Year: 2023

The 7 Steps of a Sales Process

Couple of weeks back I wrote about Sales Process and how important it is for your organization to have one… now let’s talk about the different steps of a sales process so that you can create one easily…

Okay… let’s step through it 😊

A typical sales process starts internally with training your sales agents. It then moves through prospecting, following up and closing the sale. But it does not stop there. The best sales processes include continuous nurturing the customer as the final step.

Here are the 7 steps of a typical sales process:

1) Training – Train your agents. Build product knowledge. Teach them how to handle objections. Customers today expect agents to know the answers to their questions, they don’t appreciate being referred to another “expert”.

2) Research – Research your market. Find out more about your prospects. Create buyer personas. Learn more about your competitors and their offerings. Get insights from your CRM. Arm your agents with this information so that they are ready to sell.

3) Lead Generation – Start by creating lists of prospects you can sell to. Use Google search, social media, paid ads, email campaigns, display ads, online communities and other inbound or outbound campaigns to build your pipeline.

4) Qualification – Often this is done through a qualification call. Find out of your prospect have the need for your product or service. And if they do have the need, do they have the budget? What is their timeline? Who will authorize the purchase? Dig deeper to find out their pain points.

5) Pitch your product/service – Finally it’s time to set up a sales call to pitch your product. Prepare well. Create a presentation deck. Discuss how your product or service will solve the problem of your prospects. Anticipate objections and prepare the answers.

6) Follow-up – Send post-call follow-up email. Summarize the conversation. Answer any questions they have. You may have to continue following-up a few times before the sale gets closed. Did you know that 92% of salespeople give up after 4 follow-ups? And that 80% of sales occur after 5 follow-ups? Which means that 80% of sales go to the 8% of sales people who refuse to give up after 4 follow-ups. So, follow up and close the sale.

7) Nurturing – Congratulations, you close the sale. But wait, don’t stop there. Keep in touch with your customer. Make sure they are happy. There is huge potential for upselling and cross-selling to satisfied customers. Don’t miss that opportunity.

The time and effort you have to spend on each of these steps may vary but ensuring that you do follow through these 7 steps will go a long way in helping your organization meet their revenue goals.

If you would like to know more about creating sales processes and how ConvergeHub can help you close more sales by helping you implement clear effective sales processes, talk to us.

Or, if you would like to check it out yourself, go ahead and create a free ConvergeHub account here.

Get your hands dirty

As a technology builder and business owner, if you ask me for one advice on how to use technology to grow your business, this is it – Get your hands dirty.

As an entrepreneur or business leader, you are extremely busy with a never ending to-do list. You do understand that technology, when done right, is the competitive advantage that will take your business to the next level. And so you decide to make that investment and go for it.

You pay for the technology, hand it over to your team and go right back to your to-do list.

Life goes on as usual, everyone works hard at their job, and nothing changes…

Months go by, maybe a year..

And one day, while looking at the financial numbers, you remember the ‘competitive advantage’ and ‘business growth’ that was supposed to happen but never showed up.

What happened to that technology we paid for?

Nobody knows.

You ask your team how the technology is coming along.. everyone using it, right?

Uncomfortable silence.

All this time, your expensive technology was sitting on the shelf gathering dust, right beside your dreams for ‘explosive growth’ and ‘competitive advantage’..

And that is why, when you decide to invest in technology, do not make it the responsibility of someone else.

Whatever you do, DO NOT take a hands-off approach.

Get your hands dirty.

Get involved.
Try the app yourself.
Know who is in charge of setting it up.
Make sure team is trained.
Put in the checks and balances.
Look at reports.
Check-in from time to time.

If you invest in the right technology, implement it in your business in the right way with everyone using it to their full capacity, there is no reason why you should not see that growth you are looking for.

If you have questions on how you should plan your technology implementation, we’re right here for you.

Or, if you would like to check it out yourself, go ahead and create a free ConvergeHub account here.

Why you need a Sales Process

In my last blog, I talked about what a sales process is and what an ideal sales process should be.

Continuing this discussion, let’s talk about the why – Why should you bother creating a Sales Process for your organization… what’s the fuss about?

Having a defined Sales Process has many benefits, here are a few of them:

    • Stay on track – When you have a defined process, it’s easier to make sure that every team member follows the correct steps to guide the prospect along the journey and close the sale quickly.
    • Measure performance – Sales process helps you create the right metrics to track Sales agent performance.
    • Accurate sales forecasts – Since you can track the sales stage of each lead, you are able to forecast your sales numbers more accurately.
    • Understand prospects – Having a well-defined process invariably leads to setting up better buyer personas and better research of your prospects.
    • Right focus – Since leads are now better qualified, reps can focus on leads that have higher chance of converting.
    • No lost leads – Helps sales reps follow up frequently and engage with prospects at the right time reducing the chances of leads falling through the cracks.
    • Better customer experience – By mandating the sales process steps you can ensure that reps don’t rush the prospects in order to try and close the sale quickly, which could easily result in a lost sale.

    There are many more benefits, but these should be enough to convince you to go ahead and define a new sales process in your organization or take another look at your sales process if you already have one defined.

    If you would like to know more about creating sales processes and how ConvergeHub can help you close more sales by helping you implement clear effective sales processes, talk to us.

    Or, if you would like to check it out yourself, go ahead and create a free ConvergeHub account here.

    What is Inside Sales?

    For SaaS, B2B, tech, and various B2C industries- inside sales is a dominant business model for sales team representatives. Unlike outside sales via field representatives, inside sales rely on managing the entire sales process from inside the organization. In short, it runs remotely. The inside sales rep takes care of selling the organization’s products and services via text message, email, phone, and various online channels. Let’s explore what is inside sales and how it impacts a business.

    How Inside Sales Works

    As inside sales representatives work internally from the office, they share the office space with other inside sales team members. It draws a difference from the outside sales representatives who have to face their client’s business locations.

    The inside sales department has two divisions- Business Development Representatives (BDRs) and Sales Development Representatives (SDRs). Inbound sales (like the warm leads from prospects) are the main focus of SDRs. These potential customers or clients take action on a website- request a demo, download content, attend a webinar, or utilize live chat.

    All these warm leads come mainly from enterprises as well as SMEs. SDRs contact these leads and use a CRM platform to log all information. As soon as the information comes to a senior salesperson or Account Executive- he/she will nurture the opportunities into the sales pipeline.

    The Business Development Representatives are usually cold callers. These inbound sales reps put their focus on enterprise opportunities and higher-end commercials. After qualifying the lead, they sent it to an Account Executive.

