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Customer management practice is the strategies, processes and techniques used by businesses to acquire, retain, and satisfy customers It involves everything of a customer during his/her interaction with a company, from the contact initiated to the post-purchase support. Customer management guidelines with the purpose of fostering firm customer relationships, unearthing specific needs and wants, while developing loyal customers and advocates for the firm. We define customer management practice elements as follows:
The Pixie CRM offers significant benefits for customer management
practices. It enhances efficiency by centralizing customer data and
automating tasks like lead management and follow-ups, ensuring
no opportunity is overlooked. The software facilitates personalized
customer interactions through tailored communications and
targeted marketing campaigns, improving engagement and
satisfaction levels. Real-time analytics provide valuable insights
into customer behaviors and trends, empowering businesses
to make informed decisions and optimize strategies. Pixie CRM
fosters stronger customer relationships and loyalty through
proactive customer service and seamless communication,
ultimately driving business growth and competitive advantage
in today's dynamic marketplace.
No Credit Card is Required*
Easily manage your customers and their contacts, create multiple contacts for your customers, and set proper permissions. The Customer area is fully separated from the admin area. Clients have their client portal with all financial data from your company presented in clear view.
Creating recurring expenses. Set up a recurring expense and the expense will automatically be re-created after the specified period. The period could be days, weeks, months or years.
Create an estimate within a minute, sent to your customers and wait to accept, add notes for better organization for your next actions, create reminders. Ability to auto convert the estimate to invoice after customer accepts.
Receive payments from Paypal, Stripe, Mollie, Authorize.net, 2Checkout, PayU Money and Braintree, we have implemented payment gateways that are available in most of the countries or you may integrate any custom developed payment gateway and utilize desired API.
Milestones
Create milestones for projects and track time spent based on milestones. Ability to Drag and Drop tasks between milestones.
Web to Lead Forms
Create unlimited web to lead forms and inject in your landing page or website. This feature allows you to import leads into Pixie CRM from form. Use the web to lead forms to gather potential clients information, allowing them to request quotes directly from your website.
Great support ticket system with auto response, private ticket staff notes, ticket assignments, attachments, predefined ticket replies, insert knowledge base link, ticket priorities, ticket statuses. Feature for auto importing tickets via Email Forwarder/IMAP method included. Let your customer reply and create new tickets via email, without accessing the client portal.
Assign your staff to specific departments and the ability to auto import tickets by department email, even support ticket number shall be allocated automatically with the client's intimation through email, WhatsApp or text alert system.
Style the CRM to your company branding with the powerful theme styling feature. To fit best for your needs create custom.css and add your own styles.
Easily re-organize admin menu
You can reorganize the admin main menu and the setup menu in a few seconds, you need only to login in your admin area. No coding is required. Add/Remove icons to fit your needs.
You can give staff specific permissions on what they can or can’t do. Role permissions can be overridden for each staff member.
Setup goals and tracking achievements. Use the Goals Tracking feature to keep sales goals in mind.
Manage all your staff members from one place.
Staff Tasks
Assign tasks to multiple employees, add task followers, task comments allowed, task attachments. Link tasks to many Pixie CRM features and stay organized.
Recurring Tasks
Create tasks that will be auto created for a given period.
Reports Sales, Expenses Report, Reports by customer, Custom date picker, Leads Conversions, Knowledge base articles (Track if your article is useful to clients, improve text based on votes)
Media Library / Client Database
Upload files in the media library. Each staff member that is not admin has their own folder for uploading files. Also your client's database through secured encrypted databases.
100% Responsive & Compatible
Pixie CRM is fully responsive. You can easily access your data from mobile or tablet.
Google Authentication (Additional Security Layer)
Google Authenticator can be enabled for admin, clients & users login pages.
Action Hooks
To prevent editing the core files we created action hooks for some important functionalities. Send us an email if you want us to include another action hook based on your needs.
