80% of customers leave after one negative experience and 72% of buying experiences are related to how consumers feel about how the business treats them. While those statistics are somewhat expected, it’s appalling to find that 85% of businesses believe they offer excellent customer experience yet, only 8% of their customers actually support those claims. It’s a huge gap –and fortunately one that can be successfully bridged by using customer relationship management tools (CRM).
CRM centralizes customer data that businesses can use to improve customer relationships. Other than that, it saves small businesses the time, effort, as well as inaccuracies that come with saving customer data on Excel spreadsheets. It also improves business scalability, shareability and provides vital customer insights.