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Ticket management software assigns customer issues to employee from a single dashboard. Ticketing system helps get task done on time without error

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Collaborative CRM Ticket Management Software is an essential aspect of a productive work environment that helps in establishing better communication with the customer.

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Cloud CRM is nothing but a CRM hosted in the cloud which can be accessed anytime and from anywhere. The best thing about a cloud CRM is that all users can access the same information anytime

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The way to make sure your customers stay with you in the long run is to implement great customer support software in your online business.

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In order to keep your business up and running, one of the decision is breaking up with the traditional CRM and joining hands with a cloud-based CRM.

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How CRM Customer profiling helps you target right Prospects and Customers?

All businesses want to know more about their customers. But most of the times they are just limited to customer contact available on the smart phone. This doesn’t offer enough data to target the right consumers. CRM Customer profiling receives and combines multiple sources of customer data within a single user database. The sales CRM give enough information and traction to utilize your user data. You can also categorize users based on tastes and preferences. Customer profiling is contact management 2.0 Like all biological beings, software and its integrated features also come with a cycle of evolution. But you can be much faster through sales management software. They are just too quick to evolve and progress. Today, sales management software can manage customer contacts to manage customers and user data... Theonline sales software provides a much greater source of knowledge and information. This tie neatly into the idea of CRM Customer profiling. Instead of just maintaining multiple customer contacts, you can understand the specific needs of each customer. Further, you can also run focused campaigns to reach and engages the right users.In-short, customer profiling helps you find the maximum utility of your collected user data. User targeting is getting Harder and Complex By targeting right target audience and channels, you can go a long-way at making your campaign success. In most industries, user targeting is hard and complex. You can easily end-up targeting wrong users or consider wrong criteria to arrive at wrong assumptions about your target user group. By marketing, you can try to limelight a specific customer category or group. Without careful selection of user base, you could easily end-up missing-out on core opportunity. With right parameters and focused user groups, you could achieve access to right target audience group or audience circle. Targeting through Personalization CRM customer profiles let you collect and segregate each individual user tastes, marketing sources, budgeting habits, etc.… This gives you a well-informed perspective about each user base.It allows you to engage with right user bases and initiate audience communication. On the other side, it helps you achieve the right audience appeal, which could find better resonates with your customers. Understanding the Individual User All successful marketing endeavors needs to consider customers as single entities. Almost all customers could vary and their requirements could diversify. The sales management software through in-depth customer information that lets you store and retrieve customer information. With common database integration, you can streamline each user parameter to a single dashboard. This lets you collect and readily retrieve custom dashboard regarding customer age, group, and sex and purchase intent. Under a marketing campaign, you may need to combine multiple users into a single group. Conclusion: Now start to focus your marketing efforts on right campaigns and users. This turns the users into the central focus of your every marketing activity. In turn you could be sure that all your campaign efforts are well-targeted and receive better reception.        

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DO’S AND DON’TS OF CUSTOMER SERVICE

To every business that needs to thrive, customer service is not just an option; it is a way of life. Across-the-globe, business owners, marketers and managers are consistently focusing on delivering top-notch customer service experience. The phrase, “customer is always right” instilled in the minds of every sales rep has become rather repetitive and clichéd in today’s age. Yet, poor customer service is still a common thing in the digital market place. In the pursuit of achieving great heights, companies are missing out on developing the foundation.

So, today I would like to stress on the basics which are often ignored. But, they are the building blocks of excellent customer service. These won’t take much effort to implement and will ensure that your professional performance is at par when it comes down to treating your customers right.

Do’s

1. Respect your customer

Any relationship, be it personal or professional, initiates with respect. As Damon Richards stated, “your customer doesn’t care how much you know until they know how much you care.” One of the key fundamentals of building customer relationships is to make the other person feel important with extreme sincerity. Any customer deserves your full attention and you can do so by keeping a polite and patient tone with him/her. This is the easiest way to let them know that you care while making the entire experience worth their while.

