As I’ve written about in the past, in today’s digital world, the customer journey is no longer a straight line. While you can’t exert complete control over the way in which customers and prospects interact with your business, it is possible to get strategic about guiding people differently depending on where they are in their individual journey.
One of the most useful tools for effectively guiding a customer’s journey is CRM. Because it is the place where you house all of your information on clients and prospects, it not only gives you in-depth information about each individual, it also allows you to see broader patterns in customer behavior and to tailor your approach to meet your customers where they are.
Below, I’ll share four tips for using your CRM tool to effectively drive the customer journey.
If you’ve been keeping good records in your CRM, it should have all of the data on your current customers. How they found you, the ways they’ve been in touch, what they’ve purchased, and the last time they did business with you. Using this information, you can begin to create a composite profile for your ideal customer, and then go out and target similar prospects.
Let’s say you own a photography studio. Maybe you work with a lot of couples who hire you as a wedding photographer. Maybe local business owners use you to do professional headshots for their team. When you’re able to identify patterns in demographics, it means that leads who fit a similar profile are more likely to be promising ones.
You can also use CRM to track the behaviors of existing clients. Is there one action that everyone seems to take before they make a purchase? Going with the photography example: it might be that prospects who convert always reach out via the CTA button on your wedding portfolio page, while your corporate headshot page gets less traction. That tells you something meaningful about your customer base, and that’s information you can use to assess the viability of prospects.
The next step in assessing your prospects is lead scoring. Lead scoring is the process of looking at a prospect’s profile and behavior to see how likely it is that they’re serious about becoming a customer.
Once you have a complete picture of your ideal customer, you want to begin comparing that profile to your leads. Those prospects that have a profile most similar to your existing customers are considered hot leads. Those who fall outside of the profile of your typical client base are not people you want to spend your time and money marketing to. It’s unlikely that they’ll ever convert, no matter how great your product or service is.
The most important thing in establishing a lead scoring system is consistency. Make sure that you’re evaluating all leads on the same criteria, and establish a point system that makes sense for you and your business. Some CRMs come with lead scoring tools built in, or it’s possible to get a standalone system. This allows you to effectively budget your marketing time and dollars towards those hottest leads, while not wasting efforts on those who won’t ever convert.
Once you’ve gone through the effort of understanding current customer behavior and identifying those leads that are most similar in behavior or profile to your existing clients, you’ll want to keep tabs on those people. Don’t just use your CRM to track existing clients; you should be managing your relationships with prospects here, too.
For those hottest leads, you want to move them towards the trust and try portion of your marketing hourglass. Keep track of all of their behavior, and take a personalized approach in responding to their actions.
Continuing on with the photographer example above, let’s say you meet a couple at a wedding expo. They stop by your booth and chat with you about your work. In previous years, you’ve had a high conversion rate amongst those couples that you met at wedding expos, so you know that this is a hot lead. Do not miss the opportunity to close the deal with them!
This is where personalization comes in. Hopefully you’ve made notes about your interaction with them in your CRM. Reach out the day after the expo to send a message thanking them for their time, mentioning something specific about the details of their wedding that they discussed with you, and offering them the opportunity to sit down for a free consultation with you to discuss their photography needs.
Obviously, this level of personalization takes time and effort, and that’s precisely why you only want to focus this kind of attention on those most promising of leads. However, when you do prove to those prospects that you’re willing and able to go the extra mile, this is how you build trust and move them one step closer to becoming a customer.
So all of this effort in targeting hot leads and offering personalized service has paid off: You’ve won over a new customer! But this is not the end of the customer journey, and you can’t let the high quality of service that you’ve offered thus far drop off now that you’ve taken down someone’s credit card information.
Fortunately, you can use email segmentation to continue to offer that personalized touch. Within your CRM, it’s possible to group people based on their stage in the customer journey or on specific actions they’ve taken or products they’ve purchased. You can then send targeted messages to people in these groups.
Back to the photographer: You can set up your CRM to follow up with clients based on their activities or demographics. That couple from the wedding expo? Add them to your mailing list for your wedding newsletter, where you share tips and tricks about how to plan a really special day. Once they become a client and you shoot their wedding, add them to the list of happy customers that you then target with messaging about your referral program. And if you keep in touch with them regularly (which your CRM should help you with) then you can also reach out down the line to offer them a discount on baby photos for their birth announcement and family photos for holiday cards for years to come.
When used properly, a CRM is a powerful tool that allows you to direct customers to have the experience you want them to have. You can identify and interact with those who really are your target audience, and continue to present them with valuable messaging at the right time, ensuring that their customer experience remains high during every interaction.