Companies are still struggling to provide the right technology to reach Millennials. As a digital and technology consultancy, RBA frequently sees companies focusing on outdated technology. Examples include investing in call centers instead of taking advantage of mobile apps; designing websites for desktop browsers instead of phones and tablets; and not using CRM to meet the needs of their internal audiences, especially tech-savvy millennials.
Millennials (those who reached young adulthood around 2000) currently make up the largest share of the American workforce. They’ve grown up on technology and they expect to find the same access to technology in the workplace as they have in their personal lives. In fact, research shows 70 percent of millennials work on their smartphones and 82 percent feel technology increases efficiency.
Yet millennials struggle with access to technology at work. Here’s just a sampling of top workplace issues cited by this tech-savvy audience:
• Wasting time searching for documents
• Figuring out who has information they need
• Trying to find co-worker contact details
The good news for modern day workplaces is that a well-executed CRM solution can easily resolve these work complaints. Plus, streamlining workflows and processes not only benefits tech-savvy employees, but the whole company. If done right, CRM will also help companies know how, where and why to engage with their Millennial customers.
The benefits of CRM abound for companies, including:
• Promoting operational efficiency by closing gaps and reducing redundancies, optimizing and tailoring processes, and collecting and comparing data
• Boosting employee productivity and gaining visibility into employee performance
• Reducing costs
• Increasing customer satisfaction and retention
• Identifying and converting prospective customers faster
The key is to have a seamless connection between both the technology and the company representatives with whom customers interact. To learn more about how to build and maintain a CRM that delivers employee and company-wide benefits, download this free RBA e-book, or check out my recent post to find out how CRM can help boost customer-centric thinking.