    In the inside sales process, SDRs and BDRs focus on the constant influx of leads from two types of markets: small businesses and large enterprises. As these reps qualify the leads- Account Executives follow the opportunities through the sales pipeline.

    Inside Vs. Outside Sales

    Modern salespeople understand the growing need for a well-connected customer experience- as it can transition into the first personal contact. That’s why many organizations are re-evaluating the advantages and disadvantages of their traditional sales. These organizations are also exploring how well it serves the needs of a customer today.

    Previously, the inside sales reps were playing as a backup to outside sales reps who were paid higher. But with the arrival of the internet, there has been a major shift in the way buyers interact with sellers. Now over a decade, most organizations have shifted their focus to keep up with inside sales.

    Of course, outside sales are still advantageous. Some organizations have stated that if there’s an imbalance in inside sales- it becomes difficult to leverage the value of the face-to-face conversation. However, an in-person conversation adds more value to any transaction. When an outside sales rep visits a client at their premises, it becomes easier to build trust and articulate the product or service with clarity.

    For most organizations- outside sales form the core segment of the strategy. As businesses want to grow conversations in their sales funnel, a skilled inside sales team plays a key role to nurture the attention of buyers.

    Benefits of Inside Sales

    Companies are leaning towards inside sales because of all the benefits it brings to the business. Therefore, like the outside sales reps, the demand for quality inside sales reps has also increased.

    • Cost Efficiency Leveraging Technical Opportunities
      With the presence of marketing automation, CRM systems, social selling tools along with social analytics software- inside sales reps can contact potential prospects quickly. As a result, it shortens the sales cycle and reduces the cost per acquisition.
    • More Time For Ancillary Tasks
      Selling consists of an innumerable number of administrative and prospecting tasks. As inside sales reps stay more time at the office (unlike the field reps)- they can take care of the other crucial tasks more efficiently.
    • Revenue Predictability
      Thanks to CRM systems like ConvergeHub which helps companies to predetermine the amount of revenue each of the salespersons can produce- along with the ROI details. With predictable revenue, sales reps have to take the lead-focused approach. As there’s a close integration between marketing and inside sales- they should work together and fill the sales pipeline.
    • Improved Scalability
      Companies can scale up their inbound sales teams with ease- they won’t have to face the inconvenience of relocating and expenses. It will allow them to take measured steps when it comes to scaling the business.
    • Opportunity For Specialized Roles
      Without a quality segmented sales force- it is not possible to engage with all levels of prospects in the sales funnel. As the usual field reps work on quotas- they mostly have to deal with less profitable opportunities which take a long time to close or are impossible to close. Now, these prospects may become valuable for the organization in the long run. Therefore, it is essential to map roles and responsibilities for every member of the inside sales team. You will be able to cater to all customers at all stages of their buyer’s journey.
    • Better Coaching And Collaboration Opportunities
      Inside sales reps need to stay close to their managers. That’s why the team presents better team unity with better opportunities for professional training, collaboration, and coaching. With the training and coaching, new employees can be onboard in no time at all.
    • Adaptability To Changing Buyer Demographic
      A target buyer can be influenced by interesting digital funnel campaigns. When your business has a powerful inside sales team- you can invest in popular trends to lower the cost while taking advantage of upselling and cross-selling opportunities.

    5 Moves To Successful Inside Sales

    When you are dealing with a variety of customers- the inside sales team should be properly nurtured and have well-honed skills. Here are some successful moves you can take while drafting your plan together:

    • Right Software
      Excellent inside sales capitalize on the potential of effective lead management. Targeting the right prospects requires a research-driven or data-driven approach. That’s why SaaS tools like web conferencing platforms, CRM databases, and social analytics are vital for inside sales success.
    • Alignment Between Sales And Marketing Teams
      The conflict between the sales and marketing teams is age-old. The sales team complains that the marketing team doesn’t bring in enough authentic leads- the marketing team complains about the sales team’s inability to use the leads. When you have an inside sales team- it is time to optimize the structure of the inside sales and marketing departments. The sales department must inform their needs while the marketing team runs transparent campaigns. If the marketing team is flexible about the assets they provide and the sales team works on those assets- the alignment will help with the business growth.
    • Well Thought-out Inside Sales
      The inside sales team members must be assigned clearly defined roles and responsibilities. You may wish to segment the team based on stages of the customer journey, product and services, geography, and other reasons. You can take a look at the available data and then decide what is working for your brand and what’s not.
    • A Motivated Team
      When sales reps deal with difficult clients and face obstacles in sales- it takes a toll on their motivation. It is life. It is your job to motivate the team by encouraging them to make the best out of these rejections. Encourage them to celebrate small wins, and ask them to visualize their sales performance. It will give motivation to the team in real-time to improve their approach as they get continuous feedback.
    • A Skilled Team With Ongoing Training
      With sales enablement technologies, inside sales teams can sell various complex products/ services without seeing or interacting with the buyers. However, for the long-term success of the sales team- the team members must nurture their sales skills to skillfully handle complex transactions.

    Essential Inside Sales Skills

    Irrespective of where the sales reps are closing their sales- all salespeople need a great range of skills and knowledge to succeed. Salespeople must become good administrators, prospectors, and closers. But some more skills differentiate a successful brand from the crowd.

    • Listening
      Inside sales reps deal with their customers from remote locations without having the aid of understanding the body language of the customers. It prevents them from knowing what these customers are not. Therefore, these sales reps must master strong listening skills and focus on how a customer articulates answers to their questions.
    • Building A Rapport
      As it is trickier to make friends over email or phone, it is tricker to connect with a customer. Customers can sense the lack of authenticity. Sales reps must present their authentic selves and reveal that they have done their research well. If the reps pitch in general terms and make unrealistic promises- it will turn off a prospect immediately.
    • Sticking To a well-planned strategy
      Inside sales reps deal with various accounts and must know vital information about each account at hand. It is fine to optimize a well-planned strategy- but it is detrimental to switch over strategies. Other than becoming a test run- the switching wastes an extreme amount of time.
    • Reliability
      Building trust is the hardest part of your job. That’s why, the inside sales reps must manage their time so well that they can deliver on all the promises on time- be it a small or big matter. If a customer informs them to call at 1 pm, for example, the reps team needs to maintain it. It creates reliability.

    The outcome of Inside Sales

    Sales representatives need to take care of their ever-increasing workload in a short time. So, leveraging efficiency-enhancing innovations like CRM databases adds a clear advantage. Some research shows that effective use of inside sales can save over 40-90% cost of sales- increasing or maintaining the revenue.

