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Investing in a CRM system like monday CRM can help your company deliver seamless and customized experiences for your customers.
Providing a positive customer experience (CX) will continue to be a critical differentiator for companies in 2025. Customers have much higher expectations when interacting with businesses, and elevating their experience can create greater customer loyalty and improve your brand’s reputation.
In fact, a report from PwC found that 65% of respondents would become long-term customers of a brand if they could provide positive experiences throughout the customer journey.
Investing in the right technology is one way to supercharge your CX. Here are tips Ron Kimhi, Head of CRM GTM at monday CRM, shared with CMSWire on how to leverage a platform like monday CRM to help your CX team get the most out of it.
Make Automation Easy
The right CRM software can deliver various time-saving benefits through automation, according to Kimhi.
“By automating routine sales tasks such as follow-ups and assignments, sales teams have more time to focus on higher-value activities,” Kimhi said. It can also help teams identify their most important deals.
Having powerful AI capabilities is crucial to easily creating effective automations that seamlessly integrate into your workflow and reduce manual work. These AI automations can help CX teams understand customer sentiment, summarize complex customer histories, and prioritize support.
Kimhi added that a good CRM system should make automation simple. “Find out if the platform is easy to use and customizable without the help of developers,” Kimhi explained. Needing to rely on developers or administrators to create or edit automations can undermine the benefits they bring to the table.
Collaborate Within and Across Departments
Having a unified CRM platform in place can improve not only collaboration within the sales team but with other departments involved in CX across an organization.
“In many cases, CX doesn’t just fall on one department,” Kimhi explained. “When all stakeholders are updated on customer journey information, every interaction can be more relevant and productive, ultimately making the customer feel better taken care of.”
A CRM with collaborative capabilities ensures that the information doesn't end up siloed even when communication occurs on multiple channels (email, Slack, etc.). By centralizing data in one location, a CRM ensures that it’s accessible to everyone when needed. The right CRM can also integrate with any systems that store important data, which enables various business functions to access this data without having to switch between systems.
With greater visibility into this information, different departments can also easily monitor and report on data throughout the customer journey to determine their successes and challenges.
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Customize For Your Workflows
Kimhi noted that true customization in a CRM should be easy for administrators and sales managers to set up and change as workflows evolve — without the need for external help.
Customization is also a key benefit for companies with unique workflows across teams and departments. “I think many businesses require custom fields and objects in their work, especially for those that have a lot of unique data points, and they need to be agile and have the ability to customize on the go,” Kimhi said.
It’s essential to have customizable dashboards that pull data from one source of truth but show each team only the information that is most relevant to them. This ensures that every team can easily create the reports and glean the insights they need while staying aligned with all other stakeholders.
Conclusion
In today’s environment, where quality customer service matters more than ever, having a CRM that lets you handle all your work in one place will boost your sales operations even more. This includes automating tasks, enabling collaboration and customization, as well as bringing pipeline and post-sales processes under one roof. “You should also consider the time and costs involved with implementing one, as unforeseen costs often surprise companies after they’ve made a purchase,” added Kimhi.
A unified hub for everything related to customer experience can be implemented in as little as a few days, but a great CRM system will deliver long-term benefits to your sales team and drive better business results for your entire company.
Sign up to supercharge your customer experience with monday CRM at monday.com.
