The COVID-19 pandemic has certainly caused disruption in business operations. With a lot of industries at a virtual standstill, what is a digital marketer to do with a CRM software? If you promote your business, you risk coming across as insensitive. If you do nothing, you risk being left behind. Marketing in the time of COVID-19 is a constantly moving target.

It requires keeping close tabs on market conditions and adjusting your approach as the situation evolves. Depending on where you are in the lifecycle of the pandemic, you may need to fine-tune your messaging, re-evaluate your target markets and channel mix, or adjust offers and pricing to meet the changing priorities of travelers. But, what does it really take to play your cards right? Here are a few of the points focusing on the Marketing insights that will give you an idea of how to handle the impact of COVID -19 on your business with the help of a good CRM system in Malaysia.

Mass Mailing. The ability of a good Customer Relationship Management (CRM) software to integrate with an IVR application helps to enable process driven communication for your investments from and within the CRM tool. It effectively supports both pre and post sales aspects of your business. It will not only help with the Marketing campaigns but also with the self-service and survey management. Enabling the CRM system integration helps to increase business & improve customer reach and service.

The ability to manage mass mailing with the help of Groups from CRM helps to enable marketing to a certain extent by sending newsletter, product and service announcements and marketing messages with an ease. For an advanced level of Email Marketing, CRM’s in – built Mailchimp integration ability comes into picture.

Adjust focus on human interactions. During these times of global crisis, it is much important to show empathy towards your customers than ever before. Many of you follow the same practice as earlier i.e. of blast emails to the customer or post it on social media. However, mass messaging might not be the best way. You should instead create personal connections with strategic loyalty solutions, not because it will benefit the business but because it is what your customers need.

Create segments of customers based on their relationship with your brand. For example, what their loyalty status is, those who have birthdays this month, etc. Then, hand them over to your outbound call centre solutions for special treatment. That’s what relationship means.

Be ready and resilient for changes in customer preferences. Due to such unpredictable changes in the outside world, it is very much obvious to observe changes while dealing with the customers as well over your CRM system. Not all customers will behave the same, and behaviour might change week-to-week or even day-to-day, so don’t quickly jump to conclusions. A customer may demand a change in not only related to product or service preference but also in the mode of communication.

The ability to create templates for emails, SMS as well as the script for the calling team within your CRM software in Malaysia; helps to inform the marketing team all at once and maintain consistency in dealing with the customer.

Aim to lean into your customer base. With customer behaviours and preferences changing and digital channel costs rising while budgets shrink, it probably isn’t the best time to try out new acquisition strategies. Similarly, it might be time to rethink whether to use intent-based audiences as a CRM default.

One tip to create a maximum level of certainty is to focus on customers you know and leverage their unique characteristics to uncover new audiences. For example, create segments of your VIPs or longest standing customers and use them as lookalike audiences across advertising CRM platforms. Refreshing your audiences weekly or daily will ensure that you control uncertainty as much as possible.

Keep calm. Do not get into the urge to reach to the depth of your CRM database in order to reach each and every customer. Be calm, make sound decisions, show empathy in how you plan, create, and execute your marketing strategies, and double down on the customers you know – there’s less uncertainty there. We all are looking for some normalcy in these hectic times. Give that to your customers.

CRM is a tool to utilise during this pandemic

Covid-19 has disrupted normal work lives and has challenged our economic functionality. However, business management software like Customer Relationship Management (CRM) systems ensure the customer experience and engagement is not compromised even in such unprecedented situations.

If you are in need of a CRM solution for your outbound call centre solutions, check out more on our website, schedule an appointment, and let our experts help you with your business needs today.



CRM Software Singapore
Star CRM Pte. Ltd.
30 Cecil Street,
Prudential Tower,
Singapore 049712.
Tel:  +65 6303 2679


CRM Software Malaysia
Star CRM Sdn. Bhd.
D-26-1, Menara SuezCap 1,
2, Jalan Kerinchi Kiri, Pantai Dalam,
59200 Kuala Lumpur, Malaysia.
Tel:  + 603 9213 0060


CRM Software India
Star CRM India
91 Springboard,
Gopala Krishna Complex 45/3,
Residency Road, M G Road,
Bengaluru, 560025
Karnataka, India.