Happy, loyal customers are the foundation of any successful business. How do you know if your new or existing customers are happy and satisfied with the customer experience you offer? Here’s an exercise to help you and your team determine how your current business processes are performing, where your company’s strengths are and where there is room for improvement, to take your company to the next level.
Imagine you are a new customer to your own business. You are interested in the product or service that your business offers. Ask yourself these questions:
Becoming a new customer…
- Who is the first person I interact with?
- What kind of information does that person already have about me?
- What does this interaction look like or feel like? Is it an enjoyable experience for me?
- How long does it take from the time where I sign up to the time when I am actually using the product or service?
- How many different people do I interact with throughout the entire process? How many times do I have to offer the same piece of information to somebody?
If something arises…
- How long does it take to get a response from somebody at my business? How many different ways do I have to connect with somebody (phone, email, live chat, Facebook, etc.)?
- When I get in touch with somebody, do I have to re-explain my entire situation to him or her each time?
- When it is time to renew or reorder, what does this process look like?
- If a salesperson or representative that I have been consistently working with leaves the company, what does the process look like to start working with somebody new?
- When I have a problem or issue that needs to be resolved, what does this process look like?
- As a customer, if I do not remember the agent or sales rep I was working with before, how long does it take for me to be re-routed to a person whom I have already worked with before? Or, am I comfortable working with somebody new because they already understand my exact situation.
After a transaction is complete…
- How does the business reach out to me after I am already a customer? Do I receive any follow-up that is individualized to me and my needs?
- How do I know the product or service I purchased has positively impacted me?
By being honest with yourself about the state of your business, you can objectively and accurately inform yourself of where to go next. All of the above questions center around a connected organization. If you can recognize that there is room for improvement in any of the above areas, then a Customer Management Relationship (CRM) system is likely a worthwhile solution for you.
If you can honestly say that your customer service is currently exemplary based on the above questions, ask yourself again, but this time imagine you have doubled the number of customers you currently have. Would your answers stay the same? If not, a CRM solution implemented now may be exactly what you need to ensure you can scale and maintain your high standards as your business grows.
Is your business ready for CRM? Read the 6 signs your business is ready to implement a CRM software.
Learn everything you need to know about CRM with the free Ultimate Guide to CRM eBook. Fill out the form below to download.