customer experience

One truth remains constant: customer experience reigns supreme. In a digital era where consumers are not just buying products or services but the associated experiences, mastering the art of customer experience has become imperative.

This paradigm shift has given rise to innovative strategies that elevate customer satisfaction and substantially improve lead conversion rates. This article will delve into the strategic realm of customer experience and uncover three powerful ways to supercharge lead conversion.

Relevance of Customer Experience in Today’s Landscape

Customer experience has evolved from being a buzzword to a defining factor in the success of businesses across industries.

Today’s consumers demand more than just transactions–they seek meaningful interactions, personalized solutions, and seamless journeys. In fact, studies show that 86% of buyers are willing to pay more for a better customer experience.

The significance of this trend must be considered. Companies that prioritize customer experience secure loyal customers and create brand advocates who amplify their message through word-of-mouth and social media.

How Data Elevates Customer Experience

At the heart of a remarkable customer experience lies data. This fuel powers personalized interactions and anticipatory services. With advanced analytics tools, companies can harness customer data to create tailored experiences that resonate.

Moreover, data enables the seamless transition between different touchpoints, forming a unified customer journey. This omnichannel approach ensures consistency and eliminates friction, granting customers the freedom to engage through their preferred medium.

The result? A satisfied customer who perceives the brand as attentive and committed to their convenience.

Impact of Customer Experience on Lead Conversion

The relationship between customer experience and lead conversion is symbiotic. A stellar customer experience does more than satisfy existing customers– it entices potential leads to take the plunge.

Consider this: Customers delighted by a brand’s service are likely to recommend it to others, effectively becoming brand advocates. Word-of-mouth referrals are an invaluable source of leads, often boasting higher conversion rates due to the inherent trust factor.

Furthermore, a study by Harvard Business Review uncovered that companies with a strong focus on customer experience outperformed the market average by a considerable margin in revenue growth.

This exemplifies the direct correlation between investing in customer experience and reaping the rewards of enhanced lead conversion rates.

Conclusion

Where competition is fierce, and customer expectations are soaring, elevating lead conversion rates requires a strategic approach. By prioritizing customer experience, businesses cultivate brand loyalty and advocacy and foster a nurturing environment for leads to convert.

Embrace data-driven personalization, craft seamless omnichannel journeys, and watch your lead conversion rates soar. Exceptional customer experiences are the true game-changers in the realm of lead conversion.

Want to gain access to a set of tools that lets you easily improve customer experience? Talk to us, Book a FREE demo with our experts below.

In today’s fiercely competitive business landscape, customer service has emerged as the differentiating factor that propels companies to success. Customers now value exceptional experiences and personalized interactions more than ever before.

In this article, we will explore the pivotal role of customer service in driving business success and how technology can be the catalyst for outstanding service. Let’s get started.

The Significance of Customer Service in Business Success

Customer service has evolved from being a mere support function to a strategic imperative for businesses. Studies reveal that 86% of customers are willing to pay more for a better customer experience, and 73% point to customer experience as a crucial factor in their purchasing decisions. 

Exceptional customer service can foster loyalty, drive customer retention, and generate positive word-of-mouth referrals, all contributing to long-term business growth.

Leveraging Tech for Improved Customer Service

Technologies can be integrated into business operations to deliver exceptional customer service. Techs like CRM systems allow organizations to streamline and optimize the customer service process by providing a centralized platform for managing customer interactions and tracking feedback.

With a 360-degree view of customer data, businesses can better understand customer needs, preferences, and behaviors, enabling personalized and proactive service.

Using CRM Systems to Improve Customer Service

1. Enhanced Communication: CRM systems facilitate efficient and timely communication with customers.
   
   Utilize the CRM platform to manage customer inquiries, respond promptly to queries, and provide personalized support across various channels such as email, phone, or chat.
   
2. Streamlined Issue Resolution: Utilize the ticketing system within the CRM to track and resolve customer issues effectively.
   
   Assign tickets, set priorities, and ensure seamless collaboration between customer service teams, leading to quicker resolution and improved customer satisfaction.
   
3. Personalized Support: Leverage the power of CRM systems to personalize customer interactions by accessing customer history, preferences, and purchase patterns to offer tailored recommendations and customized solutions.
   
   This level of customization builds trust, enhances customer relationships, and sets businesses apart from competitors.
   
4. Self-Service Portals: Implement self-service portals within the CRM system to empower customers to find answers to their queries independently.
   
   Enable customers to access knowledge bases, FAQs, and community forums, reducing reliance on customer service teams and providing round-the-clock support.
   
5. Social Media Monitoring: Leverage CRM systems to monitor and engage with customers on social media platforms. Stay informed about customer sentiments, identify issues, and proactively address concerns.
   
   Engaging with customers on social media helps build brand loyalty and demonstrates a commitment to exceptional service.

Improve Your Customer Experience Now

Customer service is the bedrock upon which business success is built. By embracing CRM systems, businesses gain a competitive edge by delivering exceptional customer experiences.

From streamlined issue resolution to personalized support, self-service portals, and social media monitoring, CRM systems equip businesses with the tools needed to exceed customer expectations.

