How to improve your Customer Relationship Management (CRM)

By Teboho Fumbeza

Maintaining customer relations is vital since your clients are more likely to return after receiving quality service from your business. Your clients are also more likely to refer your services to other people simply due to the good relationship established and maintained with your business.

Customer Relationship Management is a strategy that companies use to manage interactions with customers and potential customers.

CRM helps you formulate lasting relationships with your customers so that you can improve positive customer engagement, handling customer queries and driving more sales to your business. Employing an effective customer relationship management strategy also has to include how you intend to have future interactions with the same business or similar businesses.

It is essential that your CRM can be supported by technology. There are numerous online systems that will help you effectively engage better with clients, and we have put together a list of the top 5 for small businesses:

  1. Salesforce
  3. Freshdesk
  4. Freshworks CRM
  5. Less Annoying CRM

Beyond using Customer Service Management online tools, there are a couple of things you can do to improve your customer relations in your business. Sit back and take notes, this might be useful for you!

  1. Train your team on how to communicate with your clients and manage any queries professionally

When your team liases with clients it’s important for them to know what to say to the client, how to say it, when they should say it and why. Every client is unique and so are their expectations.

A friendly face, positive tone, willingness to accept accountability and fix a problem if necessary could be the difference between losing clients or gaining clients.

2. Have a feedback mechanism between  your client and your business

There is no more honest service rating feedback than that of your clients. This is why trucks have a “rate my driving” sign at the back.

These days it is easy to implement a survey where your clients can rate your services, or they can simply use your Facebook review system on your page, leave a Google review or a review on platforms like Hellopeter. These reviews have the potential to generate more customers – or drive potential customers away. Strive to provide top-notch service!

3. Communicate with your clients as human beings, without the sale in mind

Your clients are not machines or algorithms, they’re people. This is a worthwhile philosophy to adopt in business; give your clients more in value that what they pay for.

Acknowledge your clients and the support they are offering your business.

Customer Relationship Management isn’t just a strategy – it’s a business culture!

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