Today’s customer is more informed and intelligent than ever before. Enabled by technology they have access to information any time they please and they use this endless stream of data to make more discerning decisions. It also allows them to make their feelings about your business known to the world in an instant. So Customer Relationship Management (CRM) is more important than ever.
Customer expectations mean that if you can’t help them in the way they want, on the platform they want, when they want, they’ll soon take their business elsewhere. And the cost of finding new customers is up to six times higher than retaining existing ones. So having CRM systems in place that give you the ability to respond to customer needs with a complete picture of their journey makes sense from both a financial and customer satisfaction perspective.
But with technologies and customer behaviour constantly changing it can be challenging to make the most of the data you have.
CEOs often say that understanding what customers value is one of their organisation’s top-three challenges. If you don’t understand your customer and what they want then your efforts to serve them will always be inefficient.
Investing in CRM solutions that are right for your business help you to understand customer needs, the entirety of their journey and their intent at each stage. With this rounded image of the customer you can ensure that each interaction they have successfully delivers what they want. The end result is satisfied customers who are more loyal, and staff that can operate more efficiently, boosting revenue.
As cloud-based CRMs have become the norm there is a new flexibility to CRM systems that can help your business grow and adapt to changes in technology and the marketplace.
Getting CRM systems up and running is far quicker and easier than in the past, and because they operate on a subscription basis upgrade costs are owned by the developer, which makes implementing and maintaining your CRM solution more cost effective.
We support industry-leading CRM platforms including:
With a depth and breadth of expertise and experience in utilising these CRM systems across a range of sectors and businesses we can help you select the right one for your needs. We’ll look at your existing IT infrastructure, immediate pain points, and wider business objectives to get the solution you need up and running as painlessly as possible.
Partner, PwC United Kingdom
Tel: +44 (0)20 7213 4308