Collaborative CRM

Friday, September 21, 2018
Christopher Sirk
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As you well know, keeping customers satisfied is all about communication. Collaborative CRM tools offer an improved customer experience with streamlined communication across all channels.

They also streamline communication throughout your business, from team members to external stakeholders like suppliers and distributors. Tracking and sharing customer data is very useful for keeping a seamless multi-channel customer experience humming along while you run your day-to-day operations.

Collaborative tools let you pass along lead information to team members so you can have consistent, knowledgeable customer service interactions. When you can track and share customer data, everyone is on the same page. Automation nurtures sales and brings everything together into a neat little package.

Integration of applications reduces logistical headaches and makes work cleaner and nicer. By sharing information and linking your activities across social media, instant messaging, email, and more or less everything else under the sun, you gain in productivity and lose in moments when your device totally crashes from having 100+ apps running. The need for face-to-face meetings is reduced as well, and mistakes and redundancies are stamped out.

All this is increasingly important in the competitive, relationship-centric economy we find ourselves living and working in. As you already know, the way to differentiate yourself from competitors with similar products is to be better at knowing your customers and meeting their individual needs and expectations. But as said needs and expectations get more and more niche, you are going to be very happy to have an integrated, collaborative platform that handles a big chunk of the social arithmetic for you.

Some customers prefer contact via email, others like social media or even the good old fashioned telephone. It can be hard to keep track of who uses what. Collaborative tools let you reach out through the best communication platform automatically.

Then there’s a spicy little thing called channel management, which works to drive productivity by keeping track of campaigns, partners, and orders and driving them towards the same goal. Channel management can boost your overall business productivity by defining an area of your business and then setting up customer interactions and supply chain to make it better and better.

At the same time, another (perhaps slightly less spicy) thing called interaction management can help improve relationships with customers and team members alike. Interaction management tools let you track and improve team member performance, delegate tasks and mitigate any conflicts that arise. It also helps make your team more amenable, or at least noticeably less grumbly, when it comes to change by making it more seamless.

Put simply, you get an effortless customer satisfaction boost, preserving precious elbow grease for truly human work. Your business gets a tool that puts everything customer-facing onto a single platform, keeping team members aware of what one another is up to. Sorry to end on a cliche, but collaborative CRMs really do offer the chance to make a team more than the sum of its parts.

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