Nurturing successful relationships with customers is crucial for any business. This is particularly true in a post-pandemic age, where connections with customers are shifting away from face-to-face interactions, and into the digital age.
Your clients are connecting with you on multiple platforms, about countless different queries. To stay ahead of the competition, you need to find a way to track the customer journey and adapt to it. Once you know how your client moves through each interaction with your business, and what they need to feel satisfied with your brand, you can take steps to optimize.
A CRM could be the key to getting a stronger, behind-the-scenes view of what’s going on in your customer’s mind. CRMs make it easier to track all parts of the customer journey, as well as valuable details about each individual client.
So, which CRM offerings are best?
Microsoft Dynamics CRM
Microsoft Dynamics CRM is one of the better-known CRM options in the market today. This popular solution is a valuable part of the Microsoft ecosystem, which means it also integrates with things like Outlook, and Microsoft Teams.
Created to streamline the process of understanding and interacting with customers, Microsoft Dynamics CRM centralises all of your client discussions and makes it easier to visualise trends in customer expectations and needs. There are all kinds of smartphone apps available to track information wherever you go, as well as integrations with leading CCaaS and UCaaS tools.
Dynamics supports on-premises and SaaS deployments, as well as automated workflows to reduce the strain on your team.
Oracle NetSuite
Oracle NetSuite is a CRM solution offering deeper insights into your customer relationships. This is the only cloud solution available today that delivers a real-time view of your customers. The CRM ensures a seamless flow of information for your employees and agents, with access to a full view of the lifecycle, from lead through to cross-sell and support.
Aside from traditional CRM solutions like SFA, customer service management, marketing automation, order management, and many others, NetSuite CRM also delivers quotes, commissions, order management, sales forecasting, and integrated eCommerce. Your sales performance will be improved due to upselling, forecasting, and commission management features too.
Adobe Cloud CRM
Created by one of the biggest names in digital technology, Adobe’s Marketing Cloud and CRM is a state-of-the-art environment for customer tracking. The platform allows businesses to manage the sales, customer support, and marketing facets of their organisation in an aligned space. The Marketing Cloud has access to email campaigns, unique profiles, operational reporting tools and more.
Adobe’s Cloud CRM is particularly impressive because it comes with such a wide selection of extra integrated tools. Adobe Analytics helps you understand customer behaviours, while Adobe Audience Manager assists in creating user profiles. There’s also Adobe Media Optimizer, Experience Management, and Campaign building.
Salesforce
Probably the number one company for CRM technology in the world, Salesforce has earned a huge amount of attention over the years. This all-in-one tool provides a central brain for all of the customer relationship management elements of your business. The functionality of Salesforce goes far beyond what you would expect from a standard CRM, with things like digital marketing, customer service support, and integration for third-party apps.
Salesforce can work with your UCaaS and collaboration tools or connect with your contact center. This technology also comes with one of the best communities in the world, where you can learn all about things like AI, business intelligence, and in-depth analytics within the Salesforce ecosystem.
HubSpot CRM
HubSpot CRM stands out as one of the more affordable customer relationship management tools on the current market. The core CRM functionality is free to use, and there’s access to a range of accompanying tools available too. You can link your HubSpot CRM with sales, and marketing technologies throughout the HubSpot ecosystem.