2. Take responsibility

Customer service demands you to take responsibility for any problems or negative feedback that customers face with the products, services or even your company. Since you are the face of the company to the customers and their first point of contact you must be ready to apologize to a customer on behalf of your company, even if it wasn’t your fault. Acknowledge the issue and do your best to make sure it gets fixed as quickly and smoothly as possible. This will not only bring on more business from the customer, but their loyalty as well.

3. Be honest

Trust is the foremost thing needed to build a healthy relationship. And, nothing destroys trust faster than false promises. So, if you are promising something to your customer make sure you can deliver it. Honesty is the best policy. Be fair about prices, budget, additional charges and refund/return policies. Respond and follow-up as you promise to your customers.

4. Place yourself in the customers’ shoes

Try putting yourself in the place of the customer before addressing their query or request. It comes with personal experience, maybe one where you had an unsatisfactory customer service. Could you recall how it feels to get frustrated when you look for support and guidance? Would you want that your customers feel the same? Apply this unpleasant situation into your customer service and figure out things from the customer’s perspective.

5. Say “Thank you”

Gratitude goes a long way in making your customers feel appreciated for their loyalty to your brand. Saying “Thank you” to the people who support your business will show how grateful you are that they choose your product or service over other options available in the market. Few words of appreciation might be the key to make your customers come back for more.

Don’ts

1. Rush your responses

If you are unsure about any information, don’t pass that on to the customer in haste. It needs to be understood that no response should be rushed, even if you are aiming for fast solutions. This can cause many mistakes adding to the customer’s disappointment, ultimately making matters worse. If you are not the right authority to deliver a particular solution, you can pass the request to the concerned department, and give your customer a deadline.

2. Ignore customer feedback

Make it a point to listen to your customers always. Amidst the complaints and the disappointments, there are many who want your company to perform better. Hence, be open about any kind of suggestions or feedback they might give. Let your customers know that you care about what they have to say and about their expectations of you. Customer service management involves putting focus into your shortcomings according to their opinions, which pays off well in the long run.

3. Play the blame game

While it is very easy to blame a customer for a difficult situation, it might cost big to your business. This kind of approach will make customers lose faith in your brand and move onto your competitors, as they won’t risk having a similar experience with you a second time. Rather than playing the blame game with your customers, fix the flaws in your service team.

4. Be indifferent to customers’ problems

Indifference can prove to be the biggest enemy to customer service. It means you don’t care at all. This could lead to a plethora of problems you encounter on a daily basis. But, for a customer service professional, things must never have run their course in this way. Call it an occupational hazard, but your job requires you to treat the customer as king and make his problems your own.

5. Make Things Overly Complicated

While the customers today, maybe tech savvy, informed and experienced, but they still expect your customer service tools to be easy and straightforward. It is your job to ensure that your customers have easy access to support anytime and anywhere it is needed. Not to mention, it needs to be platform independent as well, and should include all tools available, phone, e-mail, Live Chat, self-service, social media and so on.

Kapture CRM can help your business grow in a seamless way as a phenomenal customer service software. To get a no obligation free trial, visit www.kapturecrm.com.

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CUSTOMER SERVICE: WHAT ELEMENTS MATTER THE MOST TO YOUR CUSTOMERS?

Consequently, organizations need to make sure that they equip their task force with the most apt training and necessary customer service skills. This will make sure that deliverables are extended to the customers with respect to the elements that mean the most to them. In this article, we take a closer look at some of the most important elements that customers look forward to during their service journey.

Response Time:

In a world so fast-paced, there is no doubt that customers prefer businesses to respond to their queries as quickly as possible. But, when B2B and retail teams fail to live up to this expectation it costs them a valuable customer. A research in Forrester suggests that 77% of people say that valuing their time is the most important thing a company can do to provide them with good service. So, the failure to respond to customer issues or not addressing them quickly enough will end your relationship with the customer. Customer service tools act as a big tool in resolving these problems, resulting in better customer satisfaction.

Value for Money:

If a customer is getting their money’s worth they will be happy to pay more or invest in other products of your brand. Most companies don’t realize that value is what matters the most to their customers. Your quality of customer service proves to be the biggest asset in portraying this to your clients. Evidence shows that 68 percent of consumers are willing to spend in companies that provide exemplary customer service. Rather than focusing purely on pricing strategies, companies can now compete on the basis on the quality of services provided.

