Why maintaining and improving customer experiences is so important when the chips are down

A CRM platform is the number one tool that can help an organisation effectively communicate with customers and prospects so they feel informed and engaged at each stage of their customer journey.

When the COVID pandemic hit Australia early this year, one of the first things many companies decided to do was tell their customers their plan. Inboxes across the country were filled with messages from brands, community groups and banks. The aged care industry followed suit with mixed results.

While well intentioned, many of these messages missed the mark. In some cases, they were polite and empathetic. In others, they all said very similar things, which dulled their impact.

Ultimately this affected the customer’s experience, which is the last thing any organisation wants to do – especially in a time of crisis.

“The most successful communication is firmly focused on the customer,” says Jenni Deslandes, Managing Director at Loaded Technologies.

“They take into account timing, recent customer interactions, and data, which can help hone a message so it feels both personal and relevant when received by the recipient,” she adds.

A CRM platform is the number one tool that can help an organisation effectively communicate with customers and prospects so they feel informed and engaged at each stage of their customer journey.

SugarCRM is a prime example. Its core CRM can be configured to capture rich segmentation data, which can be supplemented by integrating the CRM with important customer systems – such as your website, care system and ERP. 

The Sugar Market module can draw on this segmentation, to help users nurture customer relationships and accelerate revenue by sending targeted, personalised communications at scale. Importantly, it captures leads and allows you to create tailored emails and landing pages with ease.

“If your CRM is well set up, and the quality of data fed into the CRM is well managed over time, it can not only help you sell more, but give you richer customer insights, which can be shared across business units, and help to increase loyalty,” Jenni adds.

Loaded Technologies specialises in designing and implementing SugarCRM solutions that align directly to your business growth and customer experience objectives.

Loaded works with organisations to help you enrich customer data and segmentation capabilities through the right CRM solution and by integrating your systems so you can achieve a single version of truth for each and every customer.

Keen to learn more? Please visit the Loaded Technologies website and download our datasheet on Why we partner with Sugar.

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