5 Key Objectives of Customer Relationship for Rapid Business Growth

5 Key Objectives of Customer Relationship for Rapid Business Growth

The amount of effort modern businesses spend on thinking and talking about the best ways to connect with their prospects and customers is truly incredible.
Since the quantum of inked spilled (real and virtual), the number of webinars and conferences held, and the number of dollars spent on this topic is vast.

The irony in this “connect the customer” paradigm is that businesses most often start with their natural ability to act in a customer-centric way when businesses are small.
Since it is easy to keep a significant amount of knowledge of the customers (especially the best customers) when the business is growing, which later on becomes unmanageable as the business scales, that in turn creates a degree of impersonality to creep in into the buyer-seller relationship.

Now, in this present era of social media and digitalization how people see the companies they buy from has changed.
This is because, nowadays, customers expect companies they buy from to behave like a single entity, regardless of the role of the people in the company they talk to.

In other words, since customers are well aware that companies are collecting information about them, the customers too expect that businesses must use those data for the benefit of their purchasers to create an easier and better buying experience.

Therefore now that we know the reasons for all the spilled ink, forcing brands to adjust everything, right from technology to business processes to mindsets, here are five tough but necessary tasks that all businesses must do to tackle customer expectations on their path for rapid business growth.

1. Treat Customers Like You Know Them

It is given fact that customers expect your brand’s offerings to essentially meet their needs, which if not will make them buy from someone else. Apart from these customers also want to purchase from people and companies they like.

Hence establishing a solid relationship with your customers is most vital for this subscription economy, especially by adopting easy to use CRM software solution for your business, as returning customers in the long haul becomes the key to any company’s profitability.

One of the most common ways to doing this is to enable everyone in your business who deals with customer-facing interactions (in sales, marketing, and support) find a complete and consistent view of their customers, which even though is one of the classic easy to use CRM objectives, unfortunately, it takes just more than mere technology to achieve it.

This is because, knowing your customers is not about matching up-sells to their profile after segmenting them correctly in your CRM database, but it is all about demonstrating your customers that you will work for their success (since you understand them), in moments of truth.

2. Orient Your Processes Around the Customer

There are several businesses that have spent their last decade honing their organization’s workflows and internal processes with the complex algorithms of mathematics as their primary driver for business growth.

Now, there is nothing wrong in improving the efficiency of your business- as long as it does not come at the expense of your customers.

Therefore, since we live in a world in which customers expect their answers immediately if your business process requires something or a workflow that requires additional efforts from your buyers or delays whatever that your customers want, it is better that such processes must be changed or certainly benefit your customers significantly, and not just the company.

3. Empower Employees to Solve Problems

The modern concept of business as a single entity after the growth of all-in-one easy to use CRM software platforms with many employees having access to a single 360-degree view of the customers have also shifted the customer’s view of who can solve their problems.

In the past, while it might have been a tolerable situation to be transferred from person to person within an organization to resolve a customer-facing issue, but now the situation has completely changed as digitally conscious customers in the present time want support representatives to resolve their problems immediately without being transferred elsewhere to look for their solutions.

Therefore, companies that still have a hierarchical structures that withholds employees from being empowered to solve customer-facing issues or lack the process for escalating support-tickets to the right person, must make an effort to enable their employees to provide necessary solutions or create a workflow which is capable of providing the ability to the support agents to advance difficult problems to the concerned people within the organization rapidly.

4. Respect Customers' Time

The customer remains under tremendous pressure for ‘time’ which is especially true for any B2B buying processes.

Now, it should not be shocking to hear, that employees working in businesses that sell to these organizations also undergo the same pressure, which is why they seek to become increasingly productive.

Therefore, it has been observed that somewhere along the way “corporate empathy” breaks down and thereby businesses (that should have ideally taken care of its customer’s time pressure) focus inward to solve their own issues at the cost of their customer’s time.

Hence the key to solving this problem lies in examining the buying process and find out steps that can be overhauled to make both the purchaser and the seller come to a decision faster.

In other words, smoothing out bumps in the sales process makes life easier for both you and your customers.

5. Stay Connected in the Way That Customers Want

Especially in B2B industries, customers do not want ‘one-and-done’ sale for their key purchases.

While it may not always mean that your customers will always be thinking about their next purchase as they close their present one, but this is for sure all B2B customers prefer to make their next buying experience as relatively quick and effortless as it can be, which mostly mean buying from a vendor they have dealt with satisfaction before.

However, there are several businesses that do nothing to maintain an ongoing relationship with their customer after-sales, while there are also others that take an aggressive approach and market their offerings recklessly to their existing customers which eventually wears out the customer’s welcoming approach for that brand.

Therefore, while it is most essential that you must keep in touch with your customers, but make sure that you do it at a cadence that applies with the expectations of your customers, which can put you in a far better position (than your competitors) to sell again to your existing customer base, when the time is ripe for another purchase. 

Conclusion

Now, while all these things are easier said than done, but if you can devote some thought on your customer’s expectations and needs, identify the most pressing areas for concern, invest in technology like easy to use CRM software; redesign your sales, marketing, and support processes, we are sure you can take a major step towards becoming the brand that your customers want and lead your company towards a rapid business growth.

Similar Articles

Startup

There are some questions and answers those you need to know before choosing a branding agency for a startup

easy to use CRM

Know the reasons why in this era of self-help, businesses need to boost the experience of their support teams, which in turn can help to increase the overall experience of their customers.

Important Tips for Driving Growth via Online Job Portals

Gone are the days when a company seeking employees would put out ads in newspapers, magazines, and more to find the right candidate. No, sir; the evolution and advancement of technology have had several far-reaching ramifications for how companies now recruit and fill up available positions in their business.

healthcare business ideas

If you are thinking about starting a business and have a service attitude, you can take into account the ventures related to the health industry and thus improve people's lives. These types of businesses are profitable because they are linked to one of the first needs of the human being and besides, many people prefer to pay private services for the attention and comfort they provide.

Reasons for Integrating Automated Customer Care In Your Marketing Strategies

The era of no-reply brand.com is over nowadays. This is because the time for automation and conversational communications are up upon us as today’s consumers expect much more from their preferred and loved brands

business growth

According to a recent study from FocusVision and HBR (Harvard Business Review), leading global organizations view customer insight as key to business success in 2020, while many other smaller organizations are nevertheless missing out on this opportunity to turn widely available Big-Data into insights, which can easily be utilized across businesses to attain better decisions that drive business growth.

easy to use CRM

As a sales professional, we are sure that you must have heard these terms regularly and might have used these two terms interchangeably, nevertheless, even though they sound quite alike, there is a vital difference between demand gen and lead gen to be aware of.

Ways To Bring Personalization To The Customer Journey With Your Brand

These days personalization is a critical tool to boost customer loyalty and also improve the overall customer experience (CX) with your brand.

Stand Manufacturer

If you are looking for a high quality exhibition stand, then you really need to meet an exhibition stand manufacturer. It is in fact, the best place for you to go to have an impressive stand at an exhibition or a trade show. Trust, there are myriads of benefits of going directly to the manufacturer. Wondering what are those benefits? Well, here in this post we will talk about the benefits of taking services directly from the exhibition stand manufacturers.