1. CONNECT YOUR BUSINESS SILOS.
Fifty-six percent of business leaders admit that organizational silos negatively impact the quality of their customers’ and prospects’ experiences. Information silos are a huge problem, but a shared platform and process for managing customer relationships across functions can really help. In fact, 80% of business leaders from the same study say they are increasingly using their company’s CRM as a single source of truth about their customers across departments.
With a shared CRM, employees are empowered with the right tools and data to manage customer relationships more effectively across lines of business, and they have visibility into customer interactions from other departments. They can more effectively and efficiently work together to enable connected customer experiences.
Read the Study
Base: 484 director-level and above decision makers with responsibility for CRM strategy and technology investments.
Source: A commissioned study conducted by Forrester Consulting on behalf of Salesforce, August 2019.
2. MAKE IMPROVEMENTS TO YOUR BOTTOM LINE.
FOR CUSTOMER SERVICE:
FOR DIGITAL COMMERCE:
FOR IT AND TECHNOLOGY LEADERS:
Source: Salesforce Customer Success Survey conducted from 2017–2019. Survey respondents were 3,384 Salesforce customers randomly selected. Responses per question vary.
3. IDENTIFY AND CATEGORIZE LEADS.
A CRM system can help you identify and add new leads easily and quickly, and categorize them accurately. By focusing on the right leads, sales can prioritize the opportunities that will close deals, and marketing can identify leads that need more nurturing and prime them to become quality leads.
With complete, accurate, centrally held information about clients and prospects, salzes and marketing can focus their attention and energy on the right clients.
4. INCREASE CUSTOMER LIFETIME VALUE.
By understanding your customers better, cross-selling and upselling opportunities become clear — giving you the chance to win new business from existing customers. This helps you to grow lasting, more profitable relationships with your customers.
With better visibility, you’ll also be able to keep your customers happy with better service. Happy customers are likely to become repeat customers, and repeat customers spend more — up to 33% more, according to some studies.