Tag: Technology

CTOs Leverage Technology to Focus on Customer Success
Salesforce

How CTOs Leverage Technology to Focus on Customer Success

The success of any sales & marketing plan depends heavily on customer engagement achieved through it. Engaged customers are loyal to your business, and they are perhaps the most significant influencers who help you acquire more customers through their positive word-of-mouth. 

When happy customers bring more customers, the interactions are feel-good. These interactions help boost customer satisfaction while reducing churn. Engaged customers are an asset to any business as they help offset new customer acquisition costs, which is 25x higher than retaining the existing ones. 

Customer engagement is as meaningful as customer acquisition, indeed! While helping you boost sales conversion, customer engagement can help you get more qualified leads as well.

The ultimate goal of sales teams is to sell and keep the company’s revenue on an upward trajectory. Considering customer acquisition their highest priority, sales professionals tend to spend most of their time and efforts on this. Conversely, businesses aren’t entirely excited about acquiring new customers only and want to have more loyal clients that return to their business.

Online research indicates that engaged customers spend at least 30% more on subsequent purchases than new customers. 

 

Benefits of customer retention for any business include:

 

Benefits of customer retention for any business

How to Boost Customer Retention?

 

We all know how important it is to achieve greater customer engagement. But “how to achieve it” remains a question for most of us! With digital e-commerce platforms completely transforming how customer interactions were done so far, it becomes essential for the CTOs to devise strategies that help them get these digital platforms – SMS, chatbots, online stores, and more. 

 

Here’re the quick tips for customer retention:

 

  • Power up your business with AI. Chatbots are a tremendous AI-powered tool that helps boost engagement by being available for customer queries 24/7.

 

  • Be available across all channels customers can look you up for! And these include all social and digital platforms where your competitors are also present.

 

  • Set expectations that are realistic and deliverable! Don’t put too much stress on your sales team for achieving an unrealistic target! It may backfire!

 

  • Ensure that consumer journeys are seamless. Modern customers don’t want to spend time deciding how your website works? Focus on UI & UX!

 

  • Use available client data to deliver a great experience to each of your valued customers.

 

  • Pay attention to customer service as that has a lasting impact in ensuring more excellent customer retention.

 

  • Make use of apps as most customers prefer apps to websites when shopping online, as per various online reports.

 

How Can Salesforce Technology Help Boost Customer Retention and Success?

 

Salesforce has been helping countless businesses achieve more excellent customer acquisition for years. Now you can use it for boosting customer retention as well! Salesforce helps streamline all your integrations to facilitate the creation of a lucid data-funnel through the sales, marketing, and customer support teams. 

 

How Can Salesforce Technology Help Boost Customer Retention and Success 

 

Let’s quickly discuss the best ways through which CTOs can leverage the powerful Salesforce technology for focusing on customer success!

 

Centralized Customer Data

In modern times, business success depends heavily on customer data, which keeps the system up and running. Salesforce helps centralize all data sources in one place – including customer communications via VOIP systems, emails, notes, and other channels. With the power of data in your hands, your sales & marketing teams can make better and informed decisions, meet their revenue targets, and strengthen long-term relationships with customers. Centralized data is more reliable and easily accessible when needed.

 

Personalization 

Stop bombarding your valued customers and business prospects with emails as part of your blast campaign! That won’t work anymore! Personalized messages can help you get your news across just as you want! Thanks to Salesforce’s personalized communication system, businesses can send customized emails, forms, and messages that eventually direct the customers to specific pages (landing pages). 

 

Track Customer Data

As discussed above, data is the backbone of modern businesses, without which it is virtually impossible to create and implement any marketing play. Customer data reveals a lot about them – their location, places visited, things they like, their workplace, and more. Using this information, businesses can respond better to their customers’ needs. Salesforce can help you track your customer data in real-time. 

CTOs can have their marketing data connected with Salesforce to avoid abandoned carts. Salesforce technology empowers businesses to keep a watch on the landing pages that attract maximum customers, making it easier to follow customers’ purchase journey and make informed decisions.

 

 

Re-Engage Customers

Marketing and sales teams find it hard to keep the inactive customers engaged because they do not respond to their emails, calls, and messages. As a result, even the best sales pitches remain ineffective. Most of the sales reps end up abandoning such clients. But with Salesforce, you can be sure that even the most inactive customer is kept connected.  

 

Conclusion

Customer retention is the key to business success, and Salesforce helps businesses harness the power of customer data for increased customer retention. By making judicious use of the customer data and having Salesforce technology in place for creating and implementing strategies that facilitate customer acquisition and retention, CTOs can make way for augmented ROI and revenues for their company. Other than the benefits discussed above, Salesforce helps sales officers understand why customers leave their brand/products/business; merge customer retention and services to deliver an enhanced customer experience. CEPTES is a Salesforce Silver consulting partner who can help you to accelerate the business value of your Salesforce.com investment through consultation, innovation, and digitization. If you want to grow your business, connect with us or schedule a demo.