Want to experience how CRM can change your customer experience? Talk to our experts. Book a FREE demo below.

As businesses increasingly operate globally, the customer experience has become more and more critical for lasting success. Customers want to feel valued, heard, and secure when purchasing or interacting with businesses.

As such, B2C companies must provide personalized experiences with convenience, security, and excellent value to stay ahead of their competition.

With the use of techs like Customer Relationship Management (CRM) systems, businesses can efficiently manage customer data, interactions, and support requests. Companies can also gain powerful insights into consumer behavior that can help them personalize the customer experience beyond what was previously possible.

Here are ten tips on how to use CRM data to create exceptional customer experiences:

1. Prioritize quality customer service

Technology can help streamline the customer experience, but it’s important to remember that at the heart of successful B2C, relationships is good old-fashioned customer service.

Ensure your CRM system is integrated with a robust customer service platform so that every interaction with customers is efficient and personalized.

2. Utilize data from previous interactions

Gather as much data as possible from past interactions and use this information to provide more tailored support for each unique customer. By understanding what a customer needs, you can anticipate their expectations and proactively provide better solutions tailored to them.

3. Set up automated responses

Automated responses are a great way to save time and ensure customers receive quick answers to their queries. Set up automated emails or messages for frequently asked questions so customers can get the information they need without waiting for your team’s reply.

4. Capture customer data across channels

Collect customer data from multiple sources, including social media platforms, website visits, and email interactions. This way, you can build up an accurate picture of individual customer behaviors, which can be used to improve future interactions.

5. Track customer life cycles

Use CRM analytics tools to track the entire life cycle of a customer relationship – from initial contact right through to purchase and beyond. By understanding how customers interact with your business over time, you can make informed decisions about how best to deliver a superior customer experience.

6. Offer tailored discounts and offers

Using the data collected from previous customer interactions, you can create targeted marketing campaigns to offer special discounts or personalized recommendations tailored to individual customers’ needs.

7. Aim for quick response times

Timely responses will make customers feel valued, so a fast response system is essential for providing good customer experiences. Ensure your team has access to all the resources they need to answer any incoming queries swiftly and accurately.

8. Monitor customer feedback

Track customer feedback across social media platforms, website visits, and emails so that you can respond quickly to negative comments or reviews. This way, you can address any issues as soon as possible before they become significant problems.

9. Use predictive analytics

Utilize predictive analytics capabilities to anticipate customer needs and keep ahead of the competition by providing superior experiences tailored to individual customers’ preferences.

10. Invest in a reliable CRM system

To make the most of your CRM data, you must have a dedicated and intuitive design. A good CRM can save time, increase accuracy and help ensure every customer feels valued and listened to.

Conclusion

In today’s digital age, many customers expect a seamless experience when interacting with B2C companies. Meeting these expectations requires businesses to go beyond simply selling products and services – they must also prioritize customer support and engagement. This is where a customer relationship management (CRM) systems can be helpful.

A CRM system can help B2C companies exceed customer expectations by providing reliable support, integrating with chatbots, and enabling social media engagement. These features can help businesses provide a seamless customer experience, increasing customer satisfaction and loyalty.

By prioritizing customer support and engagement, B2C companies can establish themselves as industry leaders and differentiate themselves from competitors.

Learn more about improving the customer experience with CRM. Book a FREE demo below.

We’ve gone past making your business’ identities, and now is the season for building your brand’s success through customer experience analytics. These days analytics is integral to refining your customer experience and overall customer journey. 

For some time now, brands have focused on internal business functions like product design, supply chain, and customer service to drive new and better customer experiences. Some organizations focus more on their product and use customer feedback to generate value or develop loyalty products for better customer retention. We can all agree that these strategies are all good but can also be unsustainable in the long run. 

Analytics Bringing more than just Data on the Table

Customer experience isn’t just about function and form. Guessing what your customers want can be counter-productive and, at the same time, annoying. Businesses fail to understand that the root of customer experience understands how your customer can relate to your entire brand. To gain and leverage such insight, organizations must learn how to harness the power of customer data and analytics.

Customer experience analytics is discovering, collecting, analyzing essential customer data. This process produces actionable insights to derive better decisions and solutions to benefit your customers and business. These decisions, in turn, allow your business to run for a more tailored or hyper-personalized experience for the individual customer.

Analytics will always be an integral part of refining the customer experience moving forward. Research shows that 90% of business managers believe analytics can improve their sales performance. Another study shows that 62% of businesses believe that analytics can increase their sales by 20%. 

Competing in Data-Driven Economy – Not as simple as ABC

Organizations must acknowledge or eliminate guesswork to compete and win in a data-driven economy. Data is more than just mere numbers. With this current economic setup and competitive environment, businesses must have access. They must have the ability to act on customer data with speed, agility, intelligence, and accuracy. 

How Data and Analytics Helps Improve Customer Experience

You’ve heard of the phrase, “customers are the lifeblood of your business” a million times over, and you’re getting sick of hearing it. But, if you’re planning to leverage data and analytics, knowing your customers and keeping them engaged is the best thing you can do for your business. 

