Companies that adopt omni-channel customer engagement strategies are able to retain up to 89% of their customers year-on-year. But that alone is not enough to drive consistent growth. Businesses need to take advantage of customer data analytics to get critical business insights that will help them understand their customers better and improve experiences across different platforms and user devices. There is no doubt that investment in professional digital marketing services is growing, but decision makers need to turn to more effective customer engagement strategies like multichannel CRM to drive further growth.
Multichannel Adoption is Growing
Serving today’s customer is no longer about waiting to get potential leads. Industry professionals at CBS-CBS.com note that smart businesses understand that going where the customer is, is the way to go. With an ever-growing multichannel world that’s driven by mobile adoption, businesses are expected to focus on expanding their operational channels and customer touch points. Improving customer interactions across all channels should be a priority for any brand that wants to meet the demands of today’s customers. Multichannel CRM is the key to getting data that will help you highlight opportunities for growth.
Customers Want a More Personalized Experience
Customers expect you to provide a consistently reliable customer experience across all interaction points. Whether they interact with you on social media, via online chat, phone or testimonials, they expect a personalized experience. Taking a multichannel approach with your company’s CRM software is what will help you achieve this. With a complete view of your customer-brand interactions, you can understand what your customers really want, what makes them stick to your brand and how best you can improve their experience. With the right multichannel CRM data analytics, you can meet the needs of your customers and drive growth.
Mobile CRM is the Future
84% of companies that operate on a customer-centric approach focus on the mobile customer experience, according to Super Office Statistics. Mobile CRM is growing fast, especially in the e-commerce and retail sectors, with the average customer connecting with an average of 4.5 devices, most of them mobile devices. To achieve better efficiency and drive growth, you need to take advantage of the power of mobile CRM in your multichannel approach to customer engagement. While web-based CRM solutions are still popular, mobile CRM is leading the way when it comes to giving businesses an edge over competitors.
A multichannel CRM approach is the key to increasing business sales, improving your marketing strategy and developing better customer services and products. Businesses that choose to stick to standard business practices can no longer compete with those that embrace a multichannel approach in their customer relationship management strategy.