Salesforce, Salesforce Consulting, Salesforce Service Cloud, Service Cloud

3 Ways Salesforce is Transforming The Hi-Tech Industry

Hi-Tech is one of the highly competitive industry and has witnessed an enormous transformation in the past several years. To remain competitive, technology service providers must offer innovative solutions with short product life cycles. As Hi-Tech companies usually operate in a global environment and often address very specific business needs, they are expected to deliver a higher state of customer support. In today’s era of higher customer demands, High-Tech service providers can’t afford to use mediocre processes and poorly integrated systems. 

As technology continues to grow and advance, automating various business processes are essential. To offer personalized solutions and drive higher customer engagements, Hi-Tech companies must implement an integrated digital platform to obtain a complete view of their customers. Salesforce has been the first choice CRM for most of the leading Hi-Tech companies – and here at CEPTES, we have been helping technology service providers in Salesforce implementation to accelerate business growth.

A 360-degree customer view: Unifying the customer experience 

Hi-Tech service providers can leverage Salesforce to achieve a 360-degree  customer view. This allows them to deliver a highly personalized experience. One centralized system will efficiently manage the entire customer life cycle including invoice, renewal, support, communication, etc. everything from one place. This will save time spent on multiple systems and enable the service providers to deliver a unified cross-channel customer experience. A 360-degree customer view will supercharge sales teams. 

Often technology service providers grapple to engage their customers because of siloed systems. Salesforce offers seamless integration with external systems and tools that leads to a powerful integrated system and deliver smarter services and customer experience. 

ALSO READ: Salesforce for Manufacturing: How to grow faster in the 4th Industrial Revolution?

Omni-channel customer service with a connected workforce

Salesforce’s Service Cloud empowers Hi-Tech field service agents to access and update customer data on the go. The integration of Service Cloud and Einstein Analytics make customer service highly efficient. Hi-Tech service agents can have an integrated mobile, live chat, email, and web self-service access to deliver seamless customer service from anywhere. Cases can be closed faster with automation and AI, fast & intelligent self-service can be offered, and future needs can be predicted to keep the conversation flowing. Hi-Tech companies can offer real-time chat support to their customers using the Salesforce platform. 

Deliver faster results with higher customer engagement

Customer engagement ratio is very quiet in the Hi-Tech industry and Salesforce is efficiently addressing this challenge with it’s Marketing Cloud platform. With a 360-degree customer view, marketers can compile customer data and create segments to run personalized marketing campaigns. It is very important for the Hi-Tech industry to segment their customers as they operate on a global scale with a lot of data. 

Two-way real-time customer engagement can be created and each individual customer journey can be personalized. Marketing campaigns can be evaluated across all digital channels leveraging AI and Google Analytics 360. Either you offer B2B or B2C technological solutions, you can embrace Salesforce offered integrated digital marketing platform to unify data sources, segment customers, personalize engagements, and evaluate campaign effectiveness.

CEPTES Offerings for Hi-Tech Companies

We bring our decades of Hi-Tech industry experience and Salesforce domain expertise to your projects and our offerings for High-Tech industry include implementing, integrating, and enhancing Sales Cloud, Service Cloud, Marketing Cloud, Community Cloud, Salesforce Analytics, Pardot, Einstein Analytics. Contact us to know more about how our Salesforce offerings for Hi-Tech companies can help you deliver a whole new level of customer experience and accelerate sales growth. 

Explore our Salesforce solutions.

Awards

CEPTES Named in “20 Most Recommended Technology Startups for Industries 2018” by CIO Insider

India’s leading technology magazine ‘CIO Insider‘ has named CEPTES in their September 2018 edition, in the list of ”20 Most Recommended Technology Startups for Industries 2018″. CIO Insider is a platform which connects the best-in-class technology product and solution providers to the CIOs for enterprise technology-related information, resources and best practices.

As a Salesforce technology-focused solution and service provider, CEPTES has been offering enterprise solutions to multiple industries. Our flagship product DataArchiva, which is a Salesforce native data archiving solution has grasped the attention of many industry leaders. As a notably innovative application, DataArchiva has successfully saved 80%+ Salesforce data storage cost and significantly enhanced application performance.  

In their article on CEPTES, CIO Insider has described how CEPTES is leveraging the next-gen progressive Salesforce technologies to develop highly competent products and customized solutions. Highlighting our products DataArchiva, XfilesPro, and Encryptik, they also explained why CEPTES is the most trusted Salesforce integration solution provider after successfully delivering 50+ integration projects globally. The article highlighted DataArchiva which shows the impact of the application on the market.

Talking on CEPTES’s inclusion in the list of 20 most recommended technology start-ups for industries in 2018, CEPTES’s co-founder Mr.Priya Ranjan Panigrahy said “I am delighted with this news and this came at the right time. We are heading towards Dreamforce, where we will present DataArchiva and this recognition is definitely a morale booster. The entire CEPTES team is highly skilled and they work towards a single goal. What makes us different is, we work towards offering solutions which actually address customer pain points and add business value.”

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