Yes, it’s exciting to find new technologies and strategies and harness them for your business’s advantage. However, forgetting the main objective of your business is to create relationships that add value to your company and bottom line. An intelligent customer experience (CX) and your customer lifetime value (CLV) strategies are the best way to go. So how can analytics create an impact on customer experience? 

Understand Customer Sentiments and Level with Customer Emotions

Emotions play an essential role in building relationships with customers and vis-a-vis. Marketers over the globe clearly understand the impact of emotions and feelings in the decision-making process. As mentioned in the previous lines of this article, competing in data driven-economy is not easy. Consumers face many marketing materials, from emails to social media platforms. Unsurprisingly, only a tiny amount of that gets through.                                                                                                                      

Learning how to act on collected and processed data is an essential skill that businesses should pick up. Despite the harsh competition, you’ll be at the most disadvantage without data analytics. Nowadays, using and processing big data to understand the customer better and insight into how they feel is critical to connecting with them emotionally and winning their loyalty. 

Businesses may source data from different methods or mediums. These methods may include formal surveys, call transcripts, social media comments, reviews, and any other form of exchange between a brand and a customer. In return, the collected and processed data allows businesses to analyze quantitative and qualitative feedback to improve customer services, whether by changing or using softer language, more emotionally established marketing campaigns, or a more hyper-personalized service.

Streamline Service and Save Time

Having long sales funnels is no fun for your employees and your customers. Organizations should do their best to streamline processes and save time whenever possible. 

Customers hate it when their calls are redirected frequently and still can’t seem to find a solution. In these cases, when your data is processed and analyzed, you can easily match sales reps to more appropriate roles or improve the efficiency of your entire team. Ensure that all customer information is in a single platform, like CRM software solutions, streamlining your business process and saving time is within reach. 

Analytics Help Improve Communications

Communication is not about the words you say but how you say them. Not communicating well with your customer is like playing minesweeper. That is why it is essential to gather much customer feedback and reviews as possible. 

In this case, you can use customer feedback and satisfaction scores to improve communications among employees and customers. Feedback and reviews allow your team to redirect their efforts and even tap on opportunities that have never been. Or even in situations where agents are not performing well because they spend too much time looking for peer support. 

Your team can avoid confusion and re-routing communications with the help of accurate and valuable data. When data analytics are put in place, your team knows where they stand with the customer. They can use better communication strategies to make service interactions more efficient when they have this knowledge.

Enhance targeted marketing practices

Big data is also paramount for implementing effective and targeted marketing strategies. Organizations need to pay attention to click-through rates of links communicated via marketing emails, text messages, and other channels. For example, it can reveal whether a marketing strategy results in actual sales. Furthermore, geolocation data may allow brands to better target customers near brick-and-mortar stores or during the in-store shopping experience.

Brands may use the information collected to share sales events and other news on discounts applied in-store. As brands collect various types of data on their customers, taking a thoughtful and customer-centric approach to interpreting data can result in better service practices and more substantial customer experiences.

Key Takeaway

Analytics is more than just a piece of processed numbers. Analytics has become their lifeline to stay competitive in a data-driven economy to some businesses. Trusting in guesswork no longer works in this present day and age. Companies need accurate data, precise analytics, and responsible actions to stay relevant and even gain an advantage in the market. 

In a customer-centric world, upping your customer data and analytics game is the best way to get ahead.

The word “customer-centric” is thrown around in a lot of boardrooms. But what does it mean to be customer-centric? And will it pay off?

What Is Customer-Centric?

Customer-centric is a strategy that involves creating the best experience for the customer for a meaningful, long-term business relationship. In this strategy, the customer is at the core of the business’s decisions and operations.

Providing a positive customer experience helps the business achieve customer satisfaction. Once the customer is satisfied, the chance for a repeat purchase is high. This behavior, when repeated, builds customer loyalty and drives sales results.

Overall, being customer-centric is necessary for companies especially when the business environment is competitive. It helps them distinguish themselves from the other brands. It also ensures long-term business success.

What you should know:

Customer-centric is a strategy focused on enhancing customer experience.

It helps businesses set themselves apart from the competition, drive down business costs, build customer loyalty, reduce customer churn, and improve overall sales.

Using technology is necessary to implement a customer-centric approach. It helps businesses run smoother workflows. It facilitates faster information exchange.  And it helps businesses generate insights faster.

Benefits Of Being Customer-Centric

Being customer-centric has multiple benefits to businesses. Here are a few:

Lower business costs

For businesses to drive sales, they must acquire new customers through lead generation tactics. But these tend to be costly. Spending on ads to gain a wider audience reach, giving discounts, or other promotional activities, to name a few examples, are expensive to run. 

Compared to having existing customers make repeat purchases to gain sales, lead acquisition tends to drive costs higher. This need to acquire new leads is eliminated when the business successfully runs on customers making repeat purchases.

Reduces customer churn

When customers are dissatisfied with a business, they tend to leave the business and choose the competition. This is wasted sales potential and is often measured by the rate of customer churn. Reducing customer churn improves sales performance, which, in effect, improves profitability.