Convenience:

The convenience of your client is your top-most priority when it comes to your business. Regardless of the channel, whether the buying is done over a call, online or in person the instructions and process should be made as simple and clear as possible. Each channel should be manned by skilled teams who efficiently manage the customer and his/her issues and curb any possibilities of a potential problem.

Personalized Attention:

According to a study, 67% of customers have hung up the phone out of frustration they could not talk to a real person in the past year. Your customers are just as humans as you, so they need to be treated accordingly. Individualized attention is one gem that can help out in this respect. It is important to humanize your customer’s experience of doing business with you. When people are treated as individuals, they feel more valued making them more likely to come back to you in the future. Little gestures of expressing your gratefulness will make a huge difference to the customers, without you realizing the same. If you go out of your way to help a customer out, your relationship with them will strengthen over time.

Being Heard:

70% of buying experiences are based on how the customer feels they are being treated (source). Customers wish to be heard, and their feedback to be appreciated. While most brands are high on asking the customers’ feedback, very few are fast on implementing them. When customers take time out from their schedule to report a bug, submit a review, or express their concerns, it is imperative that you take an action on the same. This is the top reason for the growth of your loyal customer base.

Kapture CRM will be the ideal customer service CRM that can help your business grow in a seamless way. To get a no obligation free trial, visit www.kapturecrm.com

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COLLABORATIVE TICKET MANAGEMENT: WHY A PRODUCTIVE WORK ENVIRONMENT NEEDS CLEAR FLAGS?

Collaborative CRM Ticket Management Software is an essential aspect of a productive work environment that helps in establishing better communication with the customer. It is a vital ingredient of help desk management. It also helps in streamlining internal communications,such as addressing queries, and provides an innovative way of managing diverse customer issues. It holds crucial information about the customers who play a key role in finding solutions to their problems.

Helps you to centralize information

The CRM Ticket Management Software allows easier and quicker ways of tracking and monitoring the data. It spares your efforts of checking through tons of emails and allows you to access and retrieve the required information right away.

Integrates multiple channels for effective customer communication

The CRM Ticket Management Software helps you to integrate multiple channels on the same platform for effective client communications. The channels include e-mail, Facebook chat, Twitter, multiple other chat clients, telephone, etc. Multiple channel integration lets you focus on the actual client issues, rather than dividing your attention between the various platforms.

Built-in tracking and reporting boosts productivity and customer satisfaction

The CRM Ticket Management Software helps you in keeping tabs on the issues of the customers –how efficiently the issue has been tackled by the employee and the number of tickets that an employee has worked on in a certain month.

Helps your organization prioritize its workflow

The CRM Ticket Management Software helps you to prioritize the workflow with ease. You would be quickly able to analyze which of the issues needs the utmost priority. The software also allows you to assign tickets over an integrated mobile app. The mobile ticket management gives you instant access to every available resource or talent. The assigned individual can prioritize the issued ticket when he checks-in, or can even find a remote resolution for the same.

Improves client satisfaction and rate of customer retention

A competitive marketplace always poses high risk to keep the client waiting. According to a recent research, it is 10 times more costly for an organization to retain a customer as opposed to gaining a new one. The CRM Ticket Management Software is a great addition for any business,whether it is sales or customer support. It enables the team leader to prioritize and allocate each incoming ticket. It also ensures that every ticket receives a prompt and appropriate response, and that no client is left waiting for too long. With client patience thinning down, quick response improves client satisfaction and rate of customer retention. Moreover, with social media presenting effortless means for communication, satisfied customers are more likely to voice their positive views and the chances of your business gaining a viral tweet or Facebook mention is significantly higher.

Adds transparency

A ticket management system gives you a better picture on which department in your company has the highest number of support requests. This allows you to wisely allocate your support resources.Through effective delegation of tasks, the issues could be addressed better and the time taken could be incrementally decreased.

Collaboration benefits

The collaboration in a ticket tracking system allows accessibility to multiple people who can work on issues and find better solutions quickly.