    However, without investing in inside sales skills along with the right training and use of the right software- a good outcome is far ahead. It means, companies must know how to exploit various roles of the inside sales team. When you are capable of using the team members at the intersections of sales and marketing- you can align two departments with effectiveness.

    As you take the right measures, you will reap its rewards- fast response to customers, more contacts at the same rate, better scalability, etc. The benefits of inside sales are vast- it will only increase your online B2B customer count. Therefore, it is essential to put focus on inside sales besides outside sales.

    Your Sales Process

    Being a business leader you know that a business does not run on individual excellence or knowledge…. a business runs on its processes. For an organization of any size to succeed in the long term, the management needs to set up strong fundamental processes.

    And this is even more true for the Sales department.

    So, let’s talk about Sales Processes today.

    We’ll cover the basics in this blog and dig deeper over the next few posts.

    Let’s start by defining what is a Sales Process.

    A Sales Process is a series of repeatable steps that an organization follows to take a prospect from being unaware lead to a paid happy customer and beyond. A well-defined sales process provides a common roadmap or framework that moves prospects through various stages of the sales cycle along the customer journey until they become paid customers.

    Sales processes may change depending on the company’s product or service, prospect’s industry or need, but most effective sales processes have a few characteristics in common.

    An ideal sales process is:

    1. Actionable – Should clearly state what a sales agent or another team member should do
    2. Repeatable – Each team member should be able to follow it every time
    3. Predictable – The steps should be pre-defined and known by the team member expected to act on it
    4. Flexible – It can change depending on situation

    Given the advantages, use of sales processes by every sales team should seem like an obvious decision, but you’d be surprised how many organizations don’t have defined sales processes.

    If you would like to know more about creating sales processes and how ConvergeHub can help you close more sales by helping you implement clear effective sales processes, talk to us.

    Or, if you would like to check it out yourself, go ahead and create a free ConvergeHub account here.

    What Is An Effective CRM Experience In 2023?

    CRM or Customer Relationship Management is a key aspect of any company’s marketing strategy. It helps companies connect with their customers and improve the experience by helping them find answers to their questions faster than before. However, many businesses are still using outdated CRM solutions that don’t meet their needs in recent times – and that might be costing them, customers!

    This piece is an in-depth look at how the future of Enterprise CRM will change over the next few years and how it will impact sales.

    The Shift in Shopping Behavior and Customer Experience

    Shopping behavior has thoroughly changed in the post-pandemic years. People are making informed choices and most of the purchase decisions are driven by experience, instead of price and brand names. Providing customers with the best possible experience at every touchpoint becomes a survival imperative for the brands. Having a smart and growth-focused CRM solution like ConvergeHub helps businesses to track, manage and nurture a relationship with their customers. It also helps segregate your contacts in the sales funnel, whether they are your prospects, new customers, or loyal advocates. This way, it is easier to keep a track of the customers and accordingly create experiences for them.

    ConvergeHub also acts as a smart database for storing customer details and information. That information can be accessed anytime to enhance the customer relationship at any level. When you have a detailed track of your customers’ activities and their preferences, you can tailor your services to align with their requirements.

    Here’s how a smart enterprise CRM solution facilitates customer experience.

    The Unification of Data: Integrating unstructured data and structured data to deliver a better customer experience

    A CRM helps in tracking unstructured but crucial customer data that can be effectively used to deliver a relevant and more personalized experience. When you integrate these unstructured data in the system, you will be able to create an interactive experience that provides them with relevant information at every level of engagement – from finding new products or services in store when they visit your website all the way up through engaging them once again via email after purchasing something from you online!

    Universal Accessibility: CRM offers cross-device availability anytime anywhere

    Modern enterprise CRM solutions have cross-device availability, which means they work wonderfully even in mobile devices. As a result, it offers universal accessibility, even with virtual assistants such as Alexa or Siri, smartwatches as well as other wearable devices such as glucose monitors that share data with doctors remotely via an app.

    Chatbots and workflow automation will detect and eliminate errors before they happen

    A significant part of the customer conversation nowadays is run by Chatbots and workflow automation software. As a result, you can stay connected with the customers 24/7. Also, the workflow automation software eliminates errors before they happen.

    Chatbot technology is advancing rapidly these days. Many companies are already using these to handle customer support inquiries. These bots can identify and fix errors in the workflow, such as missing emails or data that doesn’t match up with expectations. They also provide insights into how users interact with each other so that you can make changes accordingly (for example: if one user sends an email but another hasn’t received it yet, a bot can offer a necessary solution).

    In addition to these functions, Chatbots can predict potential problems in your CRM system by analyzing historical data about past interactions between employees or customers. Finally, chatbots can suggest improvements for improving overall efficiency within your organization by suggesting new processes based on what they see —and even predicting what might happen down the line! With a chatbot, everything is automated and you can keep in touch with your customers at every touchpoint.

    Artificial Intelligence That Enhances Human Emotion

    No matter how much you leverage Artificial Intelligence to stay connected with your customers, nothing can replace human emotion. Customer experience in 2023 will be a mix of technology and human touch. AI will simply enhance the experience and decode the customers’ needs by analyzing their emails or phone calls. It can also determine whether someone is calling about a specific product or service. This information is later on used by the support agents while answering calls to provide more personalized customer service.

    Digital Storage For Every Customer Interaction

    Digital twinning is one of the best practices brands are opting for these days. With an enterprise CRM system like ConvergeHub digital twinning is easier. You can capture data points from multiple sources. It automates your customer interactions and helps it run more efficiently and effectively.

    Here’s how digital twinning can help you. You might have an email marketing campaign running but you don’t know how many people open the emails or even if they’ve opened them at all. If you could create a digital twin for each customer interaction—like when someone clicks on an ad or opens an email—you would be able to see all the information about each person’s actions, including their IP address and browser types, as well as their device type (desktop computer/laptop/mobile phone). This would allow marketers to understand what content works best for different types of customers across channels like search engines, social media platforms, and other online mediums where consumers access information about brands through ads and posts on websites such as Facebook or Twitter.”

    The Human Touch Is Critical In Every Customer Experience Interaction

    CRM solutions cannot replace human compassion, empathy, and engagement. To run meaningful customer conversations human touch is needed at some level. You may have heard the saying “customer experience is what you expect, but what you get is your customer’s reaction.” In other words, it’s not so much what you do (your CRM solution) as much how well you communicate with your customers and how they can react in real-time. A CRM solution can keep you stay updated about the actions and interactions taking place, but they are not the medium of conversation.

