Are you sure, the feedback you collect is actually making any difference in your company? If your time taking surveys are just filling dust holes in the wall then probably it’s not. The best way to put customer feedback in use is to integrate it with the multi-stages of the business structure and the best amongst them is a CRM.
For example; Salesforce, CRM product, record not only shows you the feedback but also the relevant customer data on a single page. Therefore, you can make the best decisions by comparing both the information.
Following are the best reasons to do to multiply the power of CRM tools and feedback.
Keep Your Eyes Close Throughout Customer Buying Trends
It is really hard to convince for the customer experience initiatives. But, most companies miss here that if they do not value their customer then they won’t get any value back. For that instant and better results, you can incorporate feedback within CRM tools. You will witness the outcomes for customer interaction.
You can do this by segmenting your customers into different categories. That is Customer lifetime vs High-Low Customer paying. Here, you can infer which segment is generating you maximum revenue and for how long.
For example, if customer signup for your website and you provide them with NPS (Net Promoter Score). And after a period of 4 months, you ask them to rank you. If they rank you lower then you can observe their trends in the successive months to find out what’s the reason behind.
Moreover, by integrating you can also find out the reason why and for what reasons your customers are happy and unhappy about your particular product/service.
Find A proper Use of Feedback Loop And Workflows
Angry customers demand instant replies. When the feedback is linked to the customer record, it can easily be verified. Moreover, issues will be resolved instantly.
When you address their queries, send them the surveys. No time will be more right than this to get those questionnaires filled. Moreover, you can also send them tailor-made surveys that revolve around their problem. This would help you to get the real and honest feedback.
In case, customer reports a negative review about you. You do not have to worry but the thing you need to do is to create a workflow. It alerts the respective team members who address the problem on the spot.
Increase Transparency And Bring Simplicity In The Reporting Process
Your customer’s feedback can also help you to get new customers. When your sales team go out to pitch, they can share customer experiences in their sales pitches. What does it do? It will integrate the positive image of yours in the minds of potential customers. The marketing department can use it by showing the relation of multiple segmentation and their preferences. This helps them targeting several brands.
Usually, no one has access to such type of data. But, when the customer feedback and customer records are linked to each other they are pretty much accessible. Thus, you can put the data into better use.
Join TrustedExpert today for feedback management solution that helps you in getting authentic reviews from your customers.