Ensures continuity

A collaborative CRM Ticket Management Software allows an easy takeover of tasks in case a team member leaves. It minimizes turnover issues regarding the tasks and duties. As the information is centralized, a replacement or a new employee can easily be trained to take over the tasks or assignments without affecting the outcome of the business.

A productive work environment needs clear flags to function effectively. The use of a collaborative ticket management software helps in addressing and responding to any customer requests or concerns raised by the own employees of the company.The software allows accessibility of data to all departments,which makes any customer query easy to address and also works in fine tuning the performance of the all the core departments of the business.

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Five non-intuitive lead generation best practices

A Sales CRM lets you test ideas and optimizing channels to discover the best possible option for your lead generation.

Whether its life or business, experience will teach you one fact – Common sense is generally overrated. The successful business people make decisions based on their choices and acquired business insights. By capitalizing on aspects that are not yet obvious, you will earn an early-bird advantage and useful insights.

In the beginning, you may think that you can run your business by making choices that are obviously better ones. But this can easily get confusing and blurred.

The same principles apply in the field of lead generation. If you are following the same best principles, you will be targeting and reaching-out to the same prospects the same time as competitors. This isn’t a strategy geared towards success.

In this article, we will discuss about the various possibilities of lead and Sales CRM tool in the marketplace.

Reach-out to prospects at the right time

When you receive a new lead, you might be tempted to reach-out to the prospect right away…

But this could appear as too desperate measure for most people. It will also appear like you have too much time at your hands. In the end, this becomes a turn-off for most people.

Instead of barging-in with a call at the start, you can start the interactions through an email. This usually paves the way for a conversation. This will make them familiar about your product, allowing your future approaches to be more welcome.

The online sales software can go beyond just collecting the contact details and capture the relevant customer intent.

At the first stage, you can collect all the different customer contact data and information. Afterwards, you can start managing your customer contact information on the fly.

Although i have suggested email as a marketing channel, you can alternatively choose between multiple channels. A Sales CRM lets you test ideas and optimizing channels to discover the best possible option for your lead generation.

Optimize the forms

It’s usual for businesses to have perfectly optimized home pages and landing pages, but their forms leave much to be desired. In this, you can use tools like Wufoo, CrazyEgg, formismo and Unbounce to optimize your forms.

Remove hindrances in reaching your sales Team

In most situations, the role of marketing departments ends with generating leads or lead contact. It’s the duty of the sales team to generate interest and convert those leads into prospect leads.

This is achieved through aligning different sales process and getting active feedback from the teams to qualify your leads.

By ensuring that your sales teams remain aligned with other processes, helps you generate more qualified leads.

An online sales software with call and chat integration is best suited to manage these functionalities.

Use Lead Management tools

As marketers, we’ll know that prospects are always there to go out and convert….

In this process, you can try to manage a large volume of leads through an API tool. You can use multiple tools such as FullContact, Clearbit, and Stack lead etc. Alternately, you can use comprehensive Sales management software like Kapture CRM. This helps you confidently manage the large volume of leads.

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How hotel sales software becomes indispensible in modern hospitality?

If you are hospitality service provider, your main target would be to fill the right booking spots and create a robust a booking pipeline. With the spiking maintenance and spiraling depreciation cost, you are essentially losing money if you aren’t hosting guest.

On the other hand, if you are able to maintain 80% booking rates, you can make sure that the entire rooster remains happy and satisfied. This will involve employees, agents and most importantly your customers.

The hotel sales software or hotel sales CRM goes beyond a reservation system to managing your incoming bookings. This helps you manage responsibilities and opportunities to get maximum conversions. It helps you actively take steps to increase your number of incoming bookings.

     Manage and consolidate all your bookings

  For a hotel, the core idea of any booking management is fill-up the most number of spots across the board. This can be achieved through a CRM for hotel management.

The hospitality industry needs to cater and serve a wide variety of industry. They are expected to reach and engage with prospects of diverse budgets and interests.

For example, your existing customer database, you can find a large proportion of deal hunters and coupon clippers. This trend holds true across the pricing packages and industry budgets.

A hospitality company is required to understand and cater to these different audience ranges.