    The human touch is critical in every customer interaction. It’s crucial to identify the difference between expectation and reaction when developing our strategies around customer experience management (CEM).

    CRM solutions will be more automated, more accessible, and more integrated into business processes by 2023, believes marketing experts. Automation will be a key component of any successful CRM experience in the coming years because it can help organizations better manage the interactions with their customers, prospects, and employees. Automation also allows companies to have better control over the information they receive from their customers and prospects so that they can make smart and quick decisions about what to do at the next level of interaction.

    Accessibility is crucial for all types of CRM solutions; however, it’s especially important for human-to-human interactions where someone needs access to someone else’s data or knowledge base regularly (e.g., salespeople using email). It’s also important when multiple users are working together within an organization across different teams or departments (e.g., marketing managers collaborating with product managers). Accessibility helps ensure everyone has equal access when they need it most—and this also includes the teams who are not the core members of the sales team but still need access to certain features within your system.

    Segmenting for more relevant service

    A modern-day customer experience also considers how to approach a buyer at any level. With CRM software, you can keep a track of the buyer personas. According to the patterns and trends, dividing your customers into different categories helps you deliver more relevant service and a better experience.

    Depending on your goals and the buying journey of a customer, you could segregate customers in your CRM according to the:

    Demographics- Job profile and location
    Industrial Sector: Industry as well as a company
    Competition: Competitor solutions
    Activity: Downloads and purchase history
    Pipeline: Prospecting or post-purchase

    ConvergeHub helps in behavioral segmentation to make a comprehensive analysis of different customer journeys, thus giving you more insights into what your customer might need.

    How ConvergeHub will fit in the current scenario

    Today, when customer experience demands a more streamlined and integrated approach, ConvergeHub certainly offers the right solution. The system will provide you with easily-understood sales reports and customer activity summaries which can be treated as your key metrics or KPIs to evaluate your customer service efforts. A detailed report will reveal what your customers are up to, which products are most popular, and which of your support agents bring the best revenue. The graphical representation of sales pipeline reports makes it easier to see where a prospect/customer is in the pipeline so that you can take the next best action to deliver him a better experience.

    Wrapping Up

    In the coming years, brands will be expecting more automated, more accessible, and more integrated CRM solutions. Smart and feature-rich CRM systems like ConvergeHub will not only streamline customer communication but will also simplify business processes.

    ConvergeHub Named a Winner by the SoftwareReviews in Customer Relationship Management – Mid Market Data Quadrant Report

    We’re proud of creating a product that our customers love! World’s most trusted and largest software marketplace Software Reviews has announced ConvergeHub the #1 CRM product in the Midmarket Segment in their recent Data Quadrant report. Based on the responses of real users for each segment, we are announced leaders in terms of Customer Relationship Management.

    We’re proud of creating a product that our customers love!

    World’s most trusted and largest software marketplace Software Reviews has announced ConvergeHub the #1 CRM product in the Midmarket Segment in their recent Data Quadrant report. Based on the responses of real users for each segment, we are announced leaders in terms of Customer Relationship Management.

    The report is based on ratings by the business professionals who are the leading players in the midmarket premises.. As you know, rankings on Software Reviews reports are based on data provided to them by real software buyers. Potential buyers know they can trust these insights when researching and selecting software because they’re rooted in vetted, verified, and authentic reviews.

    Client satisfaction highlights

    Learn more about what real users are saying about ConvergeHub. Thank you for placing your trust on us

    Client satisfaction highlights

    Below is a glimpse of the “words” our users chooses about ConvergeHub

    Picture

    What earned us a Gold Medal by Software Reviews?

    Shampa Bagchi, the CEO of ConvergeHub states that they have created a cutting-edge CRM tool through innovative techniques and real-time analysis. It provides a fine blend of sales, marketing and support to help businesses achieve a synchronization across departments. She has also added that the brand will keep improving observability technologies for easy-to-use, automated monitoring and problem-solving solutions.

    Among 11 categories, ConvergeHub has earned a leadership status in 6 reports by Software Reviews.

    Software Reviews Grid Report

    The SoftwareReviews Data Quadrant evaluates and ranks products based on feedback from IT and business professionals. ConvergeHub’s position in the Data Quadrant indicates its relative ranking as well as its categorization.

    Ranked #1 in 6 reports by Software Reviews

    Availability and Quality of Training

    Quality of training is a crucial factor that differentiates ConvergeHub from the competitors. Our availability and quality of training makes our users choose us over competitors.

    Availability and Quality of Training
    • Determines ease of use: Quality training helps users understand the features, functions and use cases of the CRM, leading to increased adoption and effective utilization.
    • Improves user satisfaction: With proper training, users can quickly achieve desired outcomes and results, leading to high satisfaction and positive perception of the product.
    • Reduces support costs: Efficient training minimizes the need for support, reducing costs and improving customer experience.
    • Increases adoption rate: Quality training leads to faster adoption of the ConvergeHub , enabling organizations to realize its full benefits.
    • Supports long-term success: A well-trained user base ensures sustained use of ConvergeHub and its continued success within an organization.

    Ease of Customization

    As per this parameter of Software Reviews Ease of customization differentiates a CRM product from competitors in several ways. In terms of Ease of Customization ConvergeHub is ranked #1 among the market leaders like Salesforce, Zoho CRM, HubSpot, and more.

    Ease of Customization
    • Meets specific needs: A CRM with easy customization options allows organizations to tailor the product to meet their unique needs and requirements.
    • Increases efficiency: Customization can automate repetitive tasks and streamline processes, leading to increased efficiency and productivity.
    • Improves user experience: ConvergeHub provides a more user-friendly and intuitive experience, leading to higher adoption and satisfaction rates.
    • Enhances scalability: The ability to customize ConvergeHub ensures that the product remains relevant and useful over time.
    • Differentiates from competitors: The robust customization options of ConvergeHub allows users to stand out from competitors, providing a competitive advantage.
    • Better fit: Customization allows users to adjust the CRM to fit their specific processes, workflows and requirements, leading to improved efficiency and effectiveness.
    • Increased adoption: By meeting the unique needs of users, ConvergeHub leads to higher adoption rates and improved user satisfaction. No wonder 100% of our customers plan to renew their subscription with us
    • Competitive edge: ConvergeHub provides users with the ability to differentiate themselves from their competitors and stand out in their industry.
    • Cost savings: Customization eliminates the need for costly and time-consuming custom development, leading to cost savings.
    • Future-proof investment: The ability to customize a CRM ensures it will continue to meet changing needs as the organization evolves, making it a future-proof investment.

