Customer relationship management (CRM) is one of the strongest and most important steps in any industry or company.
It’s the process where organizations manage their relationships and interactions with existing and potential customers.
The more you invest into your CRM process, the more rewards you can reap in the form of increased customers, more loyal customers, and increased revenue.
Especially in the retail world, the investments into your customer relationship management are very quickly evident.
When customers choose to shop at your brand, whether it’s in-store or online, they trust that they’ll have a pleasant and informed experience during and after their purchase.
A poor customer experience can result in a bad reputation and less business, regardless of where things went wrong during the customer journey.
But how can businesses ensure they are delivering “the ultimate” customer experience? How do they know if they are giving customers the wow factor?
Here are some of the considerations that retailers should focus on for customer experience.
Order Transparency
It’s no surprise that customers want to be informed of exactly what they are getting from their purchase and when their order is arriving.
Although this is more with online shopping than in-store shopping, transparency throughout the shopping process is important regardless.
Do customers know about any sold-out items in your store? Are they aware of shipping, return, and refund policies? Do they know when their orders will ship or where they can go to find an item that’s out of stock?
Having accurate, easy-to-access information about orders is key for managing customer relationships.
An Omnichannel/Multichannel Shopping Experience
Nowadays, customers want flexibility and options.
If customers found you on social media, they expect to see the same products and services when they visit your physical store.
If customers make a purchase online, they expect to choose how they want to receive their products.
An omnichannel shopping experience truly steals the show when it comes to customer relationships.
It also makes the CRM process smoother and easier as customers already have great experiences with your brand.
Personalization
Your customers expect personalization as much as they want flexibility.
Retailers can adopt personalization online by using customer data to customize search results and product recommendations.
In-stores, retailers can personalize the customer experience by understanding what a customer wants before entering the store and creating an engaging conversation based on their shopping preferences.
How We Help Improve Customer Experiences
At SHEA Global, we understand that a thorough CRM process is vital to gaining loyalty and trust from customers in the evolving global retail market.
We offer many solutions that can help retailers improve the efficiency and effectiveness of their CRM process.
Dynamics 365 for Sales (CRM) is one of these tools. It can help retailers manage the customer engagement lifecycle by gathering customer insights, nurturing sales, creating campaigns, and providing follow-up services.
Want to learn more about how we can help you? Contact us today!