Pixie CRM allows you to keep in track your invoices, items and generate reports. Add new currencies, using multiple currencies is allowed by previously setup customer currency. Invoice with different tax based on item.
Create recurring invoices that will be re-created automatically without you lifting a finger, based on the specified period for the recurring invoice. The period could be days, weeks, months, or years.
Create good looking proposals for leads or customers and increase sales. Receive notification when proposal is accepted/declined and auto send thank you email to your customer after accepting the proposal. Proposal overdue notice before X days available.
Manage projects and track time spent on projects for each staff member. Record project expenses and invoices and bill your clients faster. Professional Gantt Chart included for each project and staff member.
Leads or potential clients are a really important part to any company. Every company is trying everyday to get new leads. Very often some potential client calls and asks for a specific service that your company serves and then sometimes this is forgotten. With Pixie CRM you will never forget your potential clients and you will be able to manage all of them in one place. Keep track of leads in one place and easily follow their progress. Ability to auto import leads from email, add notes, create proposals. Organize your leads in stages and change stages easily with drag and drop. Ability to auto import leads from emails and web to lead forms, import leads from .CSV file included.
You can add new contracts based on your clients. Adding contracts is very simple, you can set start date and end date and have a clear view of all your company contracts in one place. You don't need to search your desk documents anymore. Create PDF contracts and send to your customers from Pixie CRM. Contract overdue reminders available.
Custom Fields
Custom fields can store extra information for customers, leads, tickets, invoices, company, estimates and more.
Staff Reminders
Setup staff reminders for staff members with ability to notify by email and built-in. Reminders are available for important features.
Events
Create private or public events. Receive notification when an event is coming built-in and email.
Setup predefined email templates from text editor. Merge fields available and multi language options available. Make your CRM completely whiltelabel with automated email alert system.
Send unlimited TLS/SSL Secured emails (automated / manually) through your CRM dashboard to your clients, with the guaranteed inbox landing feature.
Personal Todo
Every staff member can have their own personal todo dashboard which will allow your staff member to easily organize their work.
Company News Feed
Share great company events, upload documents, and easy employee communications.
Create surveys with one click. Send to staff, leads, clients or manually created mail lists. Increase customer retention via built-in Surveys.
Add knowledge base articles from the text editor. “Did you find this article useful?” vote included in the clients area.
Auto Backup Database
Setup an auto backup database each X days to prevent losing your important data.
Pixie CRM encrypts all sensitive data in the database with a unique encryption key. And E2EE (End-to-End Encryption) performed on email passwords, api keys, client's data, api passwords etc.
Google reCaptcha available for admin login, customer login and customer register area.
Activity Log
Track all staff activity. Adding new items, creating, deleting.
Who we are?
Customer management is the backbone of successful businesses in the modern era. It encompasses the strategies and practices employed by organizations to attract, serve, and retain customers effectively. In today's highly competitive market, where consumer expectations are continually evolving, businesses must prioritize customer satisfaction and loyalty to maintain a competitive edge. This chapter introduces the fundamental concepts of customer management, emphasizing its critical role in driving sustainable growth and profitability.
Customer management involves understanding and anticipating customer needs, preferences, and behaviors. It goes beyond transactional interactions to focus on building long-term relationships based on trust and mutual benefit. By adopting customer management practices, businesses can not only increase customer satisfaction but also enhance brand reputation and customer lifetime value.
The evolution of customer expectations has been influenced by technological advancements and shifts in consumer behavior. Customers now demand personalized experiences, seamless interactions across multiple channels, and prompt resolution of issues. Effective customer management addresses these demands by leveraging technology, data analytics, and customer insights to deliver tailored solutions and exceptional service.
This chapter sets the stage for exploring how businesses can integrate customer management practices into their operations to achieve strategic objectives. It highlights the importance of aligning organizational goals with customer-centric strategies to foster growth and sustainability in today's dynamic marketplace.
