The 7 C’s of customer relationship management are customer centricity, company culture, customer experience, customer data, customer journey, consumer experience, and consumer expectation.
Continue reading to know more about the topic.
What exactly is customer relationship management? It’s a marketing strategy that can increase profits and grow revenue. By building strong relationships with customers, businesses can grow exponentially.
The 7 C’s of Customer Relationship Management
This is the idea that being dogmatic about your customers will bring you success.
It’s about putting customers at the center of your business and making every decision with their best interest in mind.
Company culture is the personality of your business. This includes how employees interact with customers, how leaders treat employees, and how you behave as a brand towards customers.
This includes everything from the first time a customer hears about you to the time they engage in your product or service to after they have left an interaction with you.
It’s important that your customer experience be memorable and pleasant throughout each step of the process.
How do you know if your customer experience is good? Collect data!
Using data, marketers can measure statistics like conversion rates, retention rates, average spending amounts, and more. Then, they can use this data to improve their customer experience.
The customer journey refers to all the touchpoints along a person’s path to becoming a customer and then eventually, a loyal customer.
During this journey, there are several steps that need to be met in order for someone to become a repeat customer and advocate for your company.
The consumer experience is what people remember about interacting with your brand after their first purchase or interaction has ended.
It’s how they feel about your brand after doing business with you and how likely they are to buy from you again in the future.
Consumer expectations are what consumers think about when considering interacting with you or buying from you again.
For example, when someone thinks about buying, they expect fast shipping and free shipping options. Maybe you have built up consumer expectations over time by providing those services consistently.
The Value of CRM in Today’s Businesses
Let’s face it. Many businesses are still caught up by the idea that customer relationship management is unnecessary.
They think that it’s an overhyped and overpriced strategy that doesn’t really help their bottom line.
However, that couldn’t be further from the truth. In fact, CRM can be the difference between a business thriving or floundering.
Businesses that have used customer relationship management to their fullest potential have seen incredible growth in profits and revenue.
By following the seven C’s of customer relationship management, companies have increased their sales by 25% on average.
Why? Because they’ve focused on their customers. They’ve made it a priority to learn about their customers and what they want, what they expect, and how they want to interact with their business.
Then, businesses use this data to improve their customer experience over time so they can attract new customers and keep their existing ones happy.
This is because customer relationship management is a strategy for everybody! It doesn’t matter how big your company is or how small – you can use CRM to improve your bottom line!