Data has always been a hot topic for enterprises and customers. Customers expect a more personalized experience, while companies expect to use data to continuously improve strategic decisions and provide better services.
How can B2B companies use customer information more reasonably:
data collection
For a long time, companies in the B2C industry have used data to provide their customers with a personalized consumer experience, but many B2B companies have not done so. However, with the increasingly fierce competition in the B2B market, many companies have begun to recognize the personalized value of data-driven customer lead management, which can increase sales and facilitate repeated sales. With the widespread application of CRM solutions , the experience of the B2B industry has also undergone earth-shaking changes.
No matter which channel potential customers come from, B2B companies can use CRM to collect important customer data at different stages of the sales cycle, including communication records with customers at different stages, customer preferences and characteristics, contact strategic decision-making relationships, prices, sales contracts and processes Wait. The 360-degree customer view generated from these data can help companies achieve personalized services. You can use CRM to record a large amount of valuable data related to customers in all processes from potential customers to closed customers.
personalise
If there is a chat conversation like this: "Mr. Zhang, thank you very much for your consultation. Although this is our second call after 8 months, I have always been paying attention to you and your company. As you know, we The price negotiated last year has already gone through the process, so please rest assured that it is still the price set last time, and I can send you the quotation again. Huh? You said that the person responsible for product procurement in your company needs to contact us , I remember correctly, he is Manager Li, right? Our technology has had in-depth exchanges with him, and he is positive about the quality of our products. By the way, there is good news, the products you were previously interested in, That little problem has been corrected."
The above paragraph of telephone communication allows customers to understand that the sales staff does not feel unfamiliar with the business due to long periods of lack of communication, and has a very reliable feeling. The personalized communication and business docking based on the communication history makes the communication more efficient. This obviously makes customers feel valued and saves customers time. But in fact, the salesperson above may have forgotten the details of the past. He may have used CRM's customer view to organize his communication content. Therefore, the customer data collected before plays a huge role in such a communication scenario.