    Ease of Implementation

    As per the rankings of Software Reviews, ConvergeHub differentiates itself from its competitors ( who are basically market leaders like Salesforce, HubSpot, Zoho) in terms of ease of implementation in the following ways. ConvergeHub users have been using the product for several years and are most likely to recommend it because of its effortless implementation.

    Ease of Implementation
    • User-friendly interface: ConvergeHub offers an intuitive, simple-to-use interface that makes it easy for users to get started and implement the system without extensive training.
    • Quick setup: The CRM system can be set up quickly without requiring extensive technical support, reducing the implementation time and costs.
    • Customizable: The platform offers a high degree of customization to meet specific business requirements, allowing for an easier implementation process.It helps users to meet their unique business requirements.
    • Smart Integration options: ConvergeHub integrates with popular tools such as Google Apps, Microsoft Outlook, QuickBooks, and more, making it easier to integrate with existing systems.The integration options offered by ConvergeHub allow users to easily integrate the system with their existing tools, streamlining their workflow.
    • Support: The company provides robust customer support, including training and troubleshooting, to ensure a smooth implementation process.
    • Increased productivity: The user-friendly interface and quick setup allow users to start using the system efficiently, increasing their overall productivity.
    • Reduced training time: The intuitive interface and robust customer support reduce the need for extensive training, saving users time and resources.
    • Increased user adoption: The ease of implementation and use of the system increases the likelihood of user adoption, leading to improved data accuracy and more effective sales processes.

    Usability and Intuitiveness

    As per the Software Reviews report, the usability and intuitiveness of ConvergeHub makes it a winning choice for businesses looking for a CRM software. Its user-friendly interface, customization options, and integration options make it an ideal solution for businesses of all sizes. Whether you’re looking to manage your customer interactions, sales, or marketing efforts, ConvergeHub has everything you need to succeed.

    Usability and Intuitiveness
    • User-friendly interface: The software is designed to be easy to navigate and use, even for those who are not technically savvy. This makes it ideal for small businesses or teams who don’t have a dedicated IT department. The intuitive layout of the platform makes it easy to access the information and tools you need, so you can get your work done quickly and efficiently.
    • Personalized support to fit with your diverse workflow needs: You can create custom fields, workflows, and dashboards to ensure that you have all the information you need in one place. Additionally, you can tailor the platform to fit your preferred way of working, which can help streamline your processes and increase efficiency.
    • Intuitiveness: ConvergeHub is designed to help you manage your business operations with ease. For example, the platform has a robust lead management system that allows you to track leads, manage your pipeline, and close deals more efficiently. Additionally, it has a marketing automation tool that helps you manage your campaigns, create and send emails, and track the results of your marketing efforts.
    • State-of-the art integration: ConvergeHub integrates with a wide range of popular business tools, such as Gmail, Slack, and Zoho, which can help streamline your workflows and improve efficiency. You can also use APIs to integrate with other software that you use regularly, which makes it easy to bring all your data together in one place.

    Product Strategy and Rate of Improvement

    As per Software Reviews, ConvergeHub’s product strategy has helped it to become a winner in the CRM market by focusing on user needs, integrating with other tools, offering scalable and affordable pricing, and providing strong support to customers. The company’s approach to product development has allowed it to deliver a platform that meets the specific needs of businesses and has helped it to achieve sustained growth and success.

    Product Strategy and Rate of Improvement
    • Focus on User Needs: ConvergeHub’s product strategy starts with a deep understanding of its target audience. The company conducts thorough research to understand the needs of its users and ensures that its features are tailored to meet those needs. This approach has helped ConvergeHub to deliver a user-friendly platform that meets the specific requirements of businesses across different industries.
    • Integration with Other Tools: ConvergeHub integrates seamlessly with other popular tools, such as email, calendar, and marketing automation platforms. This integration helps businesses to work more efficiently and effectively by eliminating manual data entry and reducing the need for multiple systems.
    • Scalability: As businesses grow, their needs change, and their CRM system must evolve to meet those needs. ConvergeHub’s platform is highly scalable and can accommodate the changing needs of businesses of all sizes. The platform’s ability to scale up or down as needed is a key advantage that sets it apart from its competitors.
    • Affordable Pricing: ConvergeHub offers an affordable pricing model that makes it accessible to businesses of all sizes. The platform’s pricing is designed to be flexible and can be tailored to meet the specific needs of each business. This approach has helped the company to attract and retain a large number of customers, which has contributed to its success in the market.
    • Strong Support: ConvergeHub provides strong support to its customers, including 24/7 customer service, training, and resources. The company’s commitment to providing excellent customer service has helped it to build a loyal customer base and maintain high levels of customer satisfaction.

    Quality of Features

    100% of ConvergeHub users plan to renew their subscription with ConvergeHub, says Software Reviews. No wonder, ConvergeHub’s features sets it apart from its competitors and has helped the platform to become a leader in the CRM market. The platform’s user-friendly interface, comprehensive sales management, advanced marketing automation, effective customer service, and customizable dashboards have all helped to make it a popular choice among businesses of all sizes. These features have helped ConvergeHub to deliver a complete and effective CRM solution that helps businesses to improve their overall performance and achieve their goals, says Software Reviews data Quadrant report.

    Quality of Features
    • Comprehensive Sales Management: ConvergeHub offers a comprehensive sales management solution that includes lead and opportunity management, pipeline management, and forecasting. These features help businesses to close more deals, increase their productivity, and improve their overall sales performance.
    • Advanced Marketing Automation: ConvergeHub’s marketing automation features help businesses to create and execute targeted campaigns, track the success of those campaigns, and automate follow-up tasks. These features help businesses to improve their marketing efficiency, generate more leads, and increase their conversion rates.
    • Effective Customer Service: The platform’s customer service features help businesses to respond to customer inquiries quickly and effectively, track customer interactions, and manage customer service tickets. These features help businesses to provide better customer service, build customer loyalty, and improve customer satisfaction.
    • Customizable Dashboards: ConvergeHub’s customizable dashboards allow businesses to access the information they need quickly and easily. These dashboards can be customized to display the most important metrics and KPIs, which helps businesses to make informed decisions and monitor their performance in real-time.

    Last, but not the least, we’re obsessed with giving you a seamless and success-fueled experience at ConvergeHub and are always listening to what you need and aiming to get you that — fast and hassle-free. Thanks to your feedback, we’ve been selected as a Leader in several categories in the reports.

