IP PBX – BPO Call center – Artatel
IP PBX – BPO Call center – Artatel
CRM marketing or marketing CRM is a business process in which client relationships, customer loyalty, and brand value are built through marketing strategies and activities. CRM allows businesses to develop long-term relationships with established and new customers while helping to streamline company performance. CRM combines commercial and client-specific strategies through employee training, marketing planning, relationship building, and advertising.
Marketing and sales get better with CRM. Sales staff can work alone more efficiently and collaborate more smoothly. Who spoke to the prospect last? What are they talking about? What's the next step? A good CRM knows and will assign a score or value to each lead in your pipeline and give you weighted sales projections.
How much is CRM marketing worth? A recent report compiled by IBM shows that businesses score a 65% increase in sales quotas when CRM is adopted.
Once you can identify your most profitable customers, you can delight them with perks that help them feel more appreciated. Target and refine your marketing campaigns based on customer needs so they only receive the information they want to know.
During the Covid 19 Pandemic, it appears that many medium to large companies in Indonesia have not realized the benefits of this marketing CRM, after being hit by the Covid storm where their customers massively or in large numbers made behavioral changes such as:
1. It is not easy to receive calls from known numbers.
2. Don't receive calls before they allow it via WA chat
3. Do not make physical visits to outlets or malls that they usually visit,
4. Want to interact with the company only via WA, Facebook or Instagram when they need it.
Companies in Indonesia must immediately realize this to immediately prepare their work facilities and infrastructure to respond to these changes if they want to maintain their sales and services.
The current impacts of changes in consumer behavior that we must anticipate are:
1. The number of calls made by your call center is getting smaller.
Before the pandemic, the number of contacted calls per agent per day could reach 90-180, now maybe only
around 30-60 per day.
2. Consumer visits to offices or malls or markets are much smaller.
3. The use of digital transactions and digital promos is more effective than using TV or
radio
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