A CRM (customer relationship management) platform is a vital centerpiece to your business.
Why? In our digital age, the business that builds relationships is the one that succeeds. The best way for you to set yourself apart from the competition is by using your CRM to interact with your customers.
And, when it comes to meeting the needs of your customers and providing the best products and services, you have to know what they want. One way to learn about their needs is through surveys.
So, instead of leaving your survey results out there on their own, you can send the information to your CRM.
In this article, we look at five reasons to integrate survey results into your CRM. When you do this, you can add this info to your CRM to enhance the service you provide your customers.
First, let’s look at customer feedback.
Why Feedback is Important
Before we get into the importance of integration, we want to discuss why surveys are so important to the customer service experience you provide your customers.
Feedback is vital to understanding the desires of your customers and to learn how they feel about you. It’s nearly impossible to improve your customer experience if you don’t ask people what they think.
Asking for input means you can take action quickly.
Because feedback is so important to your success, it doesn’t help you to keep it outside of your CRM. Enhancing the customer experience means seeing the big picture, and that’s best done through integration.
Now let’s discuss why you should integrate your survey results into your CRM.
#1: You Get Immediate Feedback
Integrating your survey into your CRM software gives you more power to convert leads into customers.
For example, if someone contacts you through your website, you can set up an automatic survey to learn more about them. Once you get this feedback, you can qualify the lead based on their survey responses.
#2: You Get to Know Your Customers
Let’s say you use a survey platform like Survey Town, and you have a CRM. If you integrate them, you have access to all of your customers’ information in one place.
For example, you may have a website lead, Bob Smith. You have the info he requested on your contact form. He may have even made a purchase from you, and that information is in your CRM.
You sent out a survey last week, and Bob Smith completed it. Because you have an integrated system, you can see his data in your CRM and use it with the other data to reach out to him and provide him with just what he’s looking for.
Or, conversely, if he hasn’t made a purchase yet, you can send him a survey to learn more about his needs.
#3: Provide Better Customer Service
Your customer just purchased several items from you. Then, you wait about two weeks, and you send them a survey to get their feedback on your products/services.
The survey responses land in your CRM, and you have all the information you need to reach out. This is especially helpful if the comments are negative.
By having this leverage, you may keep bad reviews off social media and Google because you can respond faster.
An integrated system lets you respond to negative experiences and provide immediate solutions which is a win-win for everyone.
#4: You Reach Qualified People
You can use your CRM data to conduct better surveys. For example, if you send a survey on its own, you may not have a way to tie it to a person. But, if you integrate your CRM, you have a better chance of reaching qualified people who give you great feedback.
Customer feedback surveys and customer relationship management systems are uniquely intertwined.
They pack a powerful one-two punch when it comes to building customer relationships and improving their satisfaction.
#5: You Get Your Staff Involved
Another benefit to integrating your survey results and your CRM is the help it provides your employees.
This integration gives your team members the ability to handle leads in a more informed way which in turn helps them convert more of these leads into paying customers.
If closing sales is your goal, integrating your survey results into your CRM is a must-do.
Improve Your Systems
We’ve looked at some ways this integration helps with your customers, but let’s also look at how it helps your business.
When you tie the two together, you simplify your processes. Everything lands in one place, and you aren’t spending time importing lists or manually sending out survey emails. Your integrated feedback and CRM solution does all of this for you.
When you can see your survey results along with the purchases and contacts each customer has had with your business, you have more insight into what works and what doesn’t. (tweet this)
This also helps your sales team and your customer service team because all of the info is in one place.
Marketing in today’s digital climate is all about the customer. You want to get them the right information at the right time, and you want to make sure you’re meeting their needs.
To do this, you may already be sending surveys which is terrific. Increase the power of your surveys by integrating them with your customer relationship management system.
By integrating, you’re also streamlining your systems. This makes your data work harder and allows you to build strong customer relationships.
Combining your survey feedback and your CRM helps you personalize your customer messaging and your marketing targeting.
You can send custom surveys that are tailored to happy as well as unhappy customers, again enhancing the relationship.
Bottom line – your goal is connecting your target audience with your products and services. To do this you not only have to know what they want, but you have to build a relationship.
Integrating your survey results into your CRM helps you connect everything together so you can grow a strong business.
Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.
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