Keep all your contact information centralizedĬontact information comes to you across many different channels, like social media, live chat, phone calls, your company website, face-to-face convos, web form capture, purchase records, and more. All this contributes to improved customer experience, reduced churn, and customer loyalty. They’ll have easy access to a centralized contact list, complete with detailed records of past cross-channel customer interactions, and receive task notifications and follow-up reminders. With all-in-one contact management, customer service agents can deliver better performance with less effort. This information will make a crucial difference when it comes to determining what product or service to offer them for cross-selling and up-selling, the tone of your next interaction, and how best to interact with similar customers later. Why use contact manager software? Save your customer interactionsĪutomatically log all your cross-channel communications with customers, so you’ll have a record to consult later. However, the overwhelming majority of CRM solutions incorporate contact management as a key component of their business suite. There are more full-featured CRM tools, handling leads, deals, and offering extended tools for project management, sales, marketing, and customer support. Contact management is also essential for ecommerce operations, where repeat customers spell the difference between a one-time deal and long-term customer value.Ī true CRM platform, meanwhile, is a more robust business software. In this context, contact relationship management can be seen as a kind of lightweight CRM with simpler, more linear functionality. Yet there are always more advanced contact management features.Ĭontact management solution tools are particularly favored by SMBs, where a team member or sales agent/manager takes on multiple roles for one contact. It provides the basic foundation (contact information) that you need to build up sales and marketing strategies and drive customer retention. In other words, it’s software to manage contacts, which is often an essential part of sales management. In a nutshell, a contact management platform is essentially an address book on steroids.
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