    Sign Up for a Free Trial of ConvergeHub Today!

    Looking for a leading CRM tool? Here’s ConvergeHub with a feature-rich and intuitive dashboard, context-rich alerts, and advanced sales and marketing automation.

    About Software Reviews Gold Medal Awards

    The SoftwareReviews Gold Medal Awards honor exceptional technology vendors based on user evaluations. The awards are the culmination of extensive software reports and are determined through a transparent, proprietary method that calculates an average satisfaction score covering Net Emotional Footprint, Vendor Capabilities, Product Features, and likelihood to recommend. This score evaluates users’ emotional response to the vendor, such as trustworthiness, respect, and fairness. These reports assist software buyers in making knowledgeable software purchasing and renewal decisions.

    What is a Salesforce Admin?

    Salesforce is the biggest customer relationship management platform available nowadays. More than 150,000 companies globally use this CRM platform for growing their businesses. As the demand for Salesforce has increased over the decade – there’s a high demand for Salesforce administrators. The Salesforce Administrators play a vital role in these organizations’ success.

    Who Is a Salesforce Administrator?

    Salesforce administrators have in-depth knowledge of the management and administration of the Salesforce platform. In the organizations that facilitate Salesforce service, Salesforce Administrators play a crucial role. These administrators enable users to get the most out of the Salesforce platform.

    However, Salesforce Administrators don’t use any line of code – but utilize the arsenal of powerful functionalities for a business’s advantage. Salesforce administrators work with the organization’s-stakeholders directly to define system requirements and customize the platform. It enables the users to take complete advantage of the system.

    A Salesforce admin can understand how to make a platform work for their company’s goals. Some organizations prefer one admin, while others opt for more than one person for this role. Salesforce Administrators help to:

    • Seamlessly utilize Salesforce on any technical level.
    • Maintain the platform for all the teams
    • Stay updated with the platform’s new tools, updates, and capabilities.

    The Salesforce administrators are your trusted advisors on everything about this platform. They build a vital bridge between an organization and technology.

    What Does A Salesforce Admin Do?

    For various organizations, the job of administrator can combine many roles. Some companies hire admins to comply with the specific position. As Salesforce is a powerful platform with all its functionalities, having a certified Salesforce admin is beneficial. The admin can ensure that the company can use the platform to its highest potential.

    Salesforce admins are responsible for various Salesforce-related tasks – helping users develop reports, reset passwords, run backups, add fields, and maintain data quality. Their work doesn’t stop here – these admins have a wide range of responsibilities, including platform maintenance, process automation, bug fixes, user training, etc. From creating easy-to-use dashboards to smart workflows, these admins can create useful tools on any device.

    Here are some activities that a Salesforce administrator can do:

    • User maintenance: User maintenance is a big part of the admin task with Salesforce. The Salesforce admins are at the forefront of adding new users, checking system permissions on individual users, modifying existing accounts, etc.
    • Customization and Development: These admins spend considerable time customizing the organization’s setting menu, modifying page layouts, adding picklist values, mapping rules, and more.
    • Data Cleaning: Salesforce Administrators eliminate all duplicate accounts and contacts by updating and importing mass data. They use data loaders, import wizards, and more to do the task.
    • Reports and dashboards: Salesforce admins create regular reports to collect vital information from available data stored in Salesforce- as the reports help with decision-making.

    Salesforce offers numerous functions that require a software developer. But now, the Salesforce admin can take charge of it without writing a single code- saving a company’s money and time.

    Salesforce administrators work hard for work efficiency and to promote productivity. The admins offer creative solutions to the Salesforce users so that they can make the most out of the platform. As a result, the users become happier with the systemic approach, and businesses become more efficient. An impeccable Salesforce administrator will do more than requested- like giving suggestions on things the employees can do better. Salesforce admins can conduct both management and consultation of a business.

    Levels Of Salesforce Administrators

    As mentioned previously, the role of a Salesforce admin can differ based on various factors- but their fundamental responsibilities are the same. However, one must know there are three levels of Salesforce admins: “Entry-level”, “Mid-level”, and “Senior” admins:

    Entry-level Salesforce Admin (0-2 years of experience):

    A junior Salesforce Admin helps to improve and enhance an organization’s Salesforce platform. They are usually guided by experienced admins or gain experience by doing the tasks. Tasks of an entry-level admin include:

    • User and license management that includes new user setup, profiles, roles, permissions, deactivation and monitor user adoption, etc.
    • Being the first line of support for the Salesforce platform users and managing incoming support tickets
    • Salesforce’s configuration changes include simple flows, page layouts, fields, custom settings, record types, dashboards, and reports.
    • Carry out requirements requested from platform users and company stakeholders.
    • Create system training materials, and carry out user training

    Mid-level Salesforce Admin (2-5 years of experience):

    When a Salesforce Administrator has experience of 2-5 years – the person will be considered a mid-level admin. Some junior admins may have witnessed that they have to carry the responsibilities of Mid-level admins only after a year. They have more experience than the junior admins.
    Mid-level admins have technical experience. But they also bring the additional skills of designing, analyzing, and optimizing processes. These mid-level admins usually perform a bit more complex tasks than junior admins:

    • They utilize more advanced automation- Salesforce Flow.
    • Work with Sales Cloud- which means that the Salesforce admin has specialization in CPQ.
    • User adoption monitor and its improvement
    • They are maintaining and customizing the Salesforce org using the best techniques. The admins understand options like automation, page layouts, and record types from the core.
    • Exposure to understanding business processes and requirements gathering.
    • They work with applications like Mailchimp, Conga, DocuSign, and more. Mid-level admin must know how to work with various integrated applications.
    • Having a decent understanding of project management
    • Even though they do not know program coding, they can write specifications for developers.
    • Mid-level admins are self-sufficient- know where they can find help to get answers to their queries.

    Senior Salesforce Admin ( 5+ years experience)

    Only after working for more than five years as a Salesforce admin, one can be promoted to the Senior Salesforce Admin role. Senior admins take charge of various requests for their organization. It means they are adaptable to change management, communication, prioritization, and managing everything about the Salesforce project. With a Senior Salesforce Administrator role, one can lead the teams of admins or even build one.

