Different Ways To Communicate With Clients

Customer Relationship Management is a widespread term with regards to communication. It is more than paying for a monthly subscription to a CRM system that does the job for you. You must be utilizing all streams of communication to create a customer relationship management experience. We have many possible streams of communication aside from face to face – Emails, Mobile Apps, Personal Mail and Phone. It is important to make each stream function independently while working with the others to make that experience. Sending the same information through all streams each time is ineffective and aggravating to customers. You have to decide what stream is right for each customer interaction.

Customer Relationship Management

            Emails are most dynamic form of non-verbal communication. On one hand, you can send mass updates to thousands of customers while on the other hand, you can have back and forth conversations on a one-to-one personal level. If you have to pick only one stream of communication, emails are the answer. That being said, emails are most useful for mass updates if you are using all streams.  Phone calls, mobile apps and personal mail can be used on a much more personal level.

            Mobile apps are very versatile as well. The most advantageous part of having a mobile app is the ability to send push notifications. You can tailor these notifications for mass updates or personal updates. When there is a notable change in mortgage rates, a push notification can be sent to all users. You can also have customers enter in their payment cycle so that push notifications can be sent to them to remind them when there mortgage payment is coming up. The possibilities are endless with how much can be customized with mobile apps.

            At this stage, personal mail should be reserved to information/bonuses that actually make the customer feel it was worth to physically open the piece of mail. You have to be careful with what you send through personal mail as many people also advocate green companies as well. Gifts or pieces of information that must be physical documents are acceptable. Newsletters and updates are unnecessary.

            Phone calls are a very touchy stream of communication – telemarketing or anything close to it has left a bad taste in North American societies’ mouths. It is mandatory that there is a good reason for contacting a client through phone. People are forced to drop everything they are doing to answer a phone call so make sure it is worth their time. Save marketing and promotions for other streams, phone calls should be for the customer’s benefit.