Confessions of a Non-Profit IT Director

Subscribe to Confessions of a Non-Profit IT Director feed Confessions of a Non-Profit IT Director
A safe space for the harried non-profit IT worker and director. No consultants! No vendors! Just the unadulterated news, views and advice for the non-profit IT worker.
Updated: 11 hours 50 min ago

How to Automate your Way to a Customer-Centric Business

June 21, 2018 - 7:05am

Businesses thrive on revenues from the purchase of products or services by their customers. Retaining existing customers and bagging new ones is always a top priority for any serious business on a going concern basis, hence the need for working systems for this marketing purpose. Some businesses do this on a more traditional basis, face-to-face interaction, while some have automated their marketing strategies. A guide to marketing automation can be found on https://www.salesforce.com/products/marketing-cloud/what-is-marketing-automation/. You can never go wrong with the right strategies in terms of increasing visibility and customer-retention.

A customer centric-business is aimed at ensuring a customer has a positive experience at all levels of interaction with the company. Most companies are moving online in droves in the search for new customers as the digital space increases in terms of people using the internet and the average amount of time spent online. This time online is spread out on different online media but the most common is social media, with this researchasserting that in some demographics the youth spend, on average, two-thirds of their time on social media. This should whet the appetite of most firms eager to get a piece of this pie to increase their performance margins and of course earn more customers.

There are a few strategies that a firm can use in automating their systems to focus on their customers more.

Understanding Your Customer

This is basic, and every business should strive to understand what their customers want or need, how they love to have their products or services delivered, and their buying trends. In addition, you can rely on the customer to provide feedback on their experience while interacting with your firm to identify areas that stick out.

Get Customer Data

This has of late been an emotive issue hence firms should make sure they get such data in a legal way that will not negatively impact the firm in future. The data should be verified using various tools on the internet so that you have actual customers to market to, and should be of the right target market too.

Review the Firm’s Performance

Review activities that led the company’s mixed performance. Do this through employee interviews, or also direct customer feedback. Here, you can understand where needs to be fixed on to what scale, and what needs to be maintained after proving a hit with customers.

Choose a Reliable CRM

The Customer Relationship Management system should serve the customer’s needs. It should include all the processes that require customer interaction, from goods’ selection, check out and writing reviews, which should be simple and easy to maneuver. This CRM should assist in improving the firm’s profitability and customer loyalty with actual statistics to show for this. A cloud-based CRM system is good for such an automation as customers can sync their activities with the firm from any location or device.

Marketing automation is the only sure way to survive in an industry with increased competition and battle for customers taken online.

Categories: Friends of GEO