In the age of the customer, people demand personalized care and high quality digital experiences. Businesses that want to stay competitive thus look for ways to deliver outstanding service time and time again — which requires getting their teams on the same page.
However, according to Forrester, that’s often easier said than done. Improvement requires strong alignment, which can be next to impossible with processes and data fragmented across multiple systems.
One way to bring everything together is to leverage the superb potential of cloud CRM to build an actionable 360 view of your customers. Cloud CRM — conveniently accessed through any web browser — empowers companies to connect their teams and remote workers with integrated contact data and collective intelligence on customer preferences, history and status.
If you’re looking for ways to integrate systems and deliver outstanding customer care, here are 3 cloud CRM qualities you’ll definitely want to review:
- Cost-effective pre-built integrations
In response to user demand, vendors stock their app directories with connections to business critical apps, including MailChimp, Quickbooks and Hubspot. These provide businesses with exceptionally powerful (and cost effective) ways to flow campaign data, lead information, payment history and more between teams and departments. With apps connected and in the cloud, your CRM can act a single customer intelligence hub. Accessible anytime, anywhere, this hub empowers your field teams with easily searchable contact information, case and payment history, communications, contracts, and much more — all in one place — for outstanding service on the fly.
- The all-in-one subscription
Next up is the all-in-one subscription. Many vendors offer cloud CRM on complicated tiered subscription plans. This allows businesses to trim their purchase to a few basic modules (i.e., contact management, marketing and sales) and allows savvy and selective customers to achieve great cost savings. But it also constrains your ability to grow your 360 degree view across departments.
The all-in-one subscription, with modules for sales, service, marketing and support, provides an alternative well-worth researching and reviewing. It can equip your business with cost-effective scalability, greatly helping your efforts to extend shared customer intelligence across each of your teams. Growth is as simple as adding new user licenses, which you should be able to do easily straight from inside your CRM.
- Personalized cloud CRM
On-premise solutions continue to carry an edge in terms of customization. But cloud CRM has significantly caught up, enabling superior personalization of user experiences — without having to call in costly, time-consuming third party consultants.
For example, a recent trend in cloud CRM has been to include drag-and-drop modules and widgets, allowing users to tailor their workspace to combine critical information once scattered across different tabs and windows into a single streamlined view. That way, whether users are chilling at their desk or tapping into their CRM through their iPhone — they can enjoy their very own bespoke 360 degree view, empowering them to work more effectively.
The advantages of integrated, personalized cloud CRM
With integrated sales, marketing and customer service modules, plus personalized cloud CRM can ensure your business meets the escalating requirements of digitally savvy, picky customers.
Indeed, the potential advantages are many and include:
- Standardized data capture for improved data quality and consistency
- Better lead tracking, qualification and follow up
- Improved collaboration between your in-office and remote workers
- Improved field service management
- Improved visibility and insight across your organization
The need for a robust cloud adoption strategy
Realizing these advantages isn’t automatic, however. Businesses seeking to move to cloud services face many of the same obstacles as when implementing an on-premise solution. That includes putting processes in place to ensure clean, consistent data flows through your organization’s sinews, as well as making sure a robust user adoption and training strategy is in place. Which is why it pays to have a vendor who has got your back — giving you the care, support and coaching you need to maximize the value of your cloud investment.