Customer management is important as well as difficult. It is like a double-edged sword. For customer relationship management, businesses have been using tools to automate it to make it steady and personalised. As CRM in ERP is a great example of customer interaction optimisation and automation. It’s automation allows companies to make their customer relationship management ideal, and provide personalised treatment and communication to customers.

This ERP for customer satisfaction results in customers who have trust in the businesses. These are the customers that spread good word of mouth about business and are the repeat customers as well. This practice of implementing CRM automation and personalization has been going on for a long time. As according to Exploding Topics, 10% of the customer’s journey is already automated.

Personalization and Automation of Customer Interactions using ERP

ERPs in organisations are like a revolution in the company. These systems can set new tones and best practices in all the departments. The same goes for customer relation management, these ERPs now offer fully developed CRM systems that automate the customers’ interactions.

Automating customer relations management can get the business a lot of benefits. There will be no delays, and there will be no or less dissatisfied customers.

Allowing Segmentation of Audience

ERPs can create and manage centralised databases. When there is CRM in ERP, this creates a database of customers. Businesses can see and analyse what customers they have, how lead generation is going to work, and what to do in the future.

CRM in ERP allows businesses to segment their audience. This segmentation can be based on multiple factors. After segmenting the customers based on their behavior and their attitude towards the company. Then businesses can craft a strategy for content.

Once categorizing the audience through CRM automation, the priorities can be set. These ERPs allow the companies to set the priorities of who to serve first, and how to serve. In this way, the customers get personalize treatment based on which value they bring to the company.

Integration of Communication Tools

CRM in ERP offers a great opportunity to integrate communication with RM. This saves the company from much burden. Furthermore, automating the communication provides personalised interaction as most of the time the CRM is manually inefficient because companies are not able to communicate with customers.

ERP for customer satisfaction automates it. As ERPs can track all the orders and delivery, these systems can send emails, notifications, updates, and alerts to the customer about their orders. Through this personalised communication, customer does not need to contact again and burden the company.

Also, for post-purchase questions, queries, and complaints, the ERPs can categorise the queries, guide the customers, and keep them updated about their issue resolution. This customer interaction optimization gives a great personal touch to customer interaction with the company.

Customised and Personalized Marketing

As CRM in ERPs allows the companies to segment the audience, the businesses can simply keep the customer updated about their new offers, updates, new arrivals, and then they go for targeted personalised marketing. This personalization of marketing is only possible through ERP customer satisfaction solutions.

This personalised marketing through CRM is great for customer interaction and retention. It is because customers feel touched when there is an email, message, or notification with their name or have an offer, or a product, or service as per their behaviour. These messages surely get converted and create a win-win situation for both the customer and the company.

Smooth and Personalized Sales Process

The first interaction of the customer with the company is usually for a product or service search or for buying anything. It is the time when a business needs to make the interaction automated and personalised. CRM automation allows businesses to automate customer interaction by guiding them through Chatbots, which can help and guide the customers to their required products or services.

After the purchase has been done, due to communication, sales, and CRM integration businesses can communicate and update the customer with notification and tracking of their purchase. Also, post-purchase queries are addressed through CRM.

This whole process from start to end, makes the customer feel like they have a personalised interaction with them. This practice keeps the businesses getting repeated and retained customers over the period.

In short, the CRM in ERP gets the businesses personalised and automated interaction with customers. From the start of the interaction cycle (purchase or search query), to the post-purchase questions and queries, the CRM automation can handle the process by segmenting, communicating, and smoothening the sales process.