JUNE - 202319 THE EVER-EVOLVINGCRM LANDSCAPEcan impact the most. Passion for our customers and making their lives brighter enables the organization to accelerate the collaboration with purpose. Building and maintaining a customer thinking culture means that our problem solving is about our customers.Which are a few technological trends influencing CRM today? What are some of the best practices businesses should adopt today to steer ahead of competitors?· Omnichannel customer engagement: 91 percent of customers interact with two or more channels before they make their decision to purchase. Bringing a consistent approach to ensure alignment to delight customers along their journey irrespective of channel. Engage customers in their channel preferences and be mindful of the fluidity of channel engagement. Maximize cross-channel touchpoints to drive full funnel performance.· Rise of Social: Digital platforms are no longer just an advertising platform. The rise of Social especially in e-commerce and support will impact the way that our customers see us and learn who we are as a brand. The two-way interaction and engagement will continue to evolve as our customers demonstrate through their actions their channel preference.At Kmart, our social presence continues to flourish and our community support via social platforms remains. Our customer expectations are rising in line with how other retailers are leading the way with digital engagement. We continue to lean in to support our customers in the way they need us, from conversational AU chat and SMS shopping support to or simply to continue our integrated social journey. Do you have any advice for industry veterans or budding entrepreneurs from the CRM space? · Build and maintain the customer connection - ensure every customer engagement is a positive one and you are listening to your customers. Adding value to the relationship--take time to create value to the relationship building process. Research reveals that it is 3x harder to acquire a new customer so a balanced approach between building customer love and customer acquisition is key. Consider the journeys and seek ways to surprise and delight customers in new ways to experience your product and/or service. In an age where cold calling is out, social selling is the norm and the ever-increasing level of cold emails land in your inbox, take the time to build the customer connection. Consider the various touchpoints of your prospects and seek to ensure to be helping rather than selling. · Understand the customer problem--focus on how you're able to solve the problem whether it is a B2B, B2B, or B2B2C environment. Technology is the enabler--it is not the strategy to solve problems. BUILDING A CUSTOMER-FIRST APPROACH ACROSS THE ENTERPRISE IS SO CRITICAL IN EMPOWERING TEAMS TO CONSIDER HOLISTIC CUSTOMER TOUCHPOINTS AND UNDERSTAND WHERE WE CAN IMPACT THE MOST
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