CRM’s role in customer experience
- B2B
- CRM, Email Marketing, Marketing Operations, Data & Analytics
- SAAS
- Sales Enablement, Marketing Strategy, Big Data, Entrepreneurship, Market Segmentation
- Part 1CRM as a growth strategy
- Part 2 CRM’s role in customer experience
Show Notes
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02:36The role CRMs play in building great customer experiencesThe user experience is different for every single person that uses your product. CRM data can be leveraged to create personalized positive user experiences, and increase conversion rates, and revenue for the business.
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04:42Optimizing user experience through CRM dataWith a CRM, you can identify a target market to sell your product to. Then, youre able to tailor the messaging on your ads and landing pages to the needs of the target market, which increases conversion rates.
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08:35Creating seamless user experiencesA lot of companies with two different marketing automation systems struggle to connect user data and create positive user experiences. For business owners, it boils down to ensuring these systems talk to one another to create that seamless experience.
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11:23Creating efficiency with your CRMIdeally, the data within your CRM should be used to understand a customers previous experiences with you. That way, your messaging and offerings to them will be relevant and tailored to their needs and preferences.
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14:18The importance of involving all your teams in the CRM design and setupCustomer service, marketing, and sales should all understand how the system works and be part of the design process. The more buy-in you can get from these departments, the more likely they'll adopt and use the system.
Quotes
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"Everyone wants to be treated like they're special. As a business, if we can leverage our CRM to create that feeling, we're going to create a better user experience and happier clients." -Lars Helgeson, Founder, GreenRope
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"If the language of your ads matches the language that's on the landing page, it has an enormous impact on click-through rates." -Lars Helgeson, Founder, GreenRope
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"You want to create efficiency with your CRM. It's not a data repository of everything we know and we're going to throw it all at the salesperson every time they look at the contact record." -Lars Helgeson, Founder, GreenRope
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"Be very careful about how you're gathering and using data. We have to be aware of CCPA, GDPR, and all those things as marketers and business owners." -Lars Helgeson, Founder, GreenRope
- Part 1CRM as a growth strategy
- Part 2 CRM’s role in customer experience
Up Next:
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Part 1CRM as a growth strategy
Lars Helgeson, Founder and CEO of GreenRope, talks about why CRM is the key to alleviating your business growth problems. Setting your sales, marketing, and customer service teams up for success starts with having the right technology and automation tools to get people from prospects to customers. And, being able to track where these people are coming from not only helps you decide where to make top of funnel investments but can also help your business grow. Today, Lars discusses why CRM is actually your growth strategy.
Play Podcast -
Part 2CRM’s role in customer experience
Lars Helgeson, Founder and CEO of GreenRope, talks about why CRM is the key to alleviating your business growth problems. The way each customer uses your product or service will differ and that’s why having a CRM to log all of that data is important. However, if your systems don’t talk to each other across departments, it’s going to be difficult to create those personalized positive customer experiences consumers have come to expect from brands. Today, Lars discusses CRM's role in customer experience.
