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Customer Relationship Management During The Pandemic

Customer Relationship Management During The Pandemic

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The sudden upsurge of infections during the COVID-19 pandemic forced the world to shut its doors and remain inside. With physical meetings reduced to a standstill, the digital world sprung up to everyone’s rescue. Customer Relationship Management (CRM) model started evolving keeping the online world in mind as well.

Businesses changed gears and started moving from in-person mode to more of the online mode. The world started working again and this time more through more of virtual screens. Businesses prepared for the sudden paradigm shift to technology survived. Ones who made the transformation also managed to stay afloat. Unfortunately, many could not keep pace with the digital developments. The ones who could not ended up with either low to negative profits or shut down.

Today, businesses all over the world face a challenging situation to survive. Strong customer relationship management can help them remain deeply rooted and succeed within their industry. The success rate of sales to current customers is close to 70%, according to Marketing Metrics. However, for a new prospective customer, the rate is between 5% to 20% percent.

Customer experience is a crucial metric that will set organisations apart, particularly during the coronavirus pandemic. To sustain oneself in this economic instability, retaining clients is vital to every firm. Corporate gifting is one of the many ways to set yourself apart and nurture your client relationship.

Establish trust in your brand

Trust is the cornerstone of the experience for all customers. Long-term connections start with the cultivation of trustworthiness and is the very foundation of lasting relationships. The sales force must listen to their clients and show real interest in understanding their concerns. It is absolutely necessary to be very honest and upfront about what you can do or cannot do to resolve their concerns.

“One of the best ways to retain customers is to build a relationship with them. Trust plays a huge role in the relationship between you and your customer, and you must always stay true to your word. When a customer trusts you, they will be more likely to continue using your service as well as recommend it to others.”-  Monica Eaton-Cardone, COO, Chargebacks911

Keep innovating

Look for innovative possibilities during the current pandemic. Show your clients different ways to solve their concerns. Explore solutions that will be relevant even when things get back to normal. Ensure your clients are aware of how you operate which will eventually serve them better.

Most brand-to-customer interactions are carried out digitally at this point. Companies must develop noise-cutting strategies and online messaging should be more imaginative. Also, companies should consider how to maintain the relationship with customers even when the coronavirus pandemic is over.

Stay true to your value propositions

Continue to deliver your products or services at the same benchmark that is expected or strive to improve. This is the reason customers patronise and support your business instead of competition. Assure consumers that you will retain your value propositions. They will truly appreciate the immaculate quality of your products or the considerate character of your customer service.

Developing these assurance points is crucial. They remind consumers that the value proposition of your firm and your value to it can overcome the constraints created by this crisis.

Shayan Fatani, Digital Marketing Strategist at PureVPN, says,

“The nature of your business/product would determine how you can differentiate your efforts from your competition during a crisis such as the COVID-19. Our company took the initiative to provide 24/7 customer support globally considering we sell a technical product with a high demand amidst the crisis.”

Display empathy and compassion

Empathy and compassion will contribute to strengthening your customer relationship.  Your customer is also a human just like you. Talking to them demonstrates that you really care.

So, ask yourself these questions the next time you talk with your customers:

  • Are you genuinely interested?
  • Do you take the time to see what they want?
  • Are you talking to them, above all, on a human level without judgement, compassion and empathy?

Summing it up!

It is not time to sit back and wait till the world returns to its original condition. The customers will never be the same and businesses will have to adjust according to the new norms.

Use this time wisely and improve your business by keeping the customer as the focal point for all decisions. Your customers will thank you for retaining and nourishing the relationship with trust, confidence, compassion and empathy. We share our insights through one of our articles on marketing trends.

We don’t know what the world will look like some months from now. However, Meyvn World will always be by your side through thick and thin. Be it customer retention or custom acquisition; we will guide you at every step of your customer relationship management process and help you regain the strength to assert yourself in your domain.

Contact us today by booking a free consultation call with us!

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