Small businesses can win big by implementing customer communication management software as part of their customer’s journey. Consumers no longer need to seek out and research businesses in order to make a decision about who to work with.

Why? Because businesses now, small and large, are able to effectively engage with customers between transactions, which keeps their business at the forefront of their customers’ minds, and increases loyalty.

What is customer communication management software?

Customer communication management (CCM) software streamlines the design, personalization, delivery, and analyzing of customer communications and engagements. CCM solutions excel at automated, targeted engagements that are personalized to each customer and their history with your business. Sending the right message at the right time is hard to keep up with, especially when you’re a busy business owner, which is why customer communication management softwares are something that many businesses can no longer live without. 

Create Customer Loyalty Effortlessly

More focus on customer interactions develops stronger customer loyalty. By personalizing and providing communication to your customers through the channel (text, email, social, etc) that they prefer, by being frequently interactive, and most of all by being personable and consistent you will create a stronger sense of trust with your target customers.

CCM softwares, like FreshLime, make a direct impact on the top and bottom line. The return on investment in customer communications and the increased customer loyalty results in a higher customer lifetime value for your business. Loyal customers spend more than new customers and repeat customers are more valuable to a business than new customers. In order to effortlessly create customer loyalty, your business should adopt a CCM software that will make it easy to engage with your customers in the best way possible.

Keep the Lines of Communication Open with Your Customers

Don’t let your customers forget about the great experience your business provided to them. Instead, keep your customers coming back by making sure your business stays at the top of their mind. Keeping the lines of communication open with your customers shows that you value them and you want to build a stronger relationship with them. According to this study by the Northridge Group, consumers from different generations have different preferences when it comes to communicating with the businesses they work with. Knowing your customers and which channels they prefer to use to communicate with you is a huge part of engagement, and something that a CCM software can analyze for you.  

Increase Productivity 

When you use a CCM software for your business, you greatly increase your productivity. Business owners no longer have to write personalized emails/text messages and send them out to each customer. Business owners no longer have to dig into their data to analyze which engagements are working and which aren’t. Your CCM works for you to understand customer purchasing trends and engage accordingly. One study found that utilizing a CCM software increases your productivity by 85%

Understand the Data that Will Make Your Business Grow

The goal of any small business owner is to make their business grow. One important component in making your business grow and thrive is data. Tracking, understanding and using your data so it works for you. The beauty of a customer communication management software is that your software will do the understanding and making sense of data for you. Tracking data is important and having all of this valuable information in one place makes life so much easier for business owners.

If your small business doesn’t already have a customer communication management system, set up a free demo and one of our experts will walk you through FreshLime’s CCM software to see what it can do for your business!


For more insights on marketing strategy that actually works for small business, connect with Jay Bean, Founder of FreshLime and Small Business Marketing Expert on LinkedIn and Twitter. If any of these tips have helped you or if you have anything to add, please comment below. We’d love to hear from you!

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