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23 Sep, 2022

Using CRM Software Development Services to Map Customer

To explain in simple terms, a customer journey map represents the different stages a customer goes through while interacting with your company. This will help you know the journey of the customer. Right from the start when they first contacted you till the formation of a long-term relationship. The mission behind customer mapping is to connect customers on a much more personal level and understand clearly what is working for them. Here is where CRM software development services come in handy.

There is no denying the fact that customers these days are more aware than before. They want a seamless experience and hassle-free services. Any customer would love to pick up from where they left off if they didn’t have to repeat themselves. This is where the achievement of customer journey mapping resides – effective services to improve customer satisfaction.

  • Did you know? 90% of consumers say that online reviews impact their buying decisions.
  • 83% of the customers need some customer support before they make their final buying decision.
  • 86% of the senior-level marketers believe they should have proper customer journey mapping.
  • 91% of consumers check their email on their smartphones once a day.
  • 67% of the buyer’s journey is digital
  • 66% of the smartphone users searched for the products online that they saw on their phones or TV commercials

When using CRM software development services for customer journey mapping, let us divide the different stages of a customer journey.

1. Awareness

This is when the customer has just realized the desire to buy a product or choose a service. However, they are still not sure yet. Thus, they will need much more information on the product or service. An effective SEO strategy is used to attract the attention of the customers. You must make the customers feel that this is the product that they want/need. This is the beginner stage. Therefore, any information should be neutral and limited to sales jargon.

You can deliver contents that include the following:

  • Ebooks
  • Checklist
  • How-to-Videos
  • Whitepaper
  • E-guides
  • Industry Research Reports

You can use CRM software development services to measure and analyse incoming traffic. Not only that, but it will also help you to attract more leads to your website.

2. Consideration

This is the next stage in customer journey mapping. The customer has already completed their research on a particular product/service. In this stage, a customer’s primary step is checking the online reviews where they compare your product with others. This is also the time when customers reach out for more information.

This is the stage where you will offer vital information for helping prospective buyers to make the best decision. However, most of the time, it is the consideration stage where the customer might reach for additional information by calling the number offered on the website, reaching out to customer support executives through emails, and filling out the enquiry forms.

In this stage, you must deliver the following:

  • Demo video
  • FAQ
  • Product webinar
  • Case study

The success of this stage will depend on how you materialize the leads. A CRM software development service will not only create a unified platform for all the leads with information and record the reactions they made. It will also create tailored marketing campaigns for prospective customers to retain their interest.

3. Purchase/Sale

This is the third stage when the customer makes the purchase. By this time, your customer has already done all the necessary research and is well informed about the services/product. This is the stage where the buyer reviews matter. The potential buyers want to know in detail about the opinion of the previous buyers. In this stage, your job is to justify “why should they choose you?”.

The buyer needs to know about the following:

  • Customer reviews
  • Coupon
  • Free Demo
  • Case studies

When you opt for custom CRM software development services, you can automate the deal tracking and nurture the sales deals with SMS, emails, and calls from the CRM itself. However, ensure not to overexert the sales staff with repetitive chores like manual deal tracking.

4. Service

This is the stage where the customer buys the product/service. However, they don’t just buy a product. They want a seamless after-sales service and customer experience as well. The objective is to offer them an excellent customer experience that helps build a long-lasting relationship with them. The content that you need to deliver at this stage includes:

  • Feedbacks
  • How-tos about the product
  • Follow up calls

5. Loyalty

This is the final stage of the customer journey and possibly the hardest one to achieve. Most companies will believe that creating a sale is the end goal, but that’s not the case. Did you know? Acquiring a new customer is 7X more costly than retaining the existing one. In addition, it is not easy to create a feeling of trust in prospective customers and then turn them into buyers.

CRM software development

Thus, once you gain the trust, you need to pull all the strings to maintain it. If things are done rightly, these customers will turn your brand’s voice. They will say nice things about your company and refer you to their friends and family. Thus, they will create a strong word-of-mouth advertisement free of cost. In this stage, you need to share the following with your customers:

  • Surveys
  • Request Testimonials
  • Coupons

It is not easy to create happy customers. However, with the help of custom CRM software development services, you can analyze the customer service efforts that will build your reputation and make you loyal customers.

In Conclusion

Mapping the customer journey is the pulse of every business. This will help you with your business in different ways. Thus, you need a CRM software development services company to prioritize your customers. If you can offer a great customer experience, it will lead to more revenue and customer loyalty. On the other hand, ignoring the importance of your customer journey mapping will harm your business. Therefore, it is not a viable option.

The customer journey map comes with a lot of advantages. When you create a seamless experience for your customers, you can understand the customer’s behavior much better. Therefore, you can adequately focus on every channel using real data and much more personalized services. It will help to improve ROI and sales cycles exponentially. This is only possible when you implement a custom CRM system. If you are still unsure why you need to opt for custom CRM software development services, get in touch with us today, and give us a chance to explain.