When a business focuses on the customer experience, it ensures that the customer is satisfied with the service from the start of their journey towards the end of the sales process. This reduces the chances of customers churning. 

Builds customer loyalty

Aside from reducing customer churn, being customer-centric ensures that customers get to stay, make future purchases, and recommend your products and services to others.

Customer loyalty helps the business gain a wider reach through recommendations and referrals. For example, when a customer is satisfied with your product or service, they tend to introduce your brand to others on occasions when a need arises.

How to Be Customer-Centric

One of the popular ways to be customer-centric is to use a Customer Relationship Management (CRM) software. The software is designed to help businesses get to know their customers more, gain data and information, and craft a workflow that enhances their services.

CRMs are known to help businesses gather information about their potential and existing customers. They do this by using landing pages, for example, to prompt website visitors to fill out a form and get their contact information.

Or by providing feedback loop mechanisms that help customers smoothly provide feedback at strategic points of the sales process (e.g. when closing a deal or after the customer makes a purchase).

They can also help businesses tailor their content and send content via email automatically, based on a schedule. This is important especially when the business runs a drip email marketing strategy.

Learn more about drip email marketing here:

Customer-centric Through Tech

Learn more about using tech to implement a customer-centric strategy. Get started here.

A successful online business does not settle with closing a sale. It goes beyond—  it makes customers fall in love with the business.

Customer experience (CX) is the top priority for many business professionals. The reason is simple: a good customer experience can help reduce churn and increase sales revenues. According to a report, 81% of companies that provide better customer experience were found to perform better than their competitors. 

More than that, customers are also willing to pay higher prices for better service. In fact, research noted that 86% of customers indicate their willingness to pay more in exchange for better experiences.

So let’s cut to the chase. How can companies deliver an experience that customers would enjoy? Here are 6 ways for you to take note of.

Six Ways To Provide Better Customer Experience

Let’s take a look at strategies that help create a great customer experience strategy. These are found to help improve customer satisfaction, reduce customer churn, and increase profits.

1. Create a goal

The first step that you should take in providing a better customer experience is to have a goal centered on, well, the customer experience. 

Have a vision and provide a set of statements that allow you to materialize that vision. These will be your guiding principles that will help shape your acts and decisions that would ultimately result in providing a better customer experience.

2. Understand your customers better

It’s hard to provide a better customer experience without understanding your customers first. To do this, gather data from them that reflects their needs, interests, and preferences.

And it’s not just enough to collect feedback. Make sure that their feedback is authentic. And you can do this by strategically placing a feedback loop mechanism at certain points of the buying process.

For example, allowing customers to provide feedback at the end of the purchase allows you to gauge their satisfaction with their purchase. You can also reward this behavior by providing incentives after every feedback given. 

You can also understand your customers— even from the start— by allowing them to fill out forms in exchange for lead magnets.

Learn more about customer profiling here:

3. Do it from the start

As mentioned above, gathering data can be done all throughout the buying process. And it includes the start of the buying process— when customers are still considered as leads.

Map the customer journey and experience— what do leads feel at the starting point of your engagement? What pushes them to take the next step? What generates and sustains interest? And what makes them stay as loyal customers?

Answering these questions through the lens of the customer (or the lead) allows you to correct certain workflows that do not provide an impact during the journey. It should also be highlighted that certain interactions need to be quick before customers lose interest.

Learn more about implementing quick, automated workflows here:

4. Empathize

They say that the best customer experiences are achieved when businesses create an emotional connection with customers. Emotions shape the attitudes that drive decisions— that’s why in mapping customer journeys, what customers feel should be taken into account.

When customers are engaged emotionally, they’re found to be more likely to recommend your business to others, repurchase, and even be less price-sensitive than those that weren’t emotionally engaged.

5. Manage customer expectations

To reduce customer churn, managing customer expectations should be done all throughout the customer journey. Many negative experiences are a result of unmet expectations, so managing expectations help shape the desired customer experience.

Right from that start, it’s suggested to determine what the customer expects from the company. Ask open-ended questions and check what the customer perceives from your business.

Questions like “what kind of results do you expect to achieve at the end of the day?” or “what’s your timeframe?” help businesses address expectations right from the start.

6. Assess and evaluate

At the end of the day, it’s all about data. Did your customer experience strategy produce results that you expect? Were they unsatisfactory? And to answer these questions, you’ll need to have data about your performances.

Using a Customer Relationship Management (CRM) software that generates data and insights in real-time helps you gain a better understanding of the customer experience. It also helps you make data-driven decisions so that, at the end of the day, you won’t be second-guessing what to do next to improve your customer experience strategy.

Improve Customer Experience Through Tech

Learn more about how a system can help you gather data and generate insights in real-time. Get started here.

The famous magazine, Entrepreneur Asia Pacific, tagged 2021 as the year of the customer. Over the past year, marketers and leading sales leaders learned a lot, whether they liked it or not. After a tough year, it’s time for businesses to go back to basics and focus on what matters – the customers. 

The consumer landscape experienced a sudden tectonic shift as businesses and consumers moved into a fully digitized realm of sales and marketing over the past year and several months. Therefore, strategies and approaches also changed. The focus became less about traditional marketing and sales methods and is now leaning more toward rethinking the whole digital customer journey and, most importantly, the customer experience.

