Learn how technology is changing the way consumers engage with SMBs

- August 29, 2018 3 MIN READ

From increasing touchpoints to helping brands and small businesses connect with their customers, technology is assisting businesses to expand their reach.

Let’s face it. If you run a small business, chances are you are short on time. Wearing multiple hats is all part of the job. When time is limited it’s important to have the resources you need to help you make the most of any opportunities.

Having the right technology in place can not only save you time and money, it can provide you with the data you need to make your business grow.  Let’s take Customer Relationship Management (CRM) tools as a starting point. Anyone who has tried to manage their customer information via old-school spreadsheets and ledgers will know how difficult it can be to keep the paper trail up to date. In a world where customer relationships are becoming the core value that drives business growth, understanding your customer is paramount. It can help you grow brand loyalty, track customer satisfaction and allows you to personalise the customer experience and journey.

Using a CRM gives you real-time access to your customer information, it makes it easier for you to see trends and identify potential opportunities. As marketing becoming increasingly customer-centric, having access to a CRM tool that can integrate with other systems within your business is also vital. Imagine the benefits when you couple your CRM to your marketing automation tools – you suddenly have visibility across marketing, sales and the rest of your organisation.

While we’re on the subject of marketing automation, let’s not forget the vital role Artificial Intelligence (AI) can play in driving customer satisfaction. AI and machine learning can deliver real insights for small business owners who want to take control of the customer journey.

One of the major benefits of AI is its ability to learn. The longer you use it, the smarter it gets. For an AI system, like Salesforce Einstein, the more you use it the better it learns and the smarter the insights.

AI is not just limited to marketing tools it can be used to power digital experiences. From setting off beacons as a customer approaches your store to providing your sales team with the most accurate lead scores, to assisting you in delivering personalised customer experiences.

The applications for AI are limitless. AI can power a chatbot to help you connect with your customers 24-7, acting as the first line of communication. You can use AI to push customers to your e-commerce store and even have a chatbot help in processing payments. For any business wanting to up their service levels, a chatbot can connect with customers in an entirely new way.

Every business wants to gain new customers and AI can help you and your sales team to prioritise leads. It lets you gain insights into which marketing channels are most effective and even tell you how to maximise ROI on marketing spend.

Combining the power of your AI and your CRM can lead to even greater gains for small business allowing you to craft truly personalised emails to deliver a communication channel that taps into the customer journey in a powerful way.

Marketing automation, AI and CRM are a winning trifecta for SMBs, helping them secure and keep customers and freeing up their time to focus on their business. If you haven’t thought about embracing technology for your marketing automation and Ai for your small business, isn’t it time that you did?

Get on the road to faster sales and happier customers with the world’s #1 CRM. Start your free Salesforce Essentials trial now!



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