Pro-actively manage expiring contracts
Never allow a contract nearing its end to slip past unnoticed. Use a CRM system to alert you when it’s time to renegotiate. In a CRM, you will find all the necessary customer data, such as past offers to the customer and prior discussions. Has there been any developments in the property that could warrant a rent increase? Or is it time to propose a new space that better matches their needs? The data is there, you just have to use it.
Enhance your local knowledge
Align needs and resources with a few keystrokes. With all of your properties and customers logged into a CRM system, you can easily identify matches beyond your immediate area. Let a CRM boost collaboration between colleagues by making it so much easier to share leads and refer business to each other.
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Create added value for the customer
By importing all available data into a CRM, you can accurately identify your customer’s challenges and needs. Consider, for instance, the customer’s energy usage or their utilisation of the premises. If you analyse this, you can provide the customer with suggestions on how they can better use the premises based on their actual needs. With an overview of your customers’ situation, it is easier to act proactively and give the customer that little extra – improving your working relationship and fostering loyalty.
First-rate case management
A CRM can also act as an engine for automated communication, both internally and towards the customer. Configure automatic confirmation emails for customers who’ve submitted a fault report, provide them with updates via text message as you handle the case and assure them that you’re working to resolve their problem.
In doing so, you can guarantee the customer receives accurate information in line with your communication strategy, and nothing slips through the net or is handled differently depending on the individual. The outcome? A customer who feels acknowledged and valued, coupled with an efficient handling of issues, which frees up your time.
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CSI (Customer Satisfaction Index) Surveys
It is best practice to undertake CSI surveys regularly, but how well do you follow up on the results? To avoid missing key details in your surveys, you can use a CRM system to send out questionnaires and collect the answers, providing you with a one-stop overview of each customer. By examining the data you receive, you can determine how to pro-actively help each individual customer and promptly detect signs of dissatisfaction.
Finally, prioritising the customer
We believe that the property sector has focused too much on its properties and sites, falling behind the more customer-orientated approach that has reaped great rewards in other sectors. This is particularly a factor given the recent notable changes in your customers’ behaviour and preferences. A CRM system won’t occupy your properties for you. However, it serves as a tool to enhance the speed, effectiveness, and efficiency of your business. Always with the customer in focus.
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