Why modern CRM can be the key to delighting your customers and scaling your business

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The business world is undergoing the most dramatic transformation we’ve seen in decades, moving rapidly towards digital and making some businesses unprepared. At the same time, the customer experience (CX) bar has been raised and buyers increasingly expect it to be easier to buy, engage and service from businesses.

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Customers have the question: If the business I was interacting with offers a great digital experience during lockdown, why won’t they be able to sustain it in a post-pandemic world? For them, being pleased is of no added value to their experience as your customer; This is the inner foundation upon which your relationship is built.

Companies most constrained by a focus on the digital experience have seen unparalleled growth; However, there are potentially catastrophic risks for companies that are unwilling to rethink their digital experiences.


Processes and operations are not fit for scale due to the 2020 survival mindset. As CX has become more complex, most companies have brought in a patchwork of different technologies from a variety of sources, each with an entirely different underlying technology stack: a CRM to manage customer data, a website to build and marketing. A Customer Management System (CMS) for automation to enhance efforts. When two completely different systems are bundled together, the burden of making them work as one is passed on to the customer. This route is holding companies back, slowing them down and depriving them of a full customer approach.

To scale without adding complexity, businesses need better data that provides insight into each customer’s experience and actionable insights across all touchpoints for a seamless and relevant experience. But how do you accomplish this? You may think of CRM, but maybe not as you know it today.

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According to HubSpot, the leading CRM platform for growing businesses, today’s businesses need a powerful and easy-to-use CRM platform that enables customer-facing teams to reach a “single point of customer truth,” into which they can all feed into – and crucially, remove friction in interacting with customers, giving insight into their unique journey and leading to actionable insights for a seamless experience. HubSpot also urges businesses to start thinking of a CMS as part of a CRM because of how tightly connected the customer experience is to websites today. If the customer experience bar has risen, so should their digital experience

However, there appears to be a tremendous gap between the aspirations of businesses to please today’s demanding customers and the technology stack at their fingertips. According to HubSpot research, 50 percent of business leaders say their CRM is difficult to use and 76 percent report that their team doesn’t use most of their CRM tools. Even more worrying, 47 percent believe their software is unable to help them meet their business goals over the next three years. What’s the point of having a “strong” CRM if you’re not fully taking advantage of its benefits?

On this front, HubSpot has made a conscious decision to invest in its own product team, creating a modern CRM platform that is fundamentally built with customer experience in mind so that its customers benefit from software that Be united, adaptable and empowered. HubSpot’s powerful and easy-to-use CRM platform has been carefully designed in-house, complemented with hundreds of apps and tools that can be integrated out of the box and which together form the building blocks of the user experience. work. From small start-ups to iconic brands like Revolt, Skyscanner, TikTok and WWF, HubSpot helps front office teams deepen relationships with prospects and customers and deliver best-in-class experiences.

We all know that having a good product is not enough. Today, you need to create a customer experience that is 10x better than the competition. People shop from companies that offer incredible end-to-end experiences, not just incredible products. Brands need to prove that they can truly enrich their customers’ digital experiences amid a turning point in history where ease of comfort is more important to our daily lives.

If your business wants to kickstart its post-pandemic life, get involved with HubSpot CRM Could be what you need.

basically . Published on business reporter

Credit: www.independent.co.uk /

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