A ‘customer relationship management system’ (or ‘CRM system’) is what allows companies to manage interactions with their end-users in an efficient and coordinated manner. A good customer relationship management tool lets marketers track relevant activities, manage users accounts and keep their customers’ data updated, bringing all such information into one cohesive space which therefore facilitates the settlement and implementation of external/internal communications flows. Additionally, a strong CRM system lays the foundations for an increase in sales and productivity – the ultimate goal of every Digital Growth transformation process we build at netamorphosis.
Within eCommerce platforms, CRM systems usually utilize data consulting that involves technology (i.e. software) that organizes, automates and synchronizes sales, marketing and customer service allowing for information such as buying preferences, personal details, purchase history, concerns to be used to maximize a company’s relationship with its customers. Through a CRM system it is possible to capture, store, analyze and capitalize on customer relations data available across available digi-physical touch points, such as offline stores, websites, emails, and social media.
Via this extensive data collecting and data analysis activity, CRM will help businesses keep customers contact details up-to-date, track all interactions and activities, manage customer accounts, and build and grow customer engagement. Plus, by delivering actionable insights which allow to track, record, store and mine customer behavior, a CRM system enhances the quality and type of information a brand has about its end-users. Which is why, for us, CRM is the key towards achieving better touch-points integration and towards building true omnichannel experiences that nurture customer relations and ultimately foster Customer Lifetime Value (or CLV), increasing sales and decreasing ‘churn’.
In our work, customers come first always, and it is within netamorphosis’ Strategy: Phase 1 work that we lay the foundation for the growth path of implementation, which is centered around the company’s relationship with its end-users.
Our ‘customer-centric’ approach clearly identifies the emotional inter-dependencies between our clients’ ‘businesses’ and their end-users. Like any successful relationship in both business and in life, understanding the source(s) of happiness, wants, needs and what each side ‘brings to the table,’ is paramount prior to cultivating a sophisticated CRM system, and therefore fundamental to our approach.