8 Exemplary Examples of Customer Relationship Management (CRM)

Are you looking for a reliable way to increase your business's performance? You would answer yes.

All you need to do to make your customers feel connected to your business is give them a reason to.

74% of CRM-using businesses report that better customer relationships are a powerful marketing tool.

Relationships are the most valuable asset for any business. Money cannot buy them. Perhaps you believe customer relationships are what drive your business. That's true!

Customer experience is the foundation of good customer relationships. Building solid relationships with customers and demonstrating excellent customer service management skills will help you grow your business, retain customers, and gain new customers.

These top examples of customer relationship management show how brands invest time in building good customer relationships.

What is Customer Relationship Management?

Customer relationship management is the art of managing customers and potential customers. It's about understanding your customers and potential clients and maintaining good relationships with them. It's about understanding client expectations and how to meet or exceed their expectations.

Customer relationship models aim to improve customer-business relationships. They drive new trends, provide profits for future investments and operations, and help to create new opportunities.

The customer relationship management model can further be classified into the following stages.

Awareness - This is the first point where prospects attempt to learn more about your brand.
Discovery - This is where you identify and learn the needs of prospects and then share the information that will help them fulfill those requirements.
Evaluation - Prospects will compare and assess your products/services against your competitors.
Intent - Your prospect has decided to buy from you after being convinced.
Purchase - Once you have paid the money, the deal is complete, and your prospect becomes your customer.
Loyalty – Follow up with customers after purchasing your product to ensure customer success and request referrals.

How does Customer Relationship Management (CRM), Foundation Matter?

All businesses are based on their customers. Therefore, it is essential to create good customer interaction examples and strengthen relationships with customers. Maintaining a solid customer relationship with your customers, no matter what the occasion, will ensure your business's success.

Online event companies, trade events, or any other type of event, it is imperative that businesses have a strong customer relationship to maintain good performance. Your business will establish better customer relationships by implementing CRM and marketing.

Let's discuss the critical elements of good customer relations management

Good customer experience results in CRM - CRM is about building relationships with customers to ensure positive experiences with your brand.
Customer retention rates increase - Positive experiences are crucial to customer retention. As a result, customers are loyal to your brand and become brand advocates.
Customer satisfaction at a high level - If you exceed customer expectations and provide exceptional customer service, it increases customer satisfaction. As a result, they are more likely to return to your company again.

Let's now see which businesses have employed innovative marketing strategies and customer relationship management models.

8 Examples of innovative marketing & customer relationship management (CRM).

To improve customer relations, you must pay attention to every interaction customers have with your brand. These are the top customer relationship management examples.

1. Live assistance is available to increase customer engagement

Aberdeen Group found that visual engagement tools resulted in an 83% increase in annual revenue year-over-year and a 2.7x higher annual improvement (decrease in customer effort score) than businesses that used them.

Live assistance has been gaining popularity as a communication channel for banks because it facilitates interaction. It can help simplify the customer journey context and increase customer satisfaction.

Customers can engage with their bank representatives via video chat or co-browsing instead of waiting for them to visit. In addition, live chat platforms provide face-to-face video chat support that ensures customers' security when managing their finances remotely via direct conversation.

Online customer support is greatly improved by co-browsing. Agents can communicate with customers via their browsers and direct them to the correct page or fill out forms.

Virtual banking with live assistance is a great option

Agents can deliver personalized banking experiences by combining video chat with co-browsing.
Agents can serve customers the first time, reducing the need for additional contacts.
Banking support can be improved by using live collaboration tools to increase customer satisfaction and trust.

Take-aways

Live support is available for customers who require it. You can engage them by video chat or co-browsing.

You should identify the customer journey and offer live assistance for better customer service.

2. Create an omnichannel presence

The number of communication channels available has increased exponentially as technology advances. Many customer services and marketing channels are available to businesses today. They can communicate with customers via offline or online methods.

A business can have more communication channels which is beneficial as it allows them to communicate with customers and provide services. Omnichannel support will enable you to integrate instant messaging, text, and social to provide a consistent brand experience. In addition, customers can switch between different channels while still receiving the same service.

Oasis is a leading brand in women's clothing and focuses on providing the best omnichannel experience for its customers.

To provide a better customer experience, it focused on three areas.

We identified the top channels that customers prefer to touchpoint with us
We developed a strategy to support and engage them at all touchpoints
Consistent customer experience throughout the entire customer journey

It noticed that social media platforms were the most popular for touchpoints, so it decided to do something new to impress its Instagram followers.

It also created a gallery of user-generated Instagram content that encouraged customers to wear the clothes they bought at Oasis.

Takeaways:

You can be there for your customers 24/7 by knowing their preferred channels.
Deliver consistent support across multiple channels to improve customer relations.

3. Automate customer service

Customers will decline if they don't get a response quickly. This puts you at risk of being replaced by your competitors. A faster response is what makes customers happy and satisfied.

Ubisend Study finds that 21% of consumers think chatbots make getting in touch with a business easier.

The best chatbots will automate customer support, improving customer satisfaction, response times, engagement, as well as your customers' interests. It is crucial to retain your existing relationships and prospects with real-time service.

Chatbots can also be used to assist businesses.

Customers can direct them to genuine answers, which reduces the number of support tickets.
Make sure your bot is fed with the most common FAQs, and then train it with the relevant answers to ensure that it can continue to serve customers.

