CRM Portals Through the Customer Perspective

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CRM Portals Through the Customer Perspective
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CRM is a powerful tool. Since its inception, it
has helped many companies gain insight into
customer behavior. CRMs have a specific purpose
and they serve it well. But they have a limited
scope. That is why we need plugins. Plugins
significantly increase the scope of the CRM.
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sales_at_crmjetty.com Perhaps the most important
example of CRM plugins is a customer
portal. New technology can be overwhelming.
Because of this, it is easy to overlook a few
details. Ironically, while using the CRM,
sometimes you might end up overlooking the
customers perspective. How does CRM affect the
customer? When you think about it, youll find
how perfectly the customer portal fits into this
picture. The core function of a CRM is to
facilitate orderly interactions with the
prospects and clients. However, this is the era
of selfmanaged customers, who can access the
quotes, invoices contracts with minimal
involvement of your team. This is your average
customer today. And to appease such a customer,
you need a way to give him rolebased access to
certain modules of your CRM. Like a Salesforce
customer portal integrated with CMS will help
you materialize this idea and wrap it up in an
elegant package.
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• A portal will overcome certain drawbacks while
  enhancing other features. To understand how this
  works, we must consider the various factors
  involved in this process
• Customer Services Many companies use CRM to
  assist in customer services. You may consider a
  call center software to be a good example of
  this. Portals take this one step further by
  giving access to a welldocumented knowledge
  base. They let the customer issue support
  tickets and allow live chat options through the
  portal itself.
• Customer Response For large companies with a
  big database of customers, it was previously
  impossible to keep track of customer feedback.
  CRM helped to overcome this challenge to a
  certain extent.
• A portal improves upon it further by keeping
  track of your chat history with the customer so
  that you can review it when required.

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• Response Time Giving the customer access to the
  knowledge base reduces the need for you to
  engage directly. And when you do need to engage,
  the ticketing system makes sure that you deal
  with the customer queries promptly.
• Additionally, when based on a CMS like WordPress
  it gives the customizability that you need to
  enhance its looks and charm highlighting the
  simplicity that it is known for. A customer has
  access to the following features to customize the
  way the portal looks
• Change the name of the portal, upload a logo,
  and choose the records to display on the page.
  You may even set and change the theme color.
• Use templates to make it easier to customize.
• Add a profile picture using the portal.

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• All these details add up to a simple and
  effective client management system. One may
  infer that a SuiteCRM Customer Portal or
  SugarCRM customer portal or any customer portal
  is going to be an indispensable piece of
  software in the near future. Presently, it is
  undergoing mass adoption with earlyusers
  lauding its simplicity.
• It is evident that adopting a WordPress client
  management plugin will have a positive impact on
  customer satisfaction.
• Happy customers make happy companies. Let us
  analyze how using this plugin can affect you as a
  company.
• Brand Loyalty
• One distinguishing characteristic of great
  companies is that they treat customer retention
  with due importance. Inculcating this in the
  company philosophy leads to long term
  relationships with the customers. A CRM plugin

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• like this gives you the tools to achieve brand
  loyalty.
• Automated Communication
• You can address common customer queries by
  making the required information available to
  them through portals. This is important
  especially when you need to keep the info private
  and share it with relevant people only. The
  customer portal is an easy solution to this.
• Insight into Customer Behaviour Modern
  businesses are built on the premise of customer
  behavior. This knowledge can be leveraged in
  many ways.
• You may base your product research on customer
  tastes and needs, or optimize your marketing plan
  based on this info.
• And that summarizes how a customer portal can
  guide your business to greatness. Most online
  businesses are opting for some form of portal. As
  a result, it is becoming habitual for the
  customer. Eventually, theyll start expecting
  them and itll

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sales_at_crmjetty.com appear to be the most obvious
way of customer engagement. However, you can
take advantage of it right now and position
yourself as industry leaders. In this way, the
CRM customer portal extends the functionality of
a CRM. This improves customer retention by
empowering them and giving them
control. Customer Satisfaction The selfmanaging
customer can be of great benefit to the company.
If you map your customers on Everett M. Rogers'
Diffusion of Innovations, you will find these to
be the innovators. These are the proactive
users that you can convert into evangelists.
This is the machinery that drives your
wordofmouth marketing. Therefore, you must
consider serving them to be a privilege. In
fact, you should consider it a privilege to serve
all of your customers. And to treat them in this
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sales_at_crmjetty.com manner, what better tool than
a customer portal? When you put it that way, it
seems to be a heavy software but, in reality, it
is quite simple. One More Thing An important
thing to consider is the adoption by people who
are not that adept in technology. Though this a
minority in today's time, it is still a large
number. With that in mind, any decent portal
will come with an easy to navigate dashboard
that uses icons wherever possible.
Conclusion The overall experience of the average
customer is generally favorable to portals as
compared to the
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sales_at_crmjetty.com traditional methods that use
phone calls and e mails to communicate. A
customer can access the information and address
their queries at a suitable time and place
making a Customer Portal the best solution for
customer relationship management. View Source
https//www.crmjetty.com/blog/crmportals
throughthecustomerperspective/
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