Why should Businesses be Paying Attention to the Customer? 

Emotions, whether you deny them or not, creates an impact. It’s like a ripple. Customers who feel ignored by businesses feel rejection, and rejection can lead to many downward spirals. Meanwhile, when customers feel that they’re heard and valued by the business, it can positively impact your business. 

Businesses must listen to their customers, as customers directly impact your revenue. To actively be involved in your customer’s overall journey – this is where you must apply customer service and customer experience. 

Delivering excellent customer service and experiences is a practical approach in reducing the expense of operations and investing in improving their customer’s experience, and moving the needle on revenue. To do so, you must know what’s on top of your customer’s minds or the things that matter to them. 

What Matters Most to Your Customers 

Knowing what matters to customers and how they might interact with your brand is essential to your business’s success. So what are the things that matter to customers? Saphyte has listed ten things that matter to customers in 2021. 

Omnichannel Communication

With the fast-paced environment, customers will always want to reach out to you at any time. A study has shown that customers no longer desire to communicate with companies when and where it’s most convenient for them — they expect and demand it from your business. 

Unlike before, this new approach to conversational commerce is much bigger than your ordinary live chat. Though live chat is a part of the whole approach, it’s no longer the focus. Consumers expect and demand the ease of connectivity with your brand on their preferred communication platform.

But what is an omnichannel communication approach? An omnichannel communication approach allows businesses to deliver a seamless and constant experience across various communication channels (email, social media chat, website chatbots, etc.) while factoring in consumers’ different devices, behaviors, and choices.

Personalization taking Center Stage

On top of ease of communication, customers expect and demand personalization, and businesses notice this trend. And in 2021, hyper-personalization will take its place center stage. Data shows that customers value a friendly, efficient, and profound personalized customer service experience.

Never underestimate the influence of friendly, personalized interactions. One study shows that most customer buying decisions no longer rely on things like price or convenience. Instead, 70% of buying experiences depend on how a customer feels a company is treating them.

Communicate the Purchasing Process

Customers hate it when sellers dance around talking points like availability, price, discounts, total cost, add-on options, and so forth. Customers expect you to tell them, in plain and simple language, what items are included in their purchase and how the purchase will take place. No surprises and, most significantly, no last-minute upsells.

Showing Customers you Know Them

Customers no longer want to be a part of your sales number. They expect and demand them to feel seen, appreciated, and understood by the businesses they deal with every time. Of course, this is a natural human response, but it does create a massive impact on your revenue. 

The minor details can make a significant difference for your customers. You could start with tailored recommendations, greeting them on their birthdays, and addressing them by name when they’re talking to you. 

Agent Experience on Greater Focus

Agent Experience (AX) is the holistic outlook of how empowered, efficient, and influential a company’s customer service agents are. As is the case with almost any department in a business, prioritizing your team and staying in touch with your employee morale is the only authentic way to ensure positive customer reactions. 

You can do this by adequately equipping your agents with the right tools, enhanced training, make customer data more accessible, give specific and relevant feedback, and clear process documentation and flexible guidelines that allow agents to prioritize customer outcomes over their KPIs. 

Positive online engagement  

Brands are so obsessed with acquisition, clicks, and conversions that it can be easy for them to neglect the importance of the moments in between. Engaging customers between and beyond purchases will strengthen their emotional connection with your brand. Stronger ties between your customer and your brand will help you retain your hard-won customers.  

By positively communicating with your current customers online will make it much more likely for them to go out of their way to help boost your business socially.

Ability to trust your brand  

Trust is an issue with customers. While it is easy to set up your web page and social pages, it does not guarantee to build and maintaining trust. Customer trust is necessary for an environment where customer expectations increase daily and competition is intense. Customer trust is a brand differentiator that could make or break a business. 

Safety, convenience, and flexibility 

Safety, convenience, and flexibility are known as the new trifecta customer experience. After the pandemic, customers will prioritize their convenience, ease of transaction, and flexibility in options. No matter how great this need can be, the bottom line is that consumers demand it, and if your business isn’t convenient enough for them, they will look for one that is — presumably your competitors.

Understand ALL the Their (customer) Needs

Today, it’s no longer enough to “connect the stars” between your customer needs and your brand’s offering. By knowing and understanding what your customer needs is at the very core of every successful business, whether you’re directly selling to individuals or other companies. Once you have this knowledge, you can persuade potential and existing customers that purchasing from you is in their best interests.

Understanding your customers is the key to giving your customers good service, which further results in stronger customer relations and new sales through positive word-of-mouth recommendations.

Craft Compelling Solutions

Solution selling will be a great selling point for businesses this 2021. Customers demand and expect your business to have the essential selling skill of defining and proposing a valuable and practical solution. 

Always remember, your customer’s problem is always more important than your solution, and giving a solution to their problem should be your greatest priority.

Key Takeaway

Your customers are the bread and butter of your business. Knowing the things that matter most to them can set your business apart from your competitors. 

