By Swatil Binte Mahmud, Blogger, Lava Protocols
The way customers interact with small and medium-sized businesses (SMEs) has changed since the COVID-19 pandemic. Due to lockdowns, government-mandated restrictions, and the rise of remote working culture, more customers shifted their purchases from in-store to online. They are also expecting SMEs to adapt and provide better online services and experiences. The only way SMEs survived the highly competitive environment was by implementing technology. Many SMEs digitized their customer interactions, internal and external communications, and working systems. Digital transformation is vital for business growth and to overcome risks to revenues due to ongoing COVID-19 restrictions.
Hence, more SMEs are using customer relationship management (CRM) software, which helps them focus on serving their customers well even during a pandemic.
Why and how should you adopt technology such as a CRM software? Keep reading!
Future-Proof Your Business Models and Processes
Customers want to engage with brands digitally and smoothly. They desire personalized online experiences and require consistent interactions across departments. SMEs will therefore have to adapt accordingly and develop their digital capabilities. Therefore, digital transformation is the key to overcoming challenges, keeping customers happy, and making a profit.
One Unified View: The Core Enabler of Digital Transformation
More than 50% of SMEs worldwide use a customer relationship management (CRM) system, according to the Small and Medium Business Trends Report by Salesforce. This is a 24% increase in usage of CRMs by SMEs from 2019 to 2020. With a CRM system, SMEs can get benefits like delivering fast customer service and having a combined view of the customer. Customer 360 by Salesforce enables every team in your company to have a single and shared view of customers on an integrated CRM platform.
This single source of truth enables employees to work together to build lasting, trusted relationships and deliver the intelligent, personalized experiences their customers expect.
Top Benefits of CRM for SMEs
CRM can seem intimidating at first for many SMEs who are in the beginning stages of digital transformation. However, once you understand the benefits of having one, it will not seem daunting at all! SMEs around the globe believe these are the top benefits of adopting a CRM:
- Better and faster customer service
- Unified view of customers
- Accessible to multiple users
The Cherry on Top
Team members will be able to collect data and insights to provide unique service to your customers. Data organized and presented by CRM software will lead to a better understanding of your customers. CRM software offers enhanced messaging and outreach and automation which will lead to better and effective customer service. Furthermore, your teams will be able to collaborate easily and reduce siloes. Of all the benefits that CRM software offer, utilizing technology and data is one of the greatest. This will help you serve customers more effectively, leading to better business and more profits!
So, in simple words SMEs please do not worry. If you prepare enough, plan ahead smartly and efficiently, and if you have some faith in the power of technology, you will be just fine!
Lava Protocols is an authorized Salesforce Partner. Looking for a (new) Sales Engine? Drop us an email to: hello@lavaprotocols.com.