Meaning ● A Human-Centered CRM Strategy places the needs and experiences of customers at the forefront of all CRM (Customer Relationship Management) activities, vital for SMB growth. For small and medium-sized businesses, this means tailoring CRM implementation to understand and respond to customer interactions in a personal and meaningful way, boosting retention. Automation efforts should align with enhancing the customer journey, making processes seamless, not impersonal, an aspect often overlooked. Successful implementation requires SMBs to proactively collect and analyze customer feedback to improve engagement and build stronger relationships. Rather than solely focusing on sales targets, this strategy emphasizes building customer loyalty, driving long-term, sustainable business results. Therefore, SMBs can utilize customer insights to personalize marketing communications and improve service delivery.
