You may not realise it, but if you don’t currently have a single view of each customer you are nurturing across your various business units, then you are missing out on providing exceptional customer experiences and truly understanding their customer journey.
Jenni Deslandes, Managing Director at Loaded Technologies, whose business is to provide SugarCRM solutions and services, had this to say: “For many providers, customer acquisition begins with the initial enquiry about your services. This may occur years before the individual becomes a customer and begins using your services or enters your care, but each contact point that you have with them over this period is an opportunity to build on their profile, so that when they are ready, you have a clear picture of who they are.”
This is one example of what we mean by establishing a single view of the customer. Other examples are more relevant once a customer is on board, and their needs begin to change. Wherever they are on their journey, right now it’s even more necessary to understand your customers – their needs, their family relationships, their future needs – so that as an organisation you are prepared and equipped to handle the constantly changing circumstances in your stride. Your customers aren’t typically transactional, they need to be nurtured until they are ready for your services, and then afterwards the nature of your nurturing adapts as they transition on their journey.
But, if you haven’t taken the time to invest in a CRM strategy and align your disparate systems to talk to each other, then customer acquisition and retention will slide, impacting your competitiveness, and your bottom line and brand.
At Loaded, the team specialises in designing and implementing SugarCRM solutions that align directly to your business growth and customer experience objectives. Loaded works with organisations to help you enrich customer data and segmentation capabilities through the right CRM solution and by integrating your systems so you can achieve a single version of truth for each and every customer.
Keen to learn more? Why not book in a Free CRM Assessment or SugarCRM demo today