What would a business be without its customer relationships? The answer is simple — unsuccessful. Companies in the United States are losing $62 billion a year owing to poor customer service, a number that has ballooned over the years. The same research shows that one of the biggest reasons customers switch companies is because they feel unappreciated. It’s clear that strong customer relationship management (CRM) is key. A customer management ERP puts CRM in your hands.
By taking every opportunity to interact positively with your customers, at each touchpoint in sales, marketing, customer service, and support, your discrete manufacturing business uses customer interaction to its fullest advantage. Instead of losing money because of poor customer service, you will be making money thanks to carefully cultivated loyalty.
What is Customer Relationship Management?
CRM uses data about your current customers, past customers, and prospective leads to improve your relationships and interactions with clients. It gives you intelligent information about your target audience, so whenever you’re engaging with a client, you know what they want and need. The goal of CRM is to retain customers and drive sales growth. It also allows for automation and smart analysis in sales, marketing, and customer service.
The Importance of CRM in Discrete Manufacturing
Discrete manufacturing is an industry that is reliant on strong customer relationships. With customer retention, alongside new business through referrals and networking, your manufacturing business has a competitive advantage. If your relationships are not strong, however, you risk losing business to competitors no matter how good the rest of your work may be.
At the same time, discrete manufacturing is an industry that is busy, and evolving rapidly. It might feel like a challenge to stay in regular communication with your customers. Finding a way to use your customer relationships to make business decisions is even more of a challenge if that’s the case.
A customer management ERP streamlines every aspect of your client communications and decisions, so you can meet your goals while remaining reliable and responsive with your clients. No matter what changes or challenges the industry throws at you, with a customer management ERP in your toolbox you can keep that competitive edge and stay on top.
CloudSuite’s CRM Capabilities
Infor CloudSuite is an excellent customer management ERP. It is packed with every feature your company needs to make the most of your customer interactions and track client data.
CloudSuite’s CRM capabilities begin with rich customer profiles. Every time you interact with a client, you will have detailed information and history at your fingertips. Sales productivity tools, proactive alerts, and easy mobile installation and interaction turn those profiles into data that works for you.
Of course, customer management is just one part of a thriving business. CloudSuite’s customer management ERP also integrates with other Infor ERP systems and additional software, so your customer information and interactions follow you wherever needed.