How Digital Transformation Has Changed the CRM Landscape » Small Business Bonfire

Digital transformation has made monster-sized content management processes a thing of the past. A recent survey conducted showed 82% of companies with CRM systems adopt it to improve sales and process automation

This is important because now more than ever, the ability to stay in business has moved from product to consumer-centric power. Thus, businesses are on their toes to improve customer relationships as quickly as possible. This often means investing early in CRM – in the first 5 years of the company’s launch.

Digital transformation made simple

The term digital transformation describes the actions taken by a company to change or adapt its current business model to a new market reality, which in this case is the digital revolution. 

The flip side of digital transformation is that it’s a wave business that is sort of forced to ride on, as earlier mentioned because it is driven by the consumer. 

And this is a major game-changer. Because research has it that consumers are content-specific. The average consumer today will purchase a product or patronize a service based on her assessment of its content. 

Customers expect quality content that’s relevant to them, anywhere and at any point in time. Their journey and preference are what determine your brand strategy. And keeping up with the internet-enabled and empowered client, businesses have no other choice but to embrace technology with both arms wide open. 

This is to the end that the brand, product, or service remains relevant, providing competitive services to the clients flooded with too many alternatives. Hence, putting the customer first is your ultimate strategy. 

As a fact, a survey was conducted which asked about factors that influence a business’ decision to adopt a digital transformation strategy, and almost half of all organizations picked customer experience and customer satisfaction as their prominent influences.

The companies that do implement digital transformation are creating highly engaged customers. Which is the goal of customer relationship management. 

CRM aims to provide personalized experiences, which is what your customers expect. Use the data in your CRM software to evaluate previous communication, purchase history and analyze consumer behavior.

Regardless of channel, customers want seamless digital experiences. CRM software lets you tie all the digital channels in your company together in one place, to provide a user-friendly customer experience.

CRM made simple

The goal is to build a deeper, more intimate relationship with consumers. But this can be hard especially for large-scale businesses with tons of customers and for small businesses with a growing customer base, it can be difficult to keep the person-to-person touch, hence the need for CRM software. 

Digital transformation has made customer relationship management possible and effective. More elaborately, customer relationship management enables you to manage a large pool of active customers and maintain a personal relationship with each of them. Taking the heat off customer reporting and analysis.

Now you can easily attract and retain customers while you also focus on building your business or sharpening your skills. You need not struggle with multiple Excel sheets anymore to keep track of sales, customer feedback, and brand messaging. 

CRM as a marketing asset

Customer relationship management is an invaluable part of successful marketing feats. 

The CRM is saddled with the duty of storing current and potential customer data, analyzing previous customer interactions (especially if you have zero ideas how to make sense of vanity metrics), and facilitating communication between customers and company customer relationship representatives.

CRMs solve the problem of wasted content marketing budget, data sourcing from various marketing channels–the company’s website, social media, and email marketing system–and putting it in a single, structured platform. Accessible to individuals with granted authority.

CRM as an asset also aids the use of this data by providing features such as chat tools, marketing automation, and contact management. 

And as a business, you know you need CRM software when:

  • Visualizing the relationship between the customer analytics data on your various platforms becomes difficult. 
  • Navigating between different platforms and spreadsheets to get a crystal clear view of your customers becomes a tedious task.
  • There’s little or no alignment between marketing and sales teams in their targeting strategy.
  • You get slowed down by redundant tasks.
  • Customer retention seems difficult or leads just don’t seem to convert to paying customers.

If you tick any of the boxes above you’re long overdue for an effective CRM system. 

Here are a few things an effective CRM software will do for you while you vacuum leads and convert them to grow your business more profitably:

Improved analytics

Even Einstein cannot accumulate and process the terabytes of existing and potential customer data generated in the course of business activities. CRM tools aid easy storage, processing, and distribution of this information between employees. 

Increased sales

A CRM system not only organizes customer data but syncs all that data with other digital assets such as chat, email, and social media. This will in turn produce better, targeted campaigns because the marketing and sales team will be in sync concerning the customer’s journey. 

CRM tools are potential conversion boosters that nurture new leads all through the funnel up until their first purchase and consequently nurture them to become repeat customers. 

Deeper customer insight

A well-targeted marketing campaign is hinged on solid, in-depth customer insight. And this is what a customer relationship management system will do for you; as the system collates data about your business leads, existing customers, and the different channels all in one structured environment. 

So if you ever consider using a CRM system (or you’d rather port from that old crappy one), Divvy is a good choice. it’s a tool that’s built specifically for content, marketing, and communications teams. 

Planning, creating, and publishing content consistently may be easier using a “one-size-fits-all” project management tool. Or… you could use a platform created specifically for you.

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