    As a Senior Salesforce Admin, one has to work closely with the stakeholders of the business. Here are the tasks and responsibilities of Senior Salesforce Admin:

    • The admins have an in-depth understanding of the business process and mastered requirements gathering.
    • Create the platform roadmap and define various priorities
    • Work at big Enterprise companies as a product owner.
    • Full knowledge of all the best practices of Salesforce – understanding Salesforce architecture and how to integrate with other systems.
    • Have stakeholders’ management skills, taking responsibility for governance, and a steering committee.
    • The Senior Salesforce Admin is in charge of maintaining an extremely complex Salesforce organization. Why complex? Typically, this organization uses multiple Salesforce products on the platform and has 300+ typical users or, else, 100+ heavy users, various integrations.
    • DevOps management experience along with releasing the developed elements.
    • Senior Salesforce Admin has to manage a team or work with external parties to oversee the development of the Salesforce org. They carry out several releases per year

    How To Be A Salesforce Administrator?

    To become a Salesforce admin, you do not need any technical background or knowledge of Salesforce technology. If you have internet and computer access, you can learn and get trained on Trailhead. Trailhead is the online learning platform of Salesforce- a space for new students to learn and become seasoned professionals with various business skills. Among all the skills, you can learn skills and earn a certificate to become Salesforce Admin – online and at your pace and schedule.
    In order to get work as an admin, you must prepare and study- it is necessary to pass the Salesforce Certified Administrator exam. The engaging modules on Salesforce are perfect for initiating one to become a proficient Salesforce Administrator.

    Career Prospects and Opportunities For Salesforce Administrator

    The demand for Salesforce admin has increased ever since Salesforce came into the world of businesses. Salesforce’s research shows that the demand for annual growth rate has increased by 400%. However, it is not a career path for people who don’t want to learn. It is for those who love learning and enjoy using the latest technology.

    Some people opt for the certification to enrich their resume and upgrade to a new position. Others use it to supplement the current role in another company with a higher salary.

    Salesforce Admin Credentials and Certifications

    Becoming a Salesforce Admin can be an invaluable long-term career path and add to your current career path. A Salesforce administrator can use their experience to use the platform without any in-depth technical knowledge.

    To be certified, one must go through an intense journey to earn the much-desired certification, demonstrating the result of their knowledge and preparation in the Salesforce implementation.

    For the admins to keep their skills and knowledge up to date- perseverance and dedication are two essential factors. There are five vital certifications related to the Salesforce admin role:

    • Administrator: Candidates with experience in Salesforce administration can help their companies in various ways to make the most out of this CRM platform.
    • Advanced Administrator: Admins with experience in designing advanced platform setup and configuring solutions and can devise solutions to solve a vast range of business problems.
    • CPQ Specialist: These Salesforce admins are proficient in implementing Salesforce CPQ. It helps the admins showcase their knowledge and skills in designing, building, and implementing flows with Salesforce CPQ.
    • Marketing Cloud Administrator: This credential is for the admins who know how to configure Marketing Cloud products- utilizing industry and product best practices. Candidates are familiar with account setup, data management, and user requests.
    • Platform App Builder: Salesforce admins who are skilled in designing, building, and implementing custom apps with Salesforce’s customization capabilities

    How Important it is to Have a Salesforce Administrator

    Every business that uses Salesforce can swear by the excellence it brings to business growth. However, it can be intimidating to dive into the world of Salesforce with its world of features. This is where the Salesforce Administrator comes in to help your company with the Salesforce platform. They can guide the users through errors, problems, training, and adding improvements to the tool.

    With the help of the admin, sales staff can create custom dashboards, alerts, fields, and reports- shortening the sales cycle while tracking each lead minutely. With the presence of a Salesforce administrator, the company gains the opportunity to exploit the tool thoroughly. Also, some adoption issues can exist on the user level if there’s zero guidance. It can lead to frustration with the usage of the tool. To utilize the Salesforce platform effectively, the role of an administrator is unignorable. An Admin can be at a company’s service to successfully guide the users through the system.

    Millennials and GenZ: How Different Are They

    A few years and even a few months can make a difference in the world. Before Covid hit the world, we saw a pragmatic Gen Z, expecting brands to innovate and deliver something new constantly. They are driven by social media so much so that most of their decisions are influenced by what they are seeing and experiencing by being social. On the other hand, Millennials were idealistic, committed to their favorite brands, and willing to pay for experiences. They are specifically brand loyals, which they try to maintain as long as they can.

    However, the world around us and the people around shifted after the on-off global lockdown for two years, and we are now witnessing a new perspective. While the current scenario does not identify any clear-cut differences anymore – there’s some noticeable changes in the shopping habits. Thankfully, brands are realizing the change and trying to crack the personality quirks of these generations. They enjoy the challenge as it’s part of the buyer’s psychology.

    Millennial Age Range

    Who are these Millennials? People born between 1981-1997 are part of the Millennial group. Which means, today, the Millennials are 24 to 41 years old. These people have seen the best (the worst as well) of both ages. As a result, their shopping behaviour reflects a mixed influence.

    Generation Z Age Range

    Gen Z was born between 1997 and 2015, making them the youngest generation of shoppers till now. As we are in 2022, Gen Z is 7 to 25 years old. We must remember, not all of these generations are into shopping – as many of them are in grade school or high school, college, or not working as of now. As the years’ pass, it will be interesting to witness how their shopping habits take shape when they are also earning.

    Generational Differences Between Millennials and Gen Z: In Response To Shopping Habits

    When it comes to shopping, interacting with various brands, and viewing money, there are quite a few differences between Millennials and Gen Z. Also, there are some exceptions too.

    Gen Z Spends Less Than Millennials, Save In Different Manners

    Since inflation, the shopping behaviors of Millennials and Gen Z have shifted. At least 27% of Millennials and 30% of Gen Z are buying much less because of inflation. However, only 13% of Gen Z is buying more private-label products to save money – whereas 27% of Millennials prefer it.

    Most Millennials have families to raise than Gen Z. They are choosing private-label products to cut down on grocery bills that are on a steady rise – thanks to inflation.

    Most of Gen Z are yet to form households – so they save money on non-discretionary items. Due to inflation, at least 22% are okay with buying secondhand products rather than something new. Of course, 19% of Millennials also choose to buy secondhand items. Few Gen Z ( just 18%) use the buy-now-pay-later system, while fewer Millennials (only 15%) use this payment option.
    Online Shopping Is Great – But Millennials Prefer In-Store Purchases (Instant Gratification)
    As of today, Millennials are devoted online shoppers. They witnessed AOL dial-up to continuous connectivity – so they are never backing down from utilizing this convenience always. However, they still love shopping from stores more than Gen Z.