Here are some takeaways:

Chatbots can be placed on websites to initiate chat, collect basic information about customers and visitors, and engage them.
Customers can be reached 24x7 even if the support team is unavailable. This reduces support requests and increases customer satisfaction.

4. Continuous marketing engagement

Customers that are not engaged with your business are likely to leave. This problem can be avoided by keeping customers happy and committed after-sales. Loyal customers are more profitable than new customers.

What are the steps?

Maintaining a stable relationship with customers can be difficult.

The rule of thumb is that the more customers engage, the happier they will be. In addition, properly engaged customers are more likely to recommend and purchase more. Therefore, your customer engagement strategies will positively impact your KPIs.

These are some ways to increase continuous marketing engagement.

As a token of gratitude, send a thank-you email. It will make a positive impression and show appreciation. Connecting with people is the foundation of building customer relationships.

To gauge customer satisfaction with your products or services, ask for reviews. Customers can leave reviews, and you can offer discounts or other specials, such as free shipping.

Post-purchase emails can be used to cross-sell and upsell products. Inform your customers about your new products, and offer product recommendations based upon their previous purchases.

The best customer loyalty program idea is the reward system. Customers can engage with you after making a purchase.

Referring to friends and family is an excellent way to market. Referring to a friend or family member is a great way to get people to buy. After the sale has closed, it is good to ask for a referral.

Sephora's Beauty Insider Rewards program is very popular worldwide.

The program records more than 17 million loyal members, and members account for as much as 80% of Sephora's annual sales.
Based on traditional points systems, customers earn rewards for every purchase.
The best thing about the rewards program is that members have complete control over how they use them.

Takeaways:

After the sale, you are expected to keep customers engaged. It shouldn't be a part of the customer experience.
Engaging customers post-sales makes them feel valued, which increases customer retention.

5. Use social media for customer service

Social media is a crucial touchpoint for structuring customer relations. Customers can share their experiences and positive reviews on social media and get an immediate response.

According to Gartner, churn can increase by 15% of businesses fail to respond to social media messages.

Social media channels such as Instagram, Facebook, and LinkedIn are not only for business promotion. You can use them to connect with customers. Nearly 78% of customers desire brands to connect with people through social media.

Businesses can build strong customer relationships through social media to increase their relationships with customers and make them feel more connected to you.

Your customers should feel satisfied after having a positive interaction with you. This helps to build strong relationships with your customers via social media. Nike, for example, engages customers to make sure they feel that they can help with their problems even if customers can solve them.

Takeaways:

Respond faster to customer reviews and posts on social media and build customer trust.
Personalize your conversations with customers when you speak directly to them.
To set good customer relations management examples, offer rewards to customers through contests and campaigns.

6. Increase your conversion rates

Your greatest asset is your customers. They are the ones who will testify to the quality of your products or services. Your customers will become your marketing agents if you are honest about customer service.

How effective is it to have customers as marketers?

Customers who are happy with the service they receive will recommend it to others. Your customers will spread the word about your brand's success stories by spreading positive word-of-mouth.

Referrals convert 3 to 5 times faster than other marketing strategies. As a result, referred customers are more loyal than other marketing methods and have higher lifetime value.

Casper Mattress company made an irresistible deal. The company offered to send a mattress to your home, and you could then decide whether or not to return it. This fantastic offer, along with fast online ordering and delivery to your home, was not to be missed.

A lengthy trial period was a great way to eliminate your biggest fears about purchasing a high-end mattress. The mattress was tested for comfort and durability by customers.
Customers could have the mattress delivered to their homes to show it off to friends. Casper also circulated detailed advertisements and reviews via social media.

Takeaway:

Your customer service strategies should be your primary focus. Customers who are happy with their business will continue to do so and spread the word about your business via positive word-of-mouth.

7. Customer satisfaction can be increased

Forrester's research shows that customer service expectations are tied to three factors: success in solving problems, ease of solving problems, and emotions during the process.

Your customers' experience begins at the moment they visit your website. It continues until they become your customer.

It is essential to keep your customers' expectations top of mind and go the extra mile for them. This will increase their satisfaction and create excellent customer delight examples.

Customer experience and feedback should be critical in determining whether your business can make crucial decisions. Customers should feel empowered to give feedback.

After their stay with Airbnb, customers can complete surveys to get their opinions. They have the option to choose to share their feedback or not. Airbnb's referral program has helped increase bookings by 25%.

Takeaway:

To make your customers happy, you should learn from them and then try to provide a positive experience. Positive experiences boost customer satisfaction.

8. Create a strong brand image

Each business makes every effort to build a strong brand image that will help fuel business-customer relationships. A strong brand image can increase customer trust and help with customer retention.

A successful branding campaign can lead to customer loyalty, improved image, and a more relatable brand.

Brand communication can help to strengthen your brand image through word-of-mouth marketing.

Colgate is one example of a well-known brand. Colgate has earned a reputation as the best toothpaste for maintaining dental health. Customers choose Colgate because they feel strongly connected to it.

Takeaway:

The importance of your brand image is paramount. Your customers trust you.

Last Thoughts

Every section of a business must have customer relationship management. This does not only apply to customer support, but it also applies to the entire customer journey.

Businesses need to build long-lasting relationships with customers. This will help your brand stand out and give customers reasons for emotional connection. A strong customer relationship foundation is essential for any business.

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