28 October 2021
It is a well-known fact that your company will be able to get the desired outcomes only if your customers are getting the desired outcomes by using your products/services. Customer Success is that crucial part of your business that ensures that your customers are getting maximum value out of your product/service. Moreover, an efficient customer success strategies result in transforming your customers into your brand advocates. This results in increased brand awareness and referrals.
In this blog post, we will discuss how you can apply these 8 customer success strategies to grow your business with the help of ZOHO CRM.
Communication is the Key
Internal team communication is an integral part of Customer Success. Moreover, Customer Success largely depends on how the internal teams in your company are communicating about your customers. ZOHO CRM can act as a centralized communication channel for the teams i.e. Sales, Marketing, Customer Support, etc. to communicate and coordinate the tasks pertaining to your customers.
Segmenting your Customers
The communication, efforts, and the approach that goes into customer success differs from customer to customer. Moreover, in this highly competitive world, everyone wants to get tailored communication and services. Segmenting your customers based on various parameters will help you to customize your approach and communication in a very effective way. ZOHO CRM is designed to fulfill this need for segmentation. For ex: You can segment your customers based on their company size like SMEs, Mid-Market, Enterprise, etc.
Track Interactions and Progress
Most companies, interact with their customers regularly to track the performance of the business and to measure the impact of their products/services on the customer’s business. These interactions can be in the form of monthly business reviews, quarterly business reviews, yearly business reviews, etc. Having a ZOHO CRM in place will help you to keep a track of these interactions with the customer. This will ensure that these interactions are done on a timely basis with the desired outputs.
Upsell and Cross-Sell
Keeping the track of the interaction with the customers and evaluating the desired outcomes on a regular basis will open the doors for Upsell and Cross-Sell. It is proven time and again that regular interaction with the customer and the progress tracking is the key to upsell/cross-sell.
Timely Resolution of Queries/Issues
For every company, it becomes very crucial to give impeccable customer service to their existing customers. So, Customer Service is a very important branch of Customer Success. It’s the topmost priority of the customer service team that all the queries/issues of the customers are resolved on a timely basis. ZOHO CRM will help you to keep track of the performance of individuals in your customer support team so that you can identify the scope of improvement in the individuals and improve the overall customer service process. Raising tickets for the raised issues/queries, keeping a track of the resolution and response time, tracking ticket status, etc. are some of the features of ZOHO CRM to level up your customer success game.
Integration with other Tools
As a company, various departments in your company must be using certain tools that are irreplaceable. So, it’s good to figure out the possibility of integrating your CRM with the existing tools. This will help the teams across the company to perform all the functions under one unit. ZOHO CRM has the capability to integrate with various tools and software to ensure the seamless flow of your business.
Proactive Customer Support
In today’s world, it has become essential for companies to provide proactive customer support to provide better customer satisfaction. ZOHO Knowledge base fulfills this need for proactive customer service. ZOHO Knowledge base can act as a knowledge library for your customers pertaining to the product/service that you offer. Check out the link below to effectively leverage the knowledge base feature to increase customer satisfaction.
There is no doubt that you are the protagonist of your business. However, while moving to a new CRM or building a CRM from scratch, it is always a good idea to get the guidance of the experts. These experts will assist you in the end-to-end process of CRM implementation. We at CRM Masters, have got a pool of experts specializing in transforming businesses with the help of CRM. Moreover, being a ZOHO Premium Partner, we know how to execute the process of CRM implementation without any blockers in the business in the adaptation phase. Feel free to reach out to us for any CRM-related queries.