5 Reasons Why A Custom CRM Platform Improves Users Experiencein Development
In today’s world, customers are the ones that make or break a business. As they have evolved and became more impatient, companies need to keep up with their needs, latest trends, and technologies. The price of your products or services is no longer the reason why visitors engage with you, nowadays is all about the user experience (UX). To become a strong competitor, you should anticipate people’s needs and go beyond their expectations. This is the reason why a custom CRM platform will make you a powerful player on the market, a successful, and trusted brand among internet users.
In this article, we are going to talk about the importance of a custom customer relationship management (CRM) system and its role in improving the user’s journey and customer experience.
What Is a Custom CRM Platform?
Customer relationship management is software that allows the management of your company’s relationships with customers and interactions with your potential customers. The purpose of a CRM is to improve business relationships that lead to the growth of your business. A CRM software is used to connect to customers, organize and define workflows, improve profitability, and employee productivity.
A custom CRM is developed to perfectly fit your business needs, workflow, and internal processes. A customized tool that allows you to manage in your own unique way customer interaction and customer relationship, helps all your company’s departments to communicate, track results, create and generate reports. A customer relationship management tool can be used to manage customer relationships during their entire customer lifecycle, create personalized marketing campaigns, monitor sales productivity, and provide outstanding customer service.
Besides its multiple benefits in managing the relationships with your customers, a custom CRM solution is benefiting your teams as well in terms of finding new buyers, providing support, facilitating the communication and tracking process across different departments.
What Is User Experience?
User experience (UX) represents the holistic perception of customer’s experience with your business, company, or brand. This 360-degree perception is the result of every interaction a user had with your business, from clicking and navigating your website, to talking to your customer service and receiving the products/services they purchased from you. Every move you make impacts your customer’s perception and their decision to keep buying from you or not. Therefore, a great customer experience is key to a successful business.
To be able to offer an amazing user experience, you first must know what they want and need, and second, you need to deliver custom and personalized experiences. The more unique they are, the more likely they to gain more customers and increase customer loyalty. As we live in a digital world where people like to share their experiences with others, positive reviews of your business will automatically make people more curious and eager to buy from you while increasing customer satisfaction. You can read here some interesting and helpful user experience statistics and trends and change your mind in case this factor is not a priority for you at this moment.
Why Should You Care About User Experience?
To satisfy the interactions with customers, gain new ones, and keep the existing customers, you have to provide them with exactly what they want. The most desirable way to do this is to offer them a positive experience with your brand, products, and services. If a user enjoys the experience, then it’s most likely to continue buying from you. This will increase customer retention and customer loyalty. The happy user will share the positive impression with others, which will result in new leads. Based on recent studies, 64% of customers give more importance to their experience with a brand, than a product’s price when deciding to make a purchase.
75 % of business owners, customer management executives and leaders, say that customer experience is of the highest importance in their organization. They know that to keep running a successful company and to ensure business growth, they must focus on creating a flawless user experience. Customer care should become a priority for you as well in order to increase sales opportunities, be ahead of your competitors, and boost customer engagement.
What we recommend is to keep in mind that customers can help a business rise quickly, but they can also make it crumble.
What Does a Custom CRM Have To Offer?
What we strongly recommend to business owners is to understand that opting for a cheaper tool or development is not the best idea. It might seem like a great choice in the beginning, but thinking long term, it might cost you more money than if you would have chosen to go for a customized option from the start.
We wrote an article where we explore more in-depth the differences between a custom CRM and an already built one. You can read it here. In this section, we are going to keep it short, show you the advantages of custom development, and its impact on your team and your business.
Let’s start by proving to you why you should consider implementing software that is built only to fit your needs:
- Upfront costs – while off-the-shelf CRMs do not disclose costs such as licensing fees, the rights to use the software, and user per month memberships fee, custom CRM costs will be established based on your needs, goals, and features, with no hidden payments.
- Full customization – having your own system, gives you the ability to choose only the features you really want and need. With an already built system, you get all the features available and you will pay for them even if you use them or not.
- Flexibility – you will be capable of including additional features and create the platform exactly how you want. Furthermore, as your business grows, your CRM grows with you, while off-the-shelf tools are rigid and difficult or almost impossible to modify.
- Compatibility – if you already use other platforms and programs, with a custom solution you won’t have interoperability issues. This means you don’t have to change any business processes or business operations.
- Steady workflows – the CRM is built to fit your organization’s processes and not the other way around. More than that, the collaboration between different departments becomes easier.
We consider a custom CRM to be among the important business decisions that can make or break the success of a company. As users become more demanding, businesses must keep up with the diverse and powerful demand. Happy customers mean higher profit, better reputation, more recommendations, and overall quality connections with your users.
5 Reasons Why a Custom CRM Platform Improves User Experience
A custom CRM system helps you improve not only the way you manage your business operations, but also boosts user experience. As we shared the benefits of these types of software tools for internal purposes, now let’s explore the reasons why a custom CRM platform improves user experience, creates, and maintains stronger relationships with your customers.
As you gather customer info and details about potential clients, a custom CRM gives the opportunity to tailor your business practices to better serve them. Let’s dive into the ways you can create a better experience for your clients and better manage customer requests:
1. Swift Customer Contact
Nowadays, staying in contact with your clients is mandatory for a great user experience. A customer management relationship system gives you the ability to send periodic marketing materials via emails, announcing new products, upcoming offers, special promotions, etc. The best part is that you can keep track of customer journeys, conversations, purchases, complaints, reviews, and personal data such as birthdays. Gathering customer insights is allowing you to segment them based on different criteria and send them the right messages.
