26 Jul Using database software as a way to encourage better customer communication
Customer interaction has always been an area of business that can make or break a company. Most often, a company is either too reclusive or too intrusive, not finding the right balance of when and how often they should engage in customer interaction – on both the customer service side and the sales side. This can have a huge effect on how happy clients are and, thusly, the bottom line of the business.
In his interview with Entrepreneur, Richard Branson – the eclectic CEO of Virgin Inc. – says that when it comes to customer service and meeting consumer expectations, her prefers to rely more on individual experience than on market trends or big data analysis.
But, while this method may work well for Branson and his business ventures, it can oftentimes produce varied results that depend largely on uncontrollable elements. In order to help boost sales as well as customer satisfaction in a more reliable manner, many companies should provide their employees with software that can aid with current and potential customer interactions while still giving them the freedom to add that human touch that Branson suggests.
Inc. Magazine recommends that companies make their processes more efficient for their employees. This can be done by using customer relationship management software that allows workers to access and store essential information about anything from product details, client information, cold calling scripts and recent sales figures. This information can complement a salesperson’s own ability to gauge customers interest and encourage a sale.
In addition, boosting morale is always a great way to increase productivity, as motivated employees are more likely to take extra steps to help customers. This can be done by using custom database software to track an employee’s progress toward reaching a sales goal or even the overall team’s improvement. This can help give hardworking representatives a tangible way to look at the importance of their role in the company.