How can eCRM Enhance Customer Retention?

With today’s mounting competition and steep variations in technological advancements, it is a visible fact that, to retain a customer is much more needed and effective. Of course, new customers are always welcome but getting repeat business from existing customers, maintaining customer loyalty and enhancing business profits is a challenging task, which can be accomplished by implementing an eCRM solution in the organization. The reason why maintaining customer relationships is a challenge is the various areas that need to be addressed while doing so, e.g. thorough measurements of a customer’s journey with us, statistics displaying customer reactions, pain areas, positive feedbacks and much more. That is where an ideal comprehensive Electronic Customer Relationship Management solution pitches in and helps you perform customer feedback at the best.

eCRM has turned out to be a boon for enterprises to take full benefit and actually traverse a customer’s history with you and the ins and outs therein. It is an excellent technological move to retain and increase business and focus on key customer requirements. In B2B and B2C companies, where total operation is internet based, attracting more customers and retaining existing ones is very essential. Developing future term, secure and trust worthy relationships is vital and can be achieved easily with eCRM implementation.

Key eCRM Factors that Can Augment Customer Relationship

Customer Data Management

The major factor that supports customer relationship management and the entire fundamental design of eCRM is maintenance and management of the customer database and data warehousing. Better the data warehouse, faster and more efficient is the information retrieval and hence swifter decision making leading to customer satisfaction

and loyalty. To supplement to the advantage, comes high level data analysis and reports which are sure to add up fulfil customer requirements and needs.

Customer Driven Approach

A complete and focussed customer driven approach would mean a lot for any organization’s success story as far as customer loyalty goes. Owing to completion, there are numerous options available for any particular need. Then, why would any enterprise come driven to you time and again? The underlying answer lies in your approach. If there is a large amount of customer centric thought process, that would always show up in your solution and implementation schedules and processes, which is why, any client would be attracted to repeat the solution provider for yet another solution and treat you as a solution partner rather than just a single time provider.

Networking Setup

Communication says it all. Be it real time communication between networks and devices or communication between customers and the eCRM system, whatsoever it may be, it forms the crux of the entire implementation. To ensure a smooth communication, networking infrastructure is primarily important and responsible. Better the communication network and integration, smoother is the customer dealing and hence larger is the quotient of customer satisfaction and retention.

Training of Employees

For any system to be successfully implemented, the underlying fact lies in training and educating the end users to their best. If the employees to well versed with the eCRM operations and modules, it becomes very simple for them to accept the system. After all, they are the real customers of an eCRM system and if they are efficient and happy, the top management is bound to yield positive results and give due credit to the eCRM solution. This directly leads to a repeat success story with the existing service provider.

Knowing the Customer Better

If we are known to customer’s interest areas, involvement, behaviour, likes, dislikes; it becomes easier to incorporate those features in the system to be implemented and thereby create a much better output in terms of productivity and proficiency. A futuristic view of how the customer would react and how to better the relationship can be worked out much professionally in case of knowing the customer with an insight.

These are just few of the factors that, if incorporated in an eCRM system, can surely give out wonderful results in retaining the customer and getting repeat business with utmost satisfaction and happiness.

SPEC INDIA’s eCRM / SFA solution – “Renaissance”, encompasses the enterprise workflow for a diversity of audiences like sales teams, service and maintenance teams, dealers and distribution channels. Inclusive of dealers, it also possesses 3rd party legacy system integration.

Visit www.ecrmsolutions.co and request a FREE DEMO to know more about this product.