Fist, our customers needed to be satisfied. Now, they want to be successful too. Customer success is therefore the latest buzzword from the business vocabulary, marking the shift from traditional, service-focused approach to a contemporary model in which the receiving end must always come first.
That’s what CRM is all about, whether in terms of best practices or in relation to technology.
Though there are some good examples of customer success achieved with on-premise solutions, the potential of in-house tools can never trump the robust power of cloud CRMs. Here’s how they ensure interdepartmental excellence through enhancement of flexibility, functionalities and communication.
Erasing Collaborative Limits
The biggest (dare we say, revolutionary) advantage of cloud computing is 24/7 availability. In terms of back-office operations that prepare front-office departments for providing the best possible quality of service, this advantage ensures effortless communication and unhampered flow between teams.
Cloud CRM is a solution that exists in a virtual place, thus centralizing data and connecting organization-wide processes. In result, separate teams are enabled to communicate in real time through a platform that empowers the exchange of your worthiest assets – ideas, knowledge and data.
Keeping the Dialogue Open
But even more than interdepartmental collaboration, customer success asks for communication channels that would allow your company to remain in continual touch with its customers. And all of them want to be able to contact their favorite brand at any time, from any place and across all devices.
Seeing It from All Sides
24/7 accessibility guarantees unhampered communication with customers too, but that still means little if they are not treated in a way that each of them individually sees fit. Personalization is of utmost importance for building long-term relations with modern customers, and cloud CRM makes that easy.
A company that wants to cater to its customers as individuals must know every customer by heart. Cloud CRMs connect multiple channels of communication in a single platform, enabling a 360-degree view of the customer and a holistic approach to service that no on-premise solution can ever achieve.
Only the best CRM vendors offer this feature, though.
To learn more about it, check the website of one of the industry leaders.
Tying It All Together
Since based on a cloud, the most powerful CRMs can offer a myriad of capabilities for separate departments that contribute to customer success. Not only do they pack features for marketing, sales, support, and all of the accompanying teams, but they also tie them all together for exceptional results.
Expanding the System
Customer success is a practice that has many moving parts, which is why the best CRMs leverage the potential of the cloud to bring added functionality and integrations with accompanying systems. They can be expanded to include anything from Excel and MS Outlook to mail and telephony service providers.
Customer cusses is round-the-clock routine, and as such requires only the best, most intuitive and easily accessible customer relationship management solutions. Cloud CRM certainly tops all of them.