This ensures that not only do they end up damaging their reputation with a client or a potential client, but they also end up with customer Management software that is not working to meet their company’s goals. Today, let us see how customer management software can be used in the servicing and sales aspect.
Lead Management
Let us start with the lead management process. We will use an example to show how CRM systems can help us. Let us say a bank launches a new investment product. Using their customer management software, they ensure that their programs are keyword optimized and all their marketing programs are working at full capacity to promote this product.
However, if the customer management (in Spanish gestion de clientes) software is not trained to rank the incoming leads, the bank will miss the fact that the CEO of a big company is looking for such investment options. By the time they sort through the leads and call the CEO, he or she may have already invested their money elsewhere.
If, on the other hand, the customer management system were allowed to rank all incoming leads, the CEO would have been among the first people contacted.
Servicing
Now let us look at the servicing aspect for the same bank. Now that the bank has contacted the CEO and he or she has invested with the bank, again the bank misses a trick by not making a module to check on the spending patterns of the CEO and thus misses the fact that he or she is a frequent user of a particular airline. Also, many of the card holders of the bank use this airline frequently.
Customer Data
However, the biggest benefit of customer management software is the information about the customer. If the bank knows that one of their customers is going to celebrate his 20th wedding anniversary next week, they can delight him by sending him gifts and wishes on the day of the event. Such actions only increase the value added to the relationship between the client and the bank.
Hence, it is very apparent that customer management software is a very important tool today. Are you making full use of this amazing technology?