analysis. For example, to check the performance of new sales emails, you can run a report to see which potential customers received the email and the resulting result. Based on this data you can optimize your next move.