The foundations of effective customer management lay the groundwork for establishing robust relationships with customers. Central to this is the concept of Customer Relationship Management (CRM), which serves as a cornerstone in organizing, automating, and synchronizing customer interactions. CRM systems enable businesses to streamline processes across marketing, sales, customer service, and support functions, providing a unified view of each customer.
Key elements of effective customer management include understanding customer segments and personas, developing customer journey maps, and implementing strategies for customer acquisition and retention. By segmenting customers based on demographics, behaviors, and preferences, businesses can tailor their marketing efforts and communications to resonate with specific audience segments effectively.
Customer journey mapping involves plotting the various touchpoints and interactions a customer experiences throughout their lifecycle with the business. This helps identify opportunities to enhance the customer experience and address pain points effectively. Mapping out these journeys allows businesses to optimize processes and allocate resources strategically to maximize customer satisfaction and loyalty.
CRM systems not only facilitate the collection and storage of customer data but also enable analysis and reporting to derive actionable insights. By leveraging data analytics, businesses can identify trends, predict customer behavior, and personalize interactions to meet individual needs and preferences. This data-driven approach enhances decision-making capabilities and allows for proactive engagement with customers.
Understanding Customer Service Excellence: Customer service excellence goes beyond resolving issues; it encompasses creating positive interactions and memorable experiences at every touchpoint. It involves understanding customer needs, actively listening to their concerns, and demonstrating empathy and professionalism in all interactions. Businesses that prioritize exceptional service build trust, strengthen relationships, and foster customer loyalty.
Building a Customer-Centric Culture: A customer-centric culture starts from within the organization and permeates every aspect of its operations. It involves aligning employee behaviors, policies, and processes with the goal of meeting and exceeding customer expectations. By empowering employees to prioritize customer satisfaction and providing them with the tools and training needed to deliver exceptional service, businesses can create a culture where customer-centricity becomes ingrained in the company's DNA.
Effective Communication and Responsiveness: Timely and effective communication is essential in delivering exceptional customer service. This includes promptly responding to inquiries, addressing concerns, and providing accurate information to customers. Utilizing omni-channel communication platforms, such as phone, email, live chat, and social media, ensures that customers can reach out through their preferred channels and receive timely assistance. By maintaining open lines of communication, businesses can build rapport, manage expectations, and resolve issues efficiently.
Personalization and Customization: Personalizing the customer experience involves tailoring interactions and solutions to meet individual customer preferences and needs. This can include recognizing repeat customers, remembering past interactions, and offering personalized recommendations or solutions. By leveraging CRM systems and customer data, businesses can capture insights that enable personalized service delivery, enhancing customer satisfaction and loyalty.
Proactive Service and Anticipating Needs: Anticipating and addressing customer needs before they arise demonstrates proactive service excellence. This can involve proactive communication about product updates, providing educational resources, or offering proactive support based on predictive analytics. By staying ahead of customer expectations, businesses can enhance satisfaction, reduce churn, and foster long-term loyalty.
Measuring Customer Service Effectiveness: Measuring the effectiveness of customer service efforts is critical to identifying areas for improvement and optimizing service delivery. Key metrics, such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES), provide valuable insights into customer perceptions and satisfaction levels. Regularly collecting feedback through surveys, reviews, and customer interactions allows businesses to gauge performance, identify trends, and implement targeted improvements to enhance service quality.
Continuous Improvement and Training: Continuous improvement is essential in maintaining high standards of customer service excellence. By analyzing customer feedback, monitoring performance metrics, and conducting regular training and development programs for employees, businesses can continually enhance service delivery capabilities. Investing in employee development ensures that staff are equipped with the skills, knowledge, and tools needed to deliver exceptional service and adapt to evolving customer needs.
In summary, delivering exceptional customer service is fundamental to building strong customer relationships, fostering loyalty, and achieving sustainable business growth. By prioritizing customer-centricity, effective communication, personalization, proactive service, and continuous improvement, businesses can differentiate themselves in the marketplace and create compelling service experiences that resonate with customers.