    But why? What can give such instant gratification as in-store shopping? Also, one gets to purchase merchandise immediately rather than wait for delivery – so it’s a plus. A retailer with easy in-store fulfillment options, thoughtful store layout, and seamless checkout attracts Millennials more. Millennials prefer to pick up an item at a nearby store on the way to their home from the office than a place with just a single-item order online.

    Gen Z Loves Fast Delivery As It Is Convenient

    Gen Z wants their grocery to be at their doorstep at rocket speed. As they grew up with the on-demand economy – Uber, Instacart, Lyft, DoorDash, and UberEats are part of their growing up. And their favorite GoPuff has been delivering everything in under 30 minutes – since 2013.

    That’s why 76% of Gen Z don’t care about brand over convenience, but 70% of Millennials do. For Gen Z, getting their grocery within an hour is of the highest preference, along with their alcohol demand. Very few Millennials look forward to fast and convenient delivery over brands.

    Social Shopping For Gen Z, More Traditional For Millennials

    Whether we acknowledge it or not, Gen Z has grown up with tablets in their hands – it makes them comfortable to shop through digital channels. Interestingly, they love social shopping through Facebook, Instagram, and other platforms to make purchases. Also, 41% of Gen Z feel at ease shopping through social influencers. Millennials are a little bit less enthusiastic about the channels – 58% prefer social shopping, but 32% go shopping via influencers.

    Millennials Earn Points, While Gen Z likes fee-based loyalty programs

    For Gen Z, usual loyalty programs are not head turners- only 45% enroll. Therefore, brands and retailers must develop eBay to understand programs and use them to draw Gen Z. Simple terms and conditions are a way to persuade 57% of Gen Z (as they disclosed themselves) to join any loyalty programs. Of course, rewards should be applied automatically. Also, more than half a percentage of Gen Z prefers a single loyalty program for multiple brands over separate ones for each brand. That’s not all; they would join a loyalty program more if they got personalized rewards.

    Unlike Gen Z, Millennials are more delighted with loyalty programs- 61% claim membership in at least one loyalty program. However, like Gen Z, they also like to join a program with a personalized rewards system (60%) and, if applied automatically (61%).

    Both generations have distinct preferences for loyalty programs. While 65% of Gen Z choose programs where purchasing products or services earns them points- 46% prefer earning cash back. Millennials (78%) love earning points and money back- also, 53% confirm that rewards intrigue them to join. Astonishingly, the budget-conscious Gen Z (at least 27%) are willing to be part of a fee-based loyalty program- they can pay for better perks. But, among Millennials, only 21% are ready for this program.

    Less Loyalty Among Gen Z Shoppers?

    If you are a Millennial, you probably have a few favorite brands and are not afraid to flaunt them. Interestingly, almost 70% of shoppers trust their favorite brands to meet their expectations and changing needs. But why is that? Because these shoppers feel a deep emotional connection with these brands as they feel satisfied with the products and services.

    Around 79% of buyers expect their most-liked brands to understand their expectations. Among them, 68% look forward to a company’s anticipation of their needs. These generations of buyers believe brand loyalty comes from reciprocity. However, a higher percentage of buyers expect brands to personalize all the offers.

    When it’s Gen Z, 63% feel emotionally connected to their favorite brands. Almost 70% think that brands must meet their unique expectations and needs. But 54% expect all brand offers to be personalized.

    Selling Across Both The Generations

    Remember that Millennials and Gen Z have different approaches to shopping, choosing a brand, and sticking to it. But brands still have to build greater trust among these generations. How? Brands have to understand the widely available data as their trump card. It will enable them to understand what the shoppers of these generations want and make personalized offers for them.

    Millennials are Gen Z like honest and transparent communication (97% and 96%, respectively) and consistency in every interaction with a brand/company (95% and 93%). Of course, both generations are concerned about customer information privacy. Therefore, they want assurance of the same (at least 92% of Gen z, 97% of Millennials)

    One crucial finding is that 91% of Gen Z and 95% of Millennials want to be seen as individuals, not as a group. Henceforth, brands must offer custom and unique interactions, products, services, and rewards for both generations. The idea is to evolve the strategies according to the change in shopping habits and match their individualism.

    Conclusion

    It is interesting to witness how some significant events can affect the shopping habits of generations of people. As two years of shutting down affected the world economically and mentally, it reflects on how different generations approach shopping today. We found an overlap of influence in the shopping habits between Gen Z and Millennials to another level.

    There are many similarities and disparities between Millennials and Gen Z. From trusting various brands to approaching shopping and loyalty programs, we have identified the multiple visions.

    Even though many Millennials are 41 now, they still look young. That being said, Millennials and Gen Z see each marketing campaign differently. Therefore, campaigners need to study both generations through available data. These data can give insight into what type of campaigns marketers should approach to invite both Gen Z and Millennials. There are no more clear-cut differences in what influences Gen Z and Millennials—making it challenging and fun for the campaigners to find out what works best to attract both groups.

    Empathy in the age of algorithms

    A lot is being said about Artificial Intelligence nowadays and you must have heard at least some of it…

    Some say it’s the greatest revolution…

    Some say it is the greatest threat to humanity…

    Some are excited…

    Some are terrified…

    But keeping the hype and fear aside, a question that is beginning to bother us, especially those of us who are in the business of working with customers and the relationships that businesses have with their customers, is how that relationship will change in the future…

    We all know that building long-term relationships with our customers is essential to the growth of the business. So, when the intelligence is artificial, but the customer is real, how can a business build long-term relationships?

    Customers are real people – with feelings, emotions, and personality.

    They want to be heard. Especially when they are frustrated or upset with your organization, they want to feel listened to and understood.

    And that is where empathy comes in.

    Empathy is the ability to put yourself in another person’s shoes – to look at a situation from that person’s perspective. That’s not easy, but often that is what makes the difference between losing a customer to a competitor versus building a loyal advocate of your brand.

    Customer empathy helps identify a customer’s needs, establish connection with them, and also manage conflicts better. Often it is not about solving a problem or receiving a refund. Even when a situation has no resolution, sometimes just acknowledging a customer’s feeling helps provide a better experience.

    In a recent study by Salesforce, 84% of customers said that being treated like a person, not a number, is very important to winning their business.

    So, the question every business needs to ask is: Can artificial intelligence make your customer feel like a person?

    If you would like to know more about how ConvergeHub can help you build long-term customer relationships by providing better visibility, talk to us.

    Or, if you would like to check it out yourself, go ahead and create a free ConvergeHub account here.