If you are not focused on receiving and using customer feedback, you are missing out on an amazing growth tool. Gathering customer feedback throughout the entire customer journey is of great importance to the buyer life cycle, marketing campaigns and the entire customer experience. As focuses shift to improving this experience, continuous feedback will be required.
According to a recent study, 86% of buyers will pay more for a better customer experience. And by 2020, customer experience will overtake price and product as the key brand differentiator. How do you get the best experience? By listening to the customer, of course.
Still need convincing? When it comes to the customer experience, it costs six to seven times more to obtain a new customer than to retain an existing one. What does it look like to lose a lot of customers instead of making some simple changes? You can do the math. Using the feedback you receive, you will be more likely to retain those customers, instead of watching them purchase from a competitor.
Yet, how will certain feedback be useful when housed in the wrong place? Silos between departments can prevent feedback from being used effectively across the organization.
The best way to ensure it is accessible is by integrating the feedback into your CRM tool. Every employee will be able to look at it, sort through it and glean actionable insights from it to improve their department and their goals.
Let’s discuss three reasons why you should be using your CRM to house your feedback.
Organized and Easy to Find
Your CRM was built for organization and productivity, so there is no better place for your feedback to live. With a CRM’s capabilities, feedback can be organized by client, so that nothing is missed. Some CRMs will also allow integrations with other tools and apps to help gather all your feedback into one place.
The post Want Better Customer Experience? Combine CRM And Customer Feedback appeared first on Statii News.
source http://news.statii.co.uk/want-better-customer-experience-combine-crm-and-customer-feedback/
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