Got Customer Data? Here Is Why You Need a CRM

Data isn’t what it used to be.

Before the dawn of digital transformation, business data was the result of a process – like a simple sales receipt, for example. But with new abilities to store, analyze and segment data, it is now a powerful tool that can offer valuable and interesting new insights into business trends and customer behavior.

A key component of a useful data strategy is a Customer Relationship Management (CRM) such as Microsoft Dynamics 365, a system which organizes and automates data flow so that the right information is available to the right person, anytime. And a good CRM boosts the customer experience, leading to customer retention and a substantial competitive edge.

Tracking and Analyzing Data

Sales are a cornerstone of an effective data strategy that leverages CRM. Let’s say you run an online shoe store, with a stylish yet affordable product line that is targeted to adults of all ages. With digital tracking and analysis, you can get behind the scenes to see what is really going on – where sales peak, which customers respond to which promotional offers, etc.

For instance, you have noticed more customers are making purchases on Fridays, when the work week winds down, and a weekend-shopping frame of mind starts to kick in. To leverage that trend, you decide to run a special pre-weekend promotion for 12 hours, from noon ’til midnight, called Fun Fridays: buy one pair, get half off the second. With a good CRM in place, you can segment the customers who participate in the Friday sale, and send them digital coupons for sneak peek specials, such as pre-holiday sales.

Enriching the Customer Experience

The “C” in CRM stands for customers – your focal point as a business owner. Whether you use chatbots or humans for customer service, a data strategy leverages the power of CRM to provide the most personalized service possible. Customers are increasingly used to instant responses, especially in the realms of insurance and retail. The days of being placed on hold are rapidly fading. A modern customer service rep will know who the customer is right away, including their history and preferences. This information works two ways; it immediately makes the customer feel like they are getting personalized service, and it also provides you with important purchasing information. For example, if a customer enters a strange purchasing pattern, it could be a red flag for fraud that previously would have passed unnoticed.

Analyzing regular returns could also be a cost-saver. If a large number of customers are returning shoes based on the color not matching the online photo, you might want to re-adjust your online shop lighting preferences so that the actual shoe color is better represented.

Data strategy extends to social media. By looking at competitors’ postings and offerings, you can better monitor what is out there to ensure you are meeting or beating promotions like free shipping and rewards programs.

Generating Personalized Documents and other Customer Communications

Once a two-dimensional commodity, data has evolved into a powerful multi-faceted business tool. Putting a strategy in place to gain insights is the smartest thing you can do in a digital workplace.

Organizations that leverage their customer data to communicate one-on-one, via multiple channels, will support a positive customer experience, which in turn leads to better loyalty and retention.

Industries like insurance, financial services and retail are increasing the value of each touchpoint by combining rich CRM customer data with a document generation solution like Xpertdoc to create highly personalized and contextual documents such as NDAs, proposals, quotes, and other correspondence – which may contain reusable content, legal clauses, Service Level Agreements (SLA), pricing, descriptions of products or services, and more.

To learn more about Xpertdoc Smart Flows, visit our product section, request a free 30-day trial and follow us on Twitter: @xpertdoc@pamelavelentzas

CRM - Personalized Service

COVID-19 update

The spread of COVID-19 continues to evolve and in this context, we wish to inform you that Xpertdoc is closely monitoring the situation and would like to inform you of the measures taken by our team to support its employees, customers and partners.

We do not foresee any impact on the delivery of our services and want to assure our customers that we are executing our continuity plans in order to ensure that our customers continue to receive our services without jeopardizing the safety and security of our personnel.

In accordance with the recommendations of government authorities, here are some of the measures being taken by Xpertdoc:

Remote work for all employees
Arrangements have already been made and we have requested that all our employees work from home. Our continuity plan includes a full deployment of remote work arrangements to ensure uninterrupted service to our clients and partners.

Hosting and cloud services
We have been assured by our suppliers that there are no known impacts to these services, and we are confident that we are able to effectively manage the delivery of our cloud services to all our customers.

We have cancelled all business travel until further notice for all our employees. If employees have or will travel for personnel reasons, they will be asked to respect the quarantine delay before participating in any business activities.

Events and gatherings
All our events have been postponed or cancelled. Our employees are no longer allowed to participate in any events, seminars or gatherings.

We are committed to providing the best possible service to our customers and partners, to ensure that you can continue digital communications with your own audience. In these critical moments if we can help please do not hesitate to contact us.


The Xpertdoc Team

Mise à jour sur la COVID-19

La propagation de la COVID-19 continue d’évoluer et, dans ce contexte, nous souhaitons vous informer que Xpertdoc suit de près la situation et que notre équipe a pris des mesures pour soutenir ses employé(e)s, clients et partenaires.

Nous ne prévoyons aucun impact sur la prestation de nos services et voulons assurer nos clients que nous mettons en œuvre notre plan de continuité des affaires, afin de garantir que vous continuiez à recevoir nos services, sans compromettre la santé et la sécurité de notre personnel.

Conformément aux recommandations des autorités gouvernementales du Québec, voici quelques-unes des mesures prises par Xpertdoc :

Travail à distance pour tou(te)s les employé(e)s
Nous avons demandé à tou(te)s nos employé(e)s de travailler à domicile. Notre plan de continuité des affaires comprend des arrangements de travail à distance pour assurer un service ininterrompu à nos clients et partenaires.

Hébergement et services infonuagiques
Nos fournisseurs nous ont assuré qu’il n’y avait pas d’impacts connus sur les services d’hébergement et infonuagiques. Ainsi, nous sommes convaincus d’être en mesure de gérer efficacement la livraison de nos services infonuagiques à tous nos clients.

Nous avons annulé tous nos voyages professionnels jusqu’à nouvel ordre, pour tou(te)s les employé(e)s. Si des employé(e)s ont voyagé ou doivent voyager pour des raisons personnelles, il(elle)s seront placé(e)s en quarantaine pour une durée de 14 jours, avant leur retour au travail.

Événements et rassemblements
Tous nos événements ont été reportés ou annulés. Nos employé(e)s ne sont plus autorisé(e)s à participer à des événements, séminaires ou rassemblements.

Nous nous engageons à fournir le meilleur service possible à nos clients et partenaires, afin de garantir que vous puissiez continuer vos opérations sans interruption. Dans ces moments critiques, nous sommes là pour vous aider. N’hésitez pas à communiquer avec nous si nécessaire.


L’équipe Xpertdoc