Customer interactions and satisfaction are at the heart of any organisation. It is because it is the basic ingredient of the whole value chain system which finally generates the revenues and profits for the organisation. ERP for customer satisfaction is a great option for any company to opt for. Because these systems provide dedicated CRM in ERP. Customer interaction optimization with ERP allows companies to locate, guide, and turn the customer into satisfied, loyal, and repeat customers timely. CRM automation not only helps in avoiding manual work in the organisation but can also integrate and execute communications and interactions with customers.

According to Parsimony, around 47% of the companies have reported increased customer satisfaction after using ERP for customer relation management. It is, in fact, the best tool to streamline and execute customer relations management.

Improving Customer Interactions and Satisfaction through CRM in ERP

There are many points where customers connect to the company. Most of the time it is when a customer needs some information, and they are buying something from the company. This is when they start integrating with the company till they have received the product. After that post-purchase services start, for which CRM automation makes and executes the process easily.

Centralised Customer Information

As we all know, ERPs are the systems that provide centralised data of any department, and as well as the organisation as a whole. This feature also works well in the CRM. As compared to manual records of customers which is quite challenging to see and analyse at different places, CRM in ERP allows to see all the stomper data in one place.

This data provides a company’s number of insights. It gives an overview of the data. Also, companies can have a whole look at segmentation, preferences, interactions, purchase history, and other indicators. All data allows for improved customer relations and satisfaction by fostering personalised communication according to the varying nature of the customer.

Smooth Sales Process

ERP for customer satisfaction helps streamline the sales process. Manual sales processes can cause many inaccuracies, which results in many problems, especially inefficient inventory management. On the other hand, CRM in ERP can streamline the sales process, lead generation management, and opportunities to grab till the fulfilment of the order.

This CRM automation improves sales efficiency, fastens the sales cycle, and increases customer satisfaction. It is because it is in the mind of the customer that the company has been in touch through one point or another, from the lead till the order is fulfilled and post-purchase services have been completed.

Effective Customer Interaction and Communication

Manual customer interaction and communication can be complex and can be a great burden for employees to handle. When it is inefficient, it results in bad customer interactions and dissatisfaction. CRM in ERP improves customer interaction and communication in a way that requires minimum need of people to respond, ERP takes care of it by itself.

As CRM in ERP has features of communication integration such as email integration, customer segmentation, and automated notifications. Once the sales process has started, ERP can categorize the customers, communicate through email and other mediums, show personalised messages and notifications of order tracking and fulfilment process, can gather customer reviews and post-purchase questions and queries, resulting in nurturing better and more satisfied customer relationships.

Improved Customer Service and Support

Manual customer service and support can cause delays in issue resolution, and result in inconsistent support. CRM in ERP can not only receive customer feedback and queries, but also categories them, assign them to concerned departments, track them till these queries are resolved, and keep the customer updated about the progress of their queries and issues.

According to the saying, stitch in time saves nine, the ERP for customer satisfaction not only offers better customer support in time but also makes them repeat customers. Timely and smooth customer service and support build trust among the customers, which keeps them intact with the companies.

Better Cross-Department Integration

Manually, there is usually a customer services and support department in the organisation that deals with the interactions and gets the customers satisfied. However, the ERP for customer satisfaction allows cross-department integration like finance, marketing, sales, etc. This integration allows the departments to track and improve their respective KPIs for customer interactions and satisfaction.

Also, CRM in ERP, through this cross-department integration allows the departments to collaborate and craft the customer interaction and satisfaction strategy. Now they know what their role is, and which KPI is their to meet required customer satisfaction. In this way through collaboration companies offer efficient and effective customer interaction and satisfaction through ERPs for customer satisfaction.

In short, CRM in ERP is a basic tool for customer relation management for every organisation whether product-based or service-based. CRM automation with ERP allows the companies to improve customer interaction and satisfaction by having the customer’s data and preferences, guiding and notifying them from the information phase to order fulfilment, integrating departments, and solving queries in a streamlined manner resulting in no post-purchase dissonance.