You can almost convincingly state the customers at this pricing budget aren’t going to budge at the initial interaction. They would actually need and take time for comparison shopping and budget management.

Sales management software will help you collect the leads and manage them according to their specific needs and requirements. The sales CRM will give you adequate precision at the way to reach and engage with the prospects.

A complete sales CRM will let you manage hotel bookings from any device, anywhere…

     Managing seasonal Variations

  Among all the businesses, hospitality industry is one of the most vulnerable to the seasonal variations in the business. They may also need to incorporate the trends and fluctuations of their own industry. 

A hospitality service provider needs to understand the seasonal factors to manage pricing and packages.

A hotel booking system combines all the booking into a single dashboard. This helps you ensure that you are accurately track the demand for bookings across the board.

By hotel sales software, you can receive, manage and take hotel bookings from a single dashboard.

This helps you collect data across touch points, which later could be used to generate in-depth reports. You can use this data to decide on pricing and tailor custom packages.

In short, data consolidation helps you generate reports that give accurate insights.

A smart CRM system will dictate the workflow, detect requirements and create a system that optimally serves your visitors. This also helps you track the seasonal variations on a daily basis.

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Five sales management tips for sales managers

The sales management is looked upon enviously by sales reps and other employees. It seems like you get to take all the important decisions and feel like a superhero to run your organization on your back. This makes it a natural career trajectory to take their sales career to the next level. But the sales management career is also fraught with tremendous pressure and over dependence on high-techsales management software / sales CRM. All sales leaders need tips and framework to run an effective team without having to be overly aggressive or disrespectful. In this article, we will try to give a few tips that will improve the life of a sales manager and the role of a online sales software. Train your reps to be more productive It’s usual for sales managers to prompt their sales reps to push harder and spend more time on the road or phone. Instead, you can train them to be more productive. This usually takes the form of giving tips and frame work to improve productivity. As per research, it’s optimal when the sales manager spent 50% of a time on coaching. When sales rep receive three hours of additional coaching, it’s observed that their sales goals exceeded by 7%, revenue by 25%, and close rates by 70%. Turn your sales interactions more interactive than a shared excel sheet We all know that excel sheets can be sharp and poignant. But ultimately they are just meant to be a platter for sharing data. Rather than just comparing excel sheets to evaluate performances, you can evaluate the impact of each sales interactions. You can use a sales CRM tool to make this more effective. It’s usual for sales reps to spend more time maintaining spreadsheets than doing their job. They might want to ditch the spreadsheet in the trash and reach-out for real Sales management software. This will also be a great avenue for team building. Managing smart ownership Usually in every company, there is someone who is just used to talking much more than actually working. In the small and medium-sized businesses, it’s hard to manage ownership for smaller organizations. It’s obvious that accurate performance management can scale your productivity and profits. It’s true for organizations to understand this process and activity. A successful manager should see that smart ownership is maintained so that their employees have the right attitude to excel at their responsibilities. In short, employee ownership will make sure that the mission and the core strengths of their business remain intact. Developing win-win situations for employees Rather than frequent and stringent performance evaluation, regular face-to-face conversation will improve employee-manager relationships. This will also drive the company forward. This will in turn benefit both the business and to employees. According to experts, successful performance management comes down to ‘No-surprises’ and incentive system. This will lead to a win-win situation, not a “gotcha!” dichotomy. A sales management software can improve this situation. In addition, a well executed performance management program will drive the organization forward. It will benefit upcoming talent, get insights about training needs, shape current and future strategies etc…It will also help you make objective compensation and internal staffing decisions.

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Kapture Sales CRM can help your logistics business grow in a seamless way,the inter-relation between the transportation industry and the internet platform is an important aspect for everyone to comprehend.

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Artificial Intelligence has helped CRM become better, more productive, personalized and of course, smarter

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Multichannel marketing refers to the practice of communicating with customers using a combination of indirect and direct communication channels- website, emails, mobile, social media, retail stores, etc

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CRM is geared towards managing the sales leads and customer data, you can greatly increase efficiency, enhance performance, revenue and much more.

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Top 5 steps for creating an effective marketing plan for small business.