However, the key takeaway is catching up to these needs. To catch up to your customers’ needs, you need tools to gather, keep, and access data, keep business processes simple and make work easier for your employees. Saphyte can help you build these things. 

Saphyte is a UAE homegrown business operating out of Dubai. It is currently helping hundreds of companies drive digital transformation through local support, zero implementation fees, competitive subscription models, and an advanced CRM ecosystem technology.

Feel like talking about this opportunity more? Book a demo with us today, and our digital ecosystem experts will be right there with you.

The second half of 2021 is well underway and Saphyte is on the roll. July has been interesting and perspective-changing, so far. With plenty of campaigns and educational news, stories, and tips. Did you happen to miss the memo? Don’t worry, Saphyte is here to fill you in with the latest news. 

Here’s what transpired this month.

Seeing Saphyte as more than just a CRM

Did you know that there’s more to a CRM than just customer relationship management? This month we redefined Saphyte from the stereotypical and ordinary CRM. Saphyte’s campaign aims to change the way we view the ordinary to achieve the extraordinary. Changing always starts with the small things from how we view calendars, emails, tickets, and CRMs. Seeing that there is more to these things can eventually change how we work – and how we work defines the effectiveness of our own businesses. Don’t you agree?.

Interesting Reads not to Miss

The latest news, stories, and tips from Saphyte that you ought not to miss.

Avoiding the WRATH of poor customer experiences 

Every business knows that the most crucial aspect of their enterprise is their customers. With the abundance of availability of similar products in the market these days, it’s not an easy feat to stand out – even though it’s not your first rodeo. That is why businesses offer customer service on top of their initial offerings to thrive and be on the customer’s good side. But, how can you eventually avoid the wrath of poor customer service? Saphyte has some interesting tricks. Read more

Combatting daily sales challenges – Yay or Nay

Sales leadership is perhaps one of the most challenging roles inside a business institution – and no one is exempted. Even the most veteran and top-performing sales leaders face obstacles in their selling journey and building buyer relationships. How you respond to these challenges sets you apart – here’s how you can get ahead

Prevent buyer’s remorse – Learn How

One of the major sources of buyer’s remorse is when customer expectations are not managed well. We all dread not to see that day come to fruition, don’t we? Here’s how to avoid your customers falling into the same trap. Read more. 

Hear (or read) the latest review from our customers

“Some problems such as the absence of centralized storage of data, difficulty in organizing thousands of contracts, missed follow-ups of leads and deals, data not being updated in real-time and double work because of duplicate information, can be permanently handled by Saphyte CRM.”

Alya Kahwaji, Chief Marketing Officer

Rattan House Furniture

More to Arrive

We still have more surprises and more features to release in the coming weeks. So stay tuned as Saphyte brings you more perspective-changing features that can redefine how you work as a business. Keep your eyes peeled for more!

Creating a killer product or building a great company ethic just won’t do. Nowadays, acquiring new customers can take a lot of time, effort, and money. Nevertheless, despite the fact that customer acquisition is expensive, customer retention is as important as customer acquisition.

According to research by Bain & Company, customer retention rates increases profits by 25-95%. That is why it is important to pay attention to your current customers today. Keeping your current customer base to repeat business with you is of utmost importance.  

However, before delving into the topic of customer retention strategies, you have to understand the topic in a simpler sense.

What’s the difference between customer retention and customer acquisition?

Customer acquisition and customer retention are two different aspects, yet holds the same importance for small businesses and even enterprises.

To put simply put things, customer acquisition refers to attracting and gaining a potential customer. Most companies consider the cost of customer acquisition as an important benchmark in evaluating how much value their customers bring to their businesses.

Customer acquisition requires attracting, converting, and closing deals with potential clients. Much of the acquisition process involves plenty of marketing initiatives like commercials, online ads.

Whilst, customer retention refers to the numbers of customers that companies are able to hold on to and the number of times they’ve done repeat purchases with your business. In order to retain customers, businesses must come up with an impeccable customer service and a killer product concept.

You may provide quality products and services, come up with incentive and customers loyalty programs or any strategy you may feel that might lead existing customers into loyal customers.  

Why is Customer Retention So Important?

As established in the opening of this article, customer acquisition is very expensive. It might cost up to 5 times more to acquire a new customer than it does to retain an existing customer. There’s also a link between customer retention rates and profit margins.

In a recent statistic, you are more likely to sell more to an existing customer (at least 40%) than converting someone who has never transacted with you before.

Also, at least 31 percent of your existing customer are more likely to spend more than your new leads. 50% of your loyal customers are more likely to try your new products rather than your new leads.

Having said that, it is essential to come up with a customer retention strategy for your business. Pronto. With that, try getting some help with a customer relationship management (CRM) software.

How do CRM solutions help in customer retention?

A CRM platform helps businesses find customers or prospects and then engaging with them. CRM systems are also built to help your business in identifying loyal customers and make customers feel like they matter the most to you.

A CRM software can also help you resolve issues quickly and treat your customers fairly. Remember that your customers will judge you base on how you handle their complaints and issues.

With a CRM, you will gain an ability to handle your customers and your business as a whole. You can have access to customer information, and use that information for the benefit of your business and your customers.

