Set four goals to achieve customer relationship success in 2024!


As 2024 quickly approaches it seems a perfect moment to take a closer look at your customer relationship management processes and set some goals for the new year.

Why not define a few targets now, so that you can actively monitor your progress and measure your success in your ongoing relationships with customers in 2024?

1. Plan strategically

Don’t just take your CRM for granted. It is important to think carefully about the reasons you set up the customer contact software in the first place, and analyze whether or not it really fulfills your customer relationship management goals. If you already have a customer database strategy in place, now is the moment to revisit it and ensure that you are following the plan according to pre-set targets.

If you don’t have a customer database management strategy in place, then 2024 is definitely the year to develop a plan! With a well-thought-out strategy you can identify contact management issues and create achievable solutions.

Some things to consider when developing your contact database strategy include:

– Finding the best means to handle your contact addresses efficiently; that could be a straightforward off-the-shelf CRM solution, or perhaps your organization is ready to move up to a customized, Enterprise version of contact data management software, such as that offered by Contact Boss.

– Setting a schedule to analyze customer interaction and retention. Why not set aside a day per month to work with your team to carefully review trends and patterns of customer behaviour.

– Identifying individual team responsibilities when it comes to managing that oh-so-valuable customer data. Make sure that you are not duplicating efforts, but also check that everyone is comfortable using your client database tool, and arrange for training and refresher courses if not.

2. Find out what your customers want (and respond to them)

Central to the purpose of any client database software is keeping your customers happy. Fortunately, the best software to track clients will provide you with plenty of information and detail on touch points, customer preferences and behaviours. A satisfied customer is usually a long-term customer and using your client database software effectively will allow you to do just that, satisfy customers, according to their wishes and needs.

The insights gained via your client management software are invaluable. Ensure that all relevant sections of your organization can access the customer contact database, and that sales and marketing teams work effectively together to capitalize on the contact data. The affordable contact manager software, Contact Boss, for example, has an excellent system for managing access and tracking staff tasks and interaction with the company CRM.

Brands with superior customer experience bring in 5.7 times more revenue than competitors. An effective customer management system will provide detailed understanding of your customers’ life cycle, and allow you to optimize and automate tedious follow-up tasks according to target segments or behaviours.

Make sure your client relationship management software allows for organizing and grouping your contact database in buckets that are meaningful to your company’s priorities.

3. Measure your successes against your target KPIs

Just because you created a top-notch client data management strategy doesn’t mean you can set it on a shelf and leave it there. Be sure that you build in a schedule to check your contact management strategy regularly and build in metrics that can be easily evaluated. You want to understand your successes and be ready to share them with the rest of the company!

Proper analysis of your CRM results will not only allow you to attract positive attention to your efforts, but will also give you useful information for planning the next sales and marketing campaigns. For example, if you are worried about customer retention, you should look at turnover rate.

If we agree that our customers are at the heart of our business, then the more we know about them and the better we serve them, the greater success will be ours! Use your CRM wisely to determine most productive sales periods, most effective campaigns, most useful sales techniques and so on.

4. Use contact data to forecast trends

Don’t we all wish we had a crystal ball that would let us foresee the future! It is very possible that customer contact data is lurking within your customer management software that could indicate shifts in client behaviours or new patterns of responding to campaigns. If you have a basic model contact data management system, now might be the time to inquire about customization. An Enterprise level CRM software might provide further insights and in-depth analysis, specific to your industry or company situation. As we well know, the world of marketing is constantly changing, and it is quite likely that your CRM can provide valuable information about customer preferences and attitudes.

The past few years have been challenging for almost every business sector. Now, with sales improving, attitudes brightening, and new and better data management tools at your fingertips, is not the moment to sit back and enjoy an upswing in sales – rather, it is the perfect opportunity to take a very careful look at past successes in terms of customer data management, possible downfalls in previous client contact, and especially identify opportunities through effective use of your customer relationship software!


About Author

A consummate communicator, Carol Horne has undertaken a variety of content creation projects over the past few decades. She supplied, assigned and edited copy for the majority of Tourism PEI’s consumer content. She led the marketing team at Confederation Centre where she developed marketing and communications strategies to enhance awareness and generate revenue for the theatre, gallery, restaurant and gift shop. In her role as Chief Marketing Officer she oversaw the development and execution of marketing, graphic design, social media, communications and PR, sales, development and guest services activity plans. As manager of the Canadian Tourism Commission’s online media centre and the US consumer E-Newsletter she was in charge of creating and curating Canada’s tourism promotion content.

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