In this episode, we will be joined by two established experts in the world of CRM and Marketing Automation. We have John Hill from Ucidity, Bernard Kassab's partner and Avon Collins from Relevate. They do CRM Marketing Automation, web hosting, and vertical integration through the tech piece. We will discuss digitising business and the best methods to take your brand forward.
There are a lot of great systems but using them makes it critical. Each individual has their personal questions and email. If you do not have a working system that reminds you of their individual needs, you will not be able to cater to your customers completely. Interacting with your customers more personally gives them the feeling that they are heard and getting through- think low global and act local.
Find a system that can remind and update you to ensure that nobody is forgotten. Having workflow automation where customers can source truthful answers can create that seamless transaction. Customers with no experience and knowledge will say this will be added work and hard. But when the system is set up, you will see that it can save a ton of time.
A system and the procedures and onboarding online will help make your business seamless and consistent. The key is to find extremely strong systems and manuals to back it up. It realises that not everyone in your team knows how to use new tools. That is why this is a critical step.
Businesses need to have a digital headquarters where it's born in the cloud. Most people accept the changes wherein you hear dogs, kids or something else in the background since people are expected to work in their homes. Everyone can access the digital headquarters. It needs to be robust as there will be heavy reliance on them. It must be easy to use with support mechanisms or a chat group where the current issue is discussed.
People want more privacy these days and what brands are working on is giving them the capability to know and agree on which website they will be signed out to. Say you are registered to a specific brand where you will have a unique login associated with your email.
So each time a customer goes to a partner's website and purchases a product, the first brand will have that information about that. It is another spin on that intelligence used by big companies such as Facebook and Google. It's a program that is called a customer data platform that aims to stitch together all the systems (SRM, ERP, Socials) and pull that back to central analytics, where you can manage those permissions. Users can unsubscribe to whatever is attached to it.
The evolution of digitalisation of today’s business is more accommodating to customers’ wishes and demands. It is not just on individual experience but also on B2B levels. The spin on intelligence will now be helpful for all end-users. It is an assurance of an exceptional customer experience.