0

How can Facebook Messenger bots enhance your customer journey? Join the Coffee Break Webinar Thursday, December 14 at 11:00 AM ET to find out.

x

Blog

Oct 02, 2014

Keeping the C in CRM Top of Mind

The recently released top 5 CRM Trends for 2014 is a great opportunity to focus on one of the favourite topics amongst our clients; customers.

With so much noise, information and competing priorities for your customers both online and offline, it can be hard to know how to get through to the right people, at the right time, on the right platform.

5 CRM trends predicted for 2014:

1. Content
Yes, we know you’ve heard it before, and that you already understand ‘content is king’ but it’s not something that’s going to lose its importance anytime soon. The latest trend is to generate content that you know your customers will like and appreciate, even if it’s not specifically related to your product (in fact, it’s even better if it isn’t). We posted recently about how Australasia’s favourite airline was a forerunner in this trend.

2. Social media optimisation
Every brand is on social media (or should be), but now it’s all about creating reasons and opportunities for your customers to share your content (again, it does not necessarily have to be product related). The aim here is to be the place your customers come for shareable content amongst their online communities; then you know you’ve hit gold.

3. Customer experience
We posted recently about customer experience management (CEM) and this has never been more relevant. Customers are savvier, more demanding and in possession of more product knowledge than ever before so your organisation has to start delivering new ways to repeatedly attract customers. Again, it’s not (just) about having the right product, it’s about making every single touch point your customer has with your brand memorable, shareable and meaningful.

4. Personalisation and customisation
It’s not just customers who are more tech savvy than ever before, your marketing team can be too (with the right tools). We are able to gather more information about our customers than we ever thought possible, and we can leverage these insights to engage with customers on a whole new level.

5. Omnichannel
Your customers expect a multi-channel experience whenever they interact with your organisation, and if you’re not ready to offer the range of platforms they are looking for, then your competitor will already be engaging them. SMS, mobile apps, live chat facilities and social media customer service are no longer reserved for the big companies – any organisation that can offer these channels for customer interaction is already ahead of the curve.

So how does your company’s social CRM strategy shape up against these trends? Looking for some help with engaging customers and creating memorable experiences for them?

Do you have the right tools…?

Astute Solutions offers a range of solutions to help brands improve their customer engagement capabilities. These include;

Live agent chat
Your customers talk to a ‘real’ person in your contact centre by typing their messages into an embedded tool on your website, or social media page.

Virtual Agents
The first point of contact for customers with many leading organisations, virtual agents can be used by mobile and web customers as well as internal customer-support staff to quickly locate relevant product information. Learn more about Astute Knowledge Web Assist and AgentAssist.

Social
Twitter, Facebook, LinkedIn, YouTube, Instagram, blogs etc. Customers interact with your brand through social sharing posts and updates, liking, conversations, pictures and videos. Learn more about Astute Social Relationship Management (SRM).

Mobile
A mobile application is downloaded to a customer’s smartphone or tablet and enables them to interact with your company whenever and wherever they choose.

SMS
Customers can send messages to your contact centre and receive replies about their queries.

Contact Astute Solutions to help you to bring your customer experience management to whole new levels.

X

Customer engagement tips and news, delivered right to your inbox.

Sign up for our monthly newsletter and never miss a beat.