Customer enablement relies on your ability to educate customers, making it easier for them to use your product and increasing their satisfaction. To effectively support customers and their journeys, you'll need robust tools and technologies to help you communicate more effectively. A few examples include:
Customer relationship management (CRM) software
CRM software supports sales and marketing by helping you get to know your customers, collect data, and stay current on where they are in the buyer's journey. A robust CRM can help you track customer interactions with your business online and send automated notifications to them based on their behaviors.
If a customer begins using your software, you can set up an automation that sends an email to them with resources about using a specific feature. At the same time, your CRM will keep track of all customer communications to ensure a more unified experience.
Customer analytics and data-driven insights
The more you know about your customers, the better you'll be able to market to them and improve your overall customer success strategy. Customer analytics and data-driven insights can help you identify opportunities and areas of improvement that can support customer success teams, allow them to focus on serving customers, and provide them with the resources they need to use your product.
In addition, customer analytics can help you determine best practices for your enablement strategy. You can determine if your strategy is effective by tracking traffic on the resources pages designed to provide training programs and additional resources to your existing customer base.
At the same time, you can track customer service metrics to help customers get fast responses to their inquiries to obtain the desired outcomes for both businesses and their customers.
Customers expect personalized communications, especially through email messages. Marketing automation tools can help you reach and engage with more customers by allowing you to build the customer journey and send automated emails based on user behavior.
Tailoring your customer enablement approach to individual customers based on their needs by using automation to create more personalized interactions with your business can dramatically increase satisfaction with the product and your business as a whole.
Your CRM can integrate with software, websites, and other tools to help you learn about customer behavior. With automation, you can create workflows that send automated notifications and messages to facilitate customer learning.
If customers view a specific resource page on your website, you can send them an automated email with more information and training videos to help them use your product better.
Social media is becoming a popular sales enablement tool, but it can also help existing customers learn how to use your products. Social media gives you a valuable opportunity to connect with customers and prospects more personally.
Instead of posting branded content that doesn't provide customers with value, you can focus your strategy on empowering customers to use your products by sharing videos, photos, and infographics. In addition, you can post links to your resources pages to help educate existing customers about your product and its features.
At the same, social media allows you to manage relationships with prospects and customers. These individuals might reach out with questions publicly or as a direct message. Having the right social media monitoring and engagement tools can help you find customers who may be struggling with your product and help get them on the right path.
Using a social media management tool can also support customer enablement strategies by allowing you to target your content to customers. While email marketing can be automated based on actions customers have taken on your site or software, social media can provide customers with additional resources they need to either make a purchasing decision or use your products successfully after buying them.
Your customers will also reach out directly to your business on social media. If you want to give them a positive experience, you should provide customer service teams with tools that allow them to manage these interactions more effectively and efficiently.
Measuring and analyzing customer enablement
Measuring customer enablement can help you determine your strategy's strengths and weaknesses. This is a collaboration between marketing, sales, and customer service, so you should analyze key metrics that pertain to each portion of your strategy, including content performance, such as website traffic, customer engagement, conversion rates, average selling price, and knowledge retention.
You can also gather feedback directly from your customers by sending them surveys and tracking your results.
Improve retention by empowering customers to use your products successfully with Mailchimp. With Mailchimp CRM, you can send automated messages, build a following on social media, and create valuable, educational content to enhance your customer enablement efforts.