What is Collaborative CRM?
Effective communication in the workplace is hard to achieve, yet is very important for organizational performance. Companies suffering from ineffective or poor communication will face great financial and human resource losses as well as lost productivity and innovation.
While every business must depend on a Customer Relationship Management system to manage their sales, marketing and support, only few CRM solutions are considered collaborative. A true collaborative CRM system will allow managers and supervisors to share thoughts, ideas, workloads and tasks with their superiors and employees alike. Chances are if a manager communicates his ideas and tasks clearly and professionally to his/her employees, they will correspond and be motivated to complete tasks required.
Another aspect of collaborative CRM is the ability for company employees to communicate easily with customers, partners, suppliers and vendors. Collaboration between all stakeholders is the desired end goal.
The idea of collaboration in the workforce is not new, but the technology advancement in the Cloud has made it easy for CRM vendors to offer complete cloud-based collaborative CRM solutions that harness the power of the Internet as a collaborative business platform.
Collaborative CRM synchronizes various customer data and interactions from different departments like Sales, Marketing and Support and from different channels such as phone, fax, email, Social, Mobile, and the web; to both enhance the communication and provide a full 360-degree view of the customer. A true collaborative CRM solution will help increase customer loyalty and retention.
Advantages of Collaborative CRM systems:
- Cuts down customer service costs.
- Increases the value-add of your products.
- Provides for better up-selling to existing clients.
- Increases customer retention rates and loyalty.
- Helps retain and serve more customers with fewer resources.
- Improve channel interactions.
Collaborative CRM Enhances Customer Satisfaction: By using collaborative CRM your company will streamline sales, marketing and customer support processes resulting in enhanced company-wide communication and Customer Satisfaction. No longer will your customers have to repeat themselves to different sales or support representatives as all information is shared in real time. Customers now will feel heard and important when talking to your employees. Less time is wasted searching for answers to questions, leaving more time to work on the Relationship. This reduces customer and employee frustration levels, allowing for a better quality experience for the Customer.