Customer relationships are built on the emotional level. More than 90% of the customers ( new as well as repeat) are connected with a brand on the emotional ground and no amount of automation can actually replace that. Let’s face it! But, then with technical advancements, CRM has come to the scene, which automates
Now the question is what it takes to deliver a delightful customer experience? Is it an emotional connection or auBroadly speaking, a CRM tool is a software application designed to manage and analyze interactions and relationships with customers and potential customers. It typically includes features such as contact management, sales management, customer support and service, marketing automation, and analytics. The tool helps brands to streamline and optimize customer interactions and processes, ultimately improving customer satisfaction, loyalty, and retention. All-in-one CRM software like ConvergeHub can be used by various departments within a company, including sales, marketing, and customer service, to coordinate and collaborate on customer-related activities and data.
Here’s how the leading brands across the world have leveraged CRM software to bring in significant improvement in their productivity & efficiency.
Activisation
Activision is a globally recognized brand that has gained fame among gamers worldwide for creating some of the most popular video games. It is also known as one of the leading customer relationship management (CRM) companies. Established in 1979, Activision has a presence in 15 countries. Its flagship product, Mtomation? Honestly, the answer is both. More specifically, a CRM software has only aced the job by helping brands to be more responsive with zero manual labor.
What is CRM?
modern Warfare 3, generated an impressive $400 million within the first 24 hours of release ten years back, making it one of the most successful entertainment launches at that time.
The company takes pride in providing gamers with a consistently exceptional experience that keeps them satisfied and engaged long after they’ve made a purchase. This commitment to customer satisfaction is the driving force behind Activision’s success as a brand, and its effective use of CRM software is a testament to this. By leveraging the best features of CRM, Activision is able to follow up on conversations with their customers, which results in 25% reduction in the operational expenses of the customer service expenses. Social media customer service has proven to be a more cost-effective alternative to traditional methods, which has contributed to the company’s cost savings.
Apple
Apple’s growth strategy heavily relies on Customer Relationship Management.
When utilizing an Apple device for services such as the App Store, Apple Music, iCloud, iMessage, FaceTime, etc, it may be necessary to register the device with an Apple ID. These IDs are unique to each user and are synchronized across multiple devices, allowing for saved music and movie preferences and tailored recommendations based on individual preferences. This convenient tool provides detailed insight into customer wants and needs, enabling quick and effective targeting.
Amazon
Lately , Amazon has emerged as the leading online shopping platform, largely due to its comprehensive Customer Relationship Management (CRM) system. This system enables Amazon to gather customer data during purchases and instantly personalize users’ online experience, making it one of the most complete CRM infrastructures in the world.
To make a purchase on Amazon, you are required to create an account. This account allows Amazon to track your browsing and purchase history, which is then used to develop more relevant email and marketing campaigns that cater to your interests.
Moreover, Amazon’s one-click purchase feature, which allows you to configure your account for speedier checkouts, is one of the most sought-after and highly appreciated features of the platform.
Tesco
Tesco rewards its most loyal customers through its Clubcard program, which enables users to earn one point for every pound spent. These points can then be exchanged for Tesco Clubcard vouchers, and customers can also earn points through Tesco’s partner restaurants, hotels, and gas stations, providing them with additional opportunities to accumulate rewards.
Tesco offers a range of programs designed for all family members, including the Tesco Kids Club, Tesco Baby and Toddler Club, Tesco Healthy Living Club, and World of Wine Club.
By utilizing CRM software,Tesco runs loyalty programs to carry out targeted marketing campaigns, with more than four million variations of its quarterly mailing, ensuring that discounts and offers are personalized to meet the specific needs and interests of each customer.
Wrapping Up
CRM software allows brands to collect and analyze customer data, including their preferences, behaviors, and purchase history. This information enables brands to create personalized experiences for their customers, such as tailored product recommendations or personalized messaging. Through personalization, brands can develop familiarity and empathy with customers, which can lead to an emotional connection.
Moreover, CRM software allows brands to respond quickly and effectively to customer inquiries, complaints, and feedback. This responsiveness creates a sense of attentiveness, which further deepens the emotional connection between customers and brands.
