CRM is basically a tool to share customer data across different departments, including marketing, sales, service, customer engagement and finance to synchronize business processes with customer experience.
Collaborative CRM
For collaboration of strategies on a common platform to build interaction among stake holders for business growth, customer retention product pricing and innovation Collaborative CRM is designed.
How it is different from Traditional CRM?
Difference between traditional CRM and Collaborative CRM is that the former one focuses on automation while the later one establishes and grows customer relationships. The main foundation of collaborative CRM is Customer engagement (CE).
Customer Engagement
Customer Engagement is a term that has multiple interpretations. It can be denote in terms of customer involvement. It is the upshot of customer experience that is translated into action. This action can be tied to loyalty and advocacy.
It also refers to the efforts a company put forward to establish a connection with its customers. Collaborative CRM helps to increase communication between organization and its customers to gather valuable information that leads to meaningful experiences.
How Collaborative CRM works?
There are some primary features of collaborative CRM that boost engagement. It includes channel management and interaction management.
Communication Paths
Collaborative CRM use multichannel approach for interactions and allows customers to communicate with the company through their preferred channel.
Customers of modern era now prefer digital means of communication. They prefer the medium through which they can easily communicate through their smart phones and mobiles. It makes a company more in contact with the customers. It increases opportunity to interact with the company at customer’s convenience.
Self-Service
Customers are not always available to talk to the service agents. Collaborative CRM comes with a self-service feature which contains searchable knowledge bases and troubleshooting tools. It put control in the customer’s hands and enables them to resolve their issues on their own. For example online web services allow customers to add or remove product and or edit the address and billing information.
Companies can use this valuable insight into customer’s preferences and their needs and help them to make their product and services accordingly.
Data Collaboration
With collaborative CRM the collaboration of data across different department can be easily implemented. It synchronizes data among departments which includes information obtained from sales, marketing, and finance and customer management. Departments can use this information to alter their strategies. For example, the data from sales can be used by marketing department to figure out what type of products customers prefer.
ERP Gold also provides you all the necessary features of collaborative CRM which can enhance communication with your customers and helps you give them a better experience.
See More:-Why CRM is So crucial for your Business