So, how to use CRM for customer retention? Here are some useful customer retention tips with the help of CRM.

Build up a full view of your “customer journey” map

The journey of your customers requires a single step. This is where you and your business should gather information. The plenty information you have, the better.

This will help your sales team keep tabs on the impacts of your marketing strategy, concerning consumer interaction. You also need to track the needs and demands of your potential customers. Having raw data is not enough to communicate with your customers.

Having a CRM not only allows you to gather crucial customer information but also jot down focal points of customer’s experience. This involves initial contact (brand awareness), process of engagement (urging your customer to purchase) and long-term relationship (post purchase involvement).

Customer relationship management tools can give you helpful insights into the touch points of your consumer interaction and post-purchase engagements, in collation with data provided by the journey map. 

Hence, allowing you to asses the strengths and weaknesses of your marketing strategy and also gives you the chance to refine them the next time you re-engage with your customer.

Target your customers with tailor-made offers

Every customer has a purchase behavior or consumption pattern. You can use this to your advantage by extracting the point of interaction and create programs that encourages further loyalty.

A CRM software has the ability to gather information on your customer’s consumption and purchase history. With this information, you and your team can design offers that are appealing to your individual customers. Furthermore, this will add relevancy, which in turn keeps your brand recognition at high value.

Identifying ways to convert customer interest into an actual purchase is the main focus of your campaigns. This can be achieved you provide discounts and offers that adds value to the whole customer experience.

Furthermore, this helps you create a proactive customer relationship, where repeat purchases are more likely to happen due to smart target centric offerings. The more target-centric your offers are then the more likely for your value to go up.

Create irresistible Loyalty Programs

Every business has its own fair share of loyal customers. If a customer has had great experience with a certain business, it urges them to repeat purchase on a frequent basis.

The information you’ve gathered using a CRM can bring out the various levels of engagement you’ve made with your customers Thus, revealing which accounts are in charge of the most revenue.

This information helps you create loyalty programs for your valued customers. Loyalty programs create proactive relationship with your profitable customers. Thus, creating an outstanding experience for them. The more striking your loyalty programs are the more likely you’ll get referrals from these loyal customers.

You can gather your loyal customers and put them into a consolidated list through CRM software. After which, you can start to follow up through email marketing campaigns by letting them know about the rewards and incentives. By doing so, you are encouraging your customers to continue to stay as your most profitable customers.

Personalize your interactions

A relationship is established if there’s a mutual ground between people. A CRM software can help you see your customer beyond the habits of revenue.

The effects of personalization can create a great impact to not only purchase but also with your post-purchase relationship between you and your customer. That is why it is essential to reach out to your customers on a frequent basis, to increase the value of your customer service.

Personalization, user preferences and other relevant information found in a CRM software can help you deliver a high impact ROI, help you extend your outreach, and cover a new target-base interaction.

The moment your customers have an optimized experience with your business, your satisfied customers will most likely refer your services on various social media platforms. This will lead to increasing the point of interest which you have never tapped before.

In order to further personalize your interactions with your customers, add their birthdates, names and other things that might interest them into the system. Arming yourself with this information allows you to adjust your follow-up strategies accordingly.

Assess your performance

Feedbacks are essential for growth, and conceiving and executing a successful sales and marketing campaign. You have to be aware of the success rate and especially of your shortcomings of your sales strategy to proceed in making it more effective and efficient.

There’s no other way to obtain honest feedback than from your customers themselves. Having access to this type of information allows you to re-align or re-adjust your strategies while maintaining your business goals.

You can use a CRM to send out surveys to your customers and wait for the results. Or you can easily have access to insights through the dashboard where you can have access to insights and graphs.

Choose a CRM that grows with you. Choose Saphyte.

Retaining customers is tough. However, a journey to a greater business begins with a single step.  

Saphyte is an online CRM software that helps small to medium-sized businesses in streamlining their corporate activities and integrate them into a single platform. The software is built with sales and marketing tools designed to improve any business’s sales process.

Saphyte CRM allows its users to manage data, conduct marketing tactics and strategies, and identify opportunities that can benefit businesses for the long haul.

Saphyte is also built for flexibility and scalability. The software can support almost every sector because of its customization features. Users of the platform can customize the system according to their processes, so it will easily adapt to your business process.

On top of that, Saphyte is built with the end-user in mind. Users can easily navigate through the software; it’ll feel like you’re scrolling through your social media accounts and pages. Plus, the software is built for scalability. As your business scales up, Saphyte will also grow and accommodate your growing database and processing needs.

To top it all up, Saphyte comes with pay-as-you-go budget friendly monthly fees. No extra fees. No hidden charges. No installation or set-up fees.

Inclusive of a free demo and training. 24/7 customer service with exceptional customer service representatives for every subscription plan.

When it comes to customer retention, choose a reliable CRM partner for your business. Choose the one that adapts to your processes and grows with your business. With that, choose Saphyte.

Contact us now to book a free demo.

“The customer is always right” is an old adage and it has stood the test of time for a reason. Customers dictate the success of a business. If customers like something from your business– your product, service, or the experience you provide– they will continue patronizing your business. Each continued patronage will help funnel in money from your customers through sales. This money will be used to pay for your expenses– operations, bills, employees, taxes– and whatever is left will be your profit.

