Customer management solutions help address key customer challenges related to troubleshooting queries, products and service issues, or to analyzing customer interactions. The solutions automate membership renewal, data collection, appointments, loyalty programs, and customer feedback.
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Customer management solutions help address key customer challenges related to troubleshooting queries, products and service issues, or to analyzing customer interactions. The solutions automate membership renewal, data collection, appointments, loyalty programs, and customer feedback.
This buyers guide will help you understand the key features of customer management software, its business benefits, and the types of buyers who use customer management software.
Here's what we'll cover:
A customer management software solution enables businesses to manage customer information and the customer journey through scheduling appointments, creating tickets, and resolving issues.
Below is a list of core customer management software features:
| Feature | Description |
|---|---|
| Interactive voice response (IVR) | Enables a computer to interact with customers through voice and can be used for banking payments, retail orders, mobile purchases and travel information. |
| Billing and invoice management | Helps to manage accounting, create invoices, build reports on customer engagement, and keep track of payments. |
| Activity tracking | Tracks customer activity, build customer metrics scorecards, and plan further actions based on customer preferences. |
| Ticket management | Prioritizes customer support interactions and increases agent productivity. |
| Appointment reminder and scheduling | Automates appointments and scheduling reminders for customers about upcoming events. |
| Communication management | Enables businesses to manage customer interactions across various media such as emails, web pages, printed documents, email, and text messages. |
| Loyalty management | Helps build loyalty programs to retain customers and manage memberships and rewards across multiple channels. |
Call centers Call centers are directly involved in handling incoming and outgoing calls and deriving key insights from customer interactions. Moreover, call centers handle huge volumes of customer data related to purchasing and to customer contracts.
Omnichannel Retailer Retail logistics and supply chain businesses manage customers through email, telephone or social media, which makes it critical for them to utilize a customer management software for analyzing customer metrics.
Customer Service Administrators Customer service administrators have to interact with customers, take bookings and receive payments, or provide them information related to sales, marketing, and inventory. At the same time, they need to be aware of customers’ past records (purchase, billings, etc.). A customer management software solution that maps customer data in a dashboard could be indispensable for customer service administrators.
Small and midsize businesses A key business challenge for small businesses—such as salons, gyms and spas—that need to share customer data across different departments is customer engagement. The right customer management software can help with that.
Improved customer relations Automating the customer journey through billing, servicing, and ticketing helps to reduce client attrition and increase customer satisfaction.
Customer data analytics Sales and marketing representatives can effectively track the customer journey by analyzing customer preferences logged in detailed reports, enabling them to target customers more effectively. The data can also give you insight into the most profitable and regular customers, and this information can be used to target similar prospective groups.
Enhanced opportunities to cross-sell The solution provides an extensive database of customer interactions, which is useful to customer representatives who can use that information to cross-sell products and services based on customer preferences.
Optimize marketing Digitization has given customers access to more products and services and therefore more control over the buying process. Customer management software helps decode customer needs and behavior, helping you identify the right time to market your product to the right customers.
Improved team collaboration A customer management solution can improve communication by sharing customer data within the different departments of a company in various locations.
Automation Customer management software automates important but mundane tasks such as form filling and appointment scheduling, freeing up customer support representatives to focus more on the most important tasks, such as relieving customer pain points.
