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If you want to succeed with your business, you need loyal customers and brand loyalty. Building customer relationships is critical, as is feedback. But you need to be able to balance what they want with giving into requests. This is where your CRM software comes into play. It helps you to build a complete customer profile that includes their feedback. It helps you to build a relationship with your customers. Marketing involves existing customers and new lead generation. Here we’ll focus on marketing to those existing customers and how your CRM can benefit you.

1. Word of Mouth – Candid Conversations
In our world today, most people spend at least part of their day on technology whether it’s their computer, tablet, or smartphone. When it comes to deciding what to buy or where to buy it word of mouth has always played an important role and it still does today, just in a somewhat different format called social media. This is also the fastest and most effective way to build trust with customers and prospects. It’s also known to give the highest ROI. This includes online reviews, recommendations, open questions and answers, feedback and more. These conversations and what you learn about your customers can be integrated into your CRM software.

2. Be Honest
One way that small business stands out over large businesses is that customers have an easier time talking to a real live human. That translates to a lot less of their valuable time used trying to get a response and the building of trust in their relationship with the company. Always be honest with your customer. Even when your customer is in the wrong, you can be respectful and kind in your response. Your CRM software helps you to see patterns that are established, such as customers that tend to complain often or who have phoned in with the same problem or complaint numerous time. 

But what does that have to do with marketing. Well, as you create marketing campaigns that target through social media, you will be asked questions about your product, and it is important that you answer these prospects in an honest manner as well. In addition, you need to be incorporating these questions and responses into your CRM database so that you can follow them through the pipeline and determine how long it is from the initial engagement until the second sale takes place. In some cases, this can be quite long. 

3. Keep Track of Your Customers and Prospects
Every conversation with a customer needs to be recorded and their CRM customer profile upgraded. All of this information is key to creating marketing campaigns that correctly target the desired audience. When a customer first purchases the initial information is recorded in the CRM database, but that profile needs to be continuously added to and built upon for marketing to be the most effective it can be.






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