Without a satisfied customer base, your sales may stagnate. Worse, nothing will ever come– resulting in your business’s bankruptcy. This is the reason why improving your customers’ experience should be put at the highest pedestal and should be considered from time to time when making major business decisions as they dictate the success of your business.

Getting More Sales Through The Customers’ Lens

Businesses have been asking one question throughout ages: how do we get more sales? Well, there are a lot of answers available online – articles with tons of answers listed in bullet points. But according to research, there is at least one sure way to boost your sales. And that is to improve your customer service.

The formula is simple: improved customer service = better customer experience. And better customer experience motivates customers to buy more from you, promote your business to others, and remain patronizing your business in the long run. All of these, when factored in, promote a conducive environment for your business to stimulate sales. And this is marketing done right.

Companies have to use a people-first approach to survive and marketing technologies have to serve the “human experience.” A lot of companies, especially with their branding teams, spend more than 16% of their budget to upgrade their technology. However, around half of these companies believe that they still do not have the tools they need to out-compete the others.

It was also further added that most of these technologies for upgrades purchased by these companies do not give satisfaction, they do not help companies reach their targeted outcomes. This is becoming more important as the modern-day customers are tech-savvy. But more than that, they also demand value, accountability, transparency, authenticity, and more importantly, personalization.

Technology has arguably caused disruption to millions of people’s lives, the way they interact and go about in society. But technology has to offer an experience that consumers long for, or else it will end up forgotten, as with the millions of technologies made that offer no unforgettable experience.

What’s With the Customer Experience Trend?

1. Keep customers happy

There is no doubt that new consumers are necessary for a healthy company. However, what is as important is retaining and keeping the existing consumers happy as well. Corporations are seeing their foundations as an important built-in stream of revenue and they are looking for ways to secure them and make them lifetime partners.

This perception changes how sales and marketing work within the corporation. Now, instead of just focusing on how to get as many customers as possible, sales and marketing teams need to create ways to please the existing customers as well. This creates a more solid foundation, which in turn allows the happy existing customers to bring in new customers with them as well. Understand that this is still in line with the philosophy the people-first approach espouses, and that is making your customers happy.

2. Focus on leads with the highest potential to convert

Leads are difficult to handle. They burn resources, take up the time of the marketing, and often end up annoying the individual they were trying to reach in the first place. While valuable to the sales team, it has been proven that it is not really the most effective approach. Therefore, the solution is to shift to understanding the best account opportunities.

Rather than creating leads, the effort can instead be shifted to developing more personalized ways to reach integral stakeholders within target accounts. Modern data tools can now be utilized to gauge account interest and predictive analytics can identify the best accounts. CRM systems are available to help you organize and interpret data so you can focus on the leads with the highest potential to convert.

3. Brand effort drives sales too

As the emphasis is being placed on driving growth within specific accounts and existing customers, a crucial effort should be allocated to assure key decision-makers know your brand. Demand gets much easier and more effective when prospects understand your brand. For example, take a look at your search marketing program effort and performance. Typically, branded keywords convert much higher than general keyword topics.

Your marketing strategies online have to be well thought of. The technologies that you deploy should be used for customer-centered use cases and they should address the human experience. This is because modern-day customers are different. They know more about technology and they now demand value, accountability, transparency, authenticity, and above all, personalization.

To separate yourself from the competition, your business should be able to offer an experience that consumers long for or else it will end up forgotten. It should be sensitive to trends so your strategies can drive your business growth and help it survive in a turbulent business environment.

Improving Customer Experience Using CRM

The aim of the CRM software is to speed up the process of converting sales leads to prospects to paying customers. This is the general CRM strategy. 

Prospects are leads that expressed an interest over your product or service. Once you are able to win them over, which leads to their first purchase, they become your customers. The software is not just concerned with how quickly all of these should happen– it also increases the success of your sales conversion through the data the software gathered from your interactions with the customer

But this is not just about prospects right? Here, we have focused on making sure that your established (and current) customers are happy so that they continue to do business with you.

So how can CRM help you improve the customer experience that you are offering to everyone?

1. Ticket and Request System

Your CRM system can provide a working ticket and request system where your customers can send you a ticket for problems they have encountered while being engaged with you. This system allows you to completely monitor and track the progress of each ticket, leaving no customer unresponded to.

When a customer’s problems are being addressed right away, it leaves a good impression on the company. This gives goodwill and encourages existing customers to continue doing business with you.

2. Automated E-Mail

Customers love it when businesses continue to engage with them–especially when businesses reward their purchases with discounts or freebies! CRM systems can track your customers’ behavior online and automatically send e-mails based on the set triggers. For example, if your customer made a purchase on your website, your CRM can automatically send a “thank you” email to the said customer. This enhances the interaction and improves the personalization of the interaction– boosting customer loyalty and encouraging repeat purchases in the future.

Conclusion

Make sure your CRM system is advanced enough to do these things. There are a lot of things that you can do with your CRM to improve your customers’ experience. Ask your CRM provider how.