2. Personalized Marketing Communications
According to Campaign Monitor’s study, 62% of customers will open an email if it has a personalized subject line. Because you are allowed to store in your CRM databases, your marketing teams can personalize the communications that are sent to users. Emails that contain your customer’s first and last name are helping you establish a better connection with your prospects and boost their positive experience with your brand.
3. Consistent User Experience
Another factor that contributes to having happy customers is the consistency of messages and customer support they receive across various communication channels. Giving the fact that people are very impatient these days, fast action from your side is mandatory. You can set automatic emails from your CRM when a user fills out an online form to ensure timely responses to customer inquiries. Consistency improves brand reputation, customer loyalty, and customer satisfaction, therefore, offers an outstanding user experience.
4. Learn More About Customer Preferences
One of the core features of a CRM is to store everything in one place such as information about purchases, website searches, and inquiries from your social media channels. Based on this information you can create customer profiles and better understand what they want, need, and what additional products or services they might be interested in. This way, marketers can better tailor product offers and communications about services that perfectly fit their preferences. User segmentation can be done based on gender, education, demographics, etc. Customized messages and services improve customer satisfaction and increase brand loyalty.
5. Improved Customer Services on Social Media
More than 65% of people use social media for customer services purposes and 47% will use social media to complain about your business and services. Your CRM can collect service requests, mentions, messages, and store them into one database. This gives you access to customer complaints, questions, and issues, faster and you won’t miss any request. Keeping your client’s social media posts related to your company, respond fast and appropriately, you will offer a positive experience.
We strongly believe that a custom CRM investment is going to be a rewarding choice in the future. As your business evolves, users’ demands will increase and the last thing you want is to have a software or a system that limits your actions. Understanding the capabilities of custom software is the key to increase your sales team performance, increase the productivity of all your employees, keep and maintain your customers happy.
Why You Should Choose a Custom CRM to Improve Customer Experience?
One functionality of your CRM software is to store all the information you have about your customer base and prospective customers regarding purchases, services, contracts, complaints, messages, etc. This clear visibility into customer details is helping your employees monitor the whole sales cycle, identify blockers, and create the right strategies for converting indecisive users. No matter what communication channel the clients will use: phone, email, social channels such as Facebook, Twitter, to contact your organization, all the details will be accessible to all your staff, giving them the ability to access the information at once and create a positive customer experience. You can look at a custom CRM as a customer service software combined with more capabilities. For instance, sales reps can monitor the sales process, identify bottlenecks, create a solid sales strategy, identify new sales leads, etc. It can be used as a marketing software for sending personalized messages or it can be integrated with email marketing tools such as MailChimp. For the financial department, it will be easier to extract all the financial data and build reports. Custom CRM software offers a large pallet of analytics and you can create custom reports that will help you with future strategies.
Customer interaction is definitely easier, faster, and more pleasant when you use CRM software. Besides, all the conversations are saved from the first to the last message. Therefore, your sales representatives will know exactly what the user needs. 74% of businesses that are using a CRM have reported that their customer relationships are more powerful through good customer experience and that is a strong marketing tool that helps them build their businesses and ensure sales growth. Your sales and marketing departments can take the needed steps to target the promotions to the right audiences. Marketing activities such as emails can be sent to a specific customer category with offers on specific products, or new services. If you target the right customer segment at the right time, they are most likely to purchase the items. What we recommend is to start with sales forecasting, begin to A/B test and experiment with your marketing activities.
In the last couple of years, CRM usage increased from 56% to 74%. As you can see, its popularity has grown and businesses today are starting to recognize its importance. Customer management relationship software is helping businesses increase contacts databases, answer customer questions, improve sales activity, increase revenue, boost marketing campaigns effectiveness, and become more organized. Besides all these advantages, it helps create a stronger relationship between your organization and your consumers, which, nowadays, is the key to growing brands.
No matter the businesses sizes or the development stage, to improve the user experience you need CRM software. We believe that the online environment is forcing those who want to be at the top of the competition to bring a new approach to customer interaction. Customer engagement apps for salespeople are a great tool to better serve consumers and satisfy their needs before they even know about them. This aspect will lead to a sales increase and a return of investment of 5 to 8 times.
One of our CRM projects was made from scratch and implemented for one of the market leaders. We build custom software that allows a high scale of personalization. The goal of this project was to store in one place all the data gathered over the years, customer’s history and put them all in one place where it can be easily accessed by everyone in the company and by end-users. More than that, we focused on custom dashboards and design, allowing easy access to calendars, reporting, messaging, follow-ups, inquiry management, etc. In addition to an easy to use interface and tailor-made functionalities, we made sure our project is mobile-friendly and allows easy process management. We have implemented specific modules for their workflows to better fit the industry specifics.
Find out more about our approach and customized work by reading this case study. If you are looking for a trusted partner that can help you achieve the best results and grow your business, we are the right custom development agency for you. Contact us today, and let’s talk about putting you on top of your competition. Also, you can read reviews from our previous partners here.
Frequently Asked Questions
Shortly put, with the help of a CRM you are breaking the company’s silos. Nothing is isolated anymore, all departments are working together, improving task management, therefore offering a better customer journey and experience.
We strongly believe that the infrastructure is the base for every functionality you decide upon. This is just like building a house. If the foundation is not strong enough, the house cannot be built exactly as you expect. The same goes for a CRM. This is why we recommend custom solutions.
According to Salesforce you can increase lead conversions by 35%, sales deals by 15%, marketing campaigns efficiency by 36%, customer retention by 27%, and customer satisfaction by 30%.
All businesses should use a CRM. You can find all kinds of options on the market such as cloud-based CRMs, off-the-shelf CRMs, tailored solutions, etc. Choose the one that better fits your business needs, goals, and development plans.