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How B2B Companies can focus on Improving Customer Experience Remotely?

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How B2B Companies can focus on Improving Customer Experience Remotely?
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With remote working becoming an integral part of our lives amidst the COVID-19 outbreak, businesses cannot think of operating without online CRM. This is because it enables them to boost the buying and selling experience of their customers. It also allows them to go a step further by guiding clients instead of reducing it to an order taking exercise. This article talks in length about how online CRM can help B2B companies improve customer experience in remote working scenarios.

1. Improved business intelligence

Businesses make massive purchases – both in terms of volume and value. Online CRM records important data such as a business’s past purchase history, trends in buying, customized pricing structure, etc. This helps remote working salespeople to gather critical data and get a 360-degree view of the client before arranging a formal meeting. It enables them to prepare a sales strategy and find upsell and cross-sell opportunities.


2. More time to cement relationships

Online CRM takes care of two things:

  • It enables businesses to make simple transactions on their own without the need for sales agents.
  • It creates a self-service environment where businesses can manage a lot of administrative work without the supervision of a sales agent.

The points mentioned above free up remote working sales agents to focus on finding new customers and strengthening relationships with the existing ones.

3. Data-driven decision making

Online CRM comes with a built-in metric to accurately determine the best-qualified leads based on past interactions and purchase behavior. This feature is commonly referred to as predictive lead scoring. It classifies businesses in different categories by grading them on a scale of 1-10. This exercise makes it easy for salespeople to target those businesses that lie towards the top of the scale.

During the current times when remote working has become a norm, businesses must make use of online CRM to build strong relationships, gather business intelligence, and make decisions based on reliable data. At Sage, we are home to industry-leading CRM software that has built-in functions to make your business agile.

Disclaimer: All the information, views and opinions expressed in this blog are those of the authors and their respective web sources and in no way reflect the principles, views or objectives of Sage Software Solutions (P) Ltd.



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