How To Gain Valuable Customer Feedback

Anyone who owns or runs an eCommerce site, whether large or small, knows the importance of customer feedback. Equally well-known is the difficulty involved in generating quality customer feedback.

Firstly, What exactly do you want to know about your customers’ experience?

Do you want to know about their interactions with your staff, product quality, pricing, variety of products or services you offer, hours of operation? The list can get pretty long, right? Pick no more than 1-2 categories, such as staff interaction and product-related questions, to dive into and stick to those.

Second thing is, Gather as much feedback as you can

There are countless ways to collect customer feedback. Make the process as easy as possible, and choose any/all of the following options that will give your feedback efforts the most exposure. Feedback is worthless if you’re not sure what to do with it. For example, knowing your customer satisfaction rating is an average 8 out of 10 doesn’t tell you exactly what your customers want you to improve. Crafting your questions correctly is critical to receiving the right information that’s useful to your business.

Next but not the last thing, Define next steps

Once all your responses have rolled in, it’s time for the most important step: make changes based on your feedback. You’ll build trust and foster loyalty by reciprocating your customer feedback with real improvements. Take the most popular requests from your responses and apply them to your business. Share the research with your employees and let your customers know you heard them and are making their experience your priority.

 

 

 

 

 

 

What Should Be Considered When Building Your CRM System

Business owner has been trying to building their own customer relationship management system, to make their business more standardized, here are some basic rules for your to follow:

1. Easy to use. CRM systems for enterprises are generally geared towards the needs of management, not the actual people who use the system on a daily basis. Because in small business the decision maker is often the same person who’ll also be using the system, CRM software for small business must be easier to master to be chosen as an appropriate solution by the small business owner. If the system is simple enough to onboard its users without paid webinars and training, it’ll additionally cut the costs of implementations.

2. Customizable. There are no two same businesses. Even if you decide to go for a CRM system that caters to the broadest audience, you’ll quickly find yourself in need of tuning it up a bit. Adapting a CRM to exactly your business is what makes or breaks the CRM adoption for many companies.

During a trial period (which most systems have) it’s important to run your use cases through the system and see how it complies. CRM may come in several packages with different functionality, so it’s worth making sure that the one you’re choosing fully satisfies your company needs.

3. Third-party integration. Many CRM systems try to cram as many features as possible into their service. This often results in an overpriced and complicated product.

Instead of hunting for a CRM that can do everything, search for a system that integrates with what you use. Come up with a list of integration requirement and see how they do it. For example, not many systems include the lead capturing capabilities natively, but they can be easily added via Zapier integration.

4. Niche-based. Depending on the industry you’re in, there might be a CRM for that. CRM systems are generally geared towards a sales process. However, a common procedure may vary from one business to another.

For example, if you’re in real estate business, a dedicated real estate CRM system would allow you not only manage deals with potential property buyers but would also integrate with third-party property listing or would be preset to create your own listing. Keep in mind that such CRM systems might be more pricey than a generic one, although, the later one, might allow for customizability that provides you with similar results.

5. Cloud-based. Deploying a CRM system on your own equipment is a way to go for having a complete and unquestionable ownership over your business data. However, for a new business, deploying a standalone CRM system is a significant expenditure item (both deploy and support).

A cloud-based CRM allows to quickly set up a CRM and access it from any device. Additionally, nothing holds you back, so if after some use a particular CRM proved to be unsatisfactory, you can easily migrate to another one.

6. Mobile access. Many businesses may be working in the field much more often than sitting in front of their desktop PCs. An effective small business CRM should provide you with a mobile access to its data. Hence, a native Android or iOS app would be a great supplement to the core system. Worst case scenario, a system should at least allow for an access via a mobile web browser.

7. Security. The CRM data is one of the most valuable resources for your business, so you should feel safe about entrusting it to a service provider. Carefully read the software privacy and security statements and, if you still have questions, better ask the CRM company representatives directly.