Integrated CRM allows companies to unify data, eliminate information silos, and offer a cohesive experience, regardless of the channel used by the customer. This has a direct impact on sales and customer retention: the more personalized and fluid the experience, the greater the chances of building customer loyalty and increasing the average ticket. In fact, customers who have a consistent experience across multiple channels spend up to 30% more than those who interact only through one channel, according to recent research by Harvard Business Review . Personalization, based on a consolidated history of interactions, allows companies to offer products and services that are tailored to the profile and needs of customers, facilitating faster and more assertive decisions.
CRM integration with omnichannel enables you to new zealand whatsapp data streamline your sales and service processes, ensuring that workflows are well-defined and efficient. Why is this important? Streamlined processes increase productivity by allowing sales and service teams to focus on what really matters: customer needs.
One example of this is creating an automated workflow that routes customers to the appropriate channels based on their preferences and interaction history. This not only improves the customer experience, but also saves staff time so they can focus on more complex or strategic issues.
PEOPLE: THE KEY ROLE IN SUCCESSFUL IMPLEMENTATION
While technology is a key part of digital transformation, it is people who make this machine work effectively. The old saying that “machines will replace us” is only true for those who are not tech-savvy — tools like these should work for humans, not the other way around. However, without a well-trained and skilled team, even the most advanced tools become ineffective.
Proper training of sales and service teams is crucial for integrated CRM to be used to its full potential. This includes understanding the tools, but also the ability to interpret data and use it to create personalized and effective experiences; teams need to be aligned with processes and empowered to make the most of technological features, thus creating a meaningful connection with customers.