what
Managing Relationship with Customers has always been at the core of business.
Today mainly identified with software CRM is well beyond that.
why
As businesses only exist because their customers, the goal to develop and maintain good relationship with the clientele is the ultimate purpose.
Who
Organisations with a clear mission are capable to truly leverage a CRM strategy.
An impactful strategy on the organisational culture.
when
Since the very beginning of a business esistance design a customer experience that includes human interactions as well as machine ones is paramount
Learn how to master CRM strategy
When relationships are successful is because they are carefully designed before.
Design is about what can happen and how, understand expectations and set the correct stages and milestones.
Read the Google Books Preview here
Sales process management
Starting from the very needs of your business, designing sales processes into CRM.
Customer experience
Service management
Starting from the very need of users and customers, leverage help as a business differentiation
Multichannel Communication
Engage with audiences anytime by tailored messages
Analysis, reporting and Forecasting
Decision Making support by real time, qualitative, first hand data.
Sales Process management
Reporting is paramount to measure performance.
As Is Analysis
Set an As Is analysis to clarify how the organisation works and what workflows may benefit of an efficiency improvement.
Only after that it will be possible to develop a full picture of the company’s workflows and procedures. Then proceed planning the stages and designing functions and features in the digital tool, considering all the possible improvements.
First time it did in 2002 and you may think: “ok that’s old”, then another report was published in 2018, not that long ago. “In 2017, CIO magazine reported that around one-third of all customer relationship management (CRM) projects fail. That was actually an average of a dozen analyst reports. The numbers ranged from 18% to 69%. Those failures can mean a lot of things — over-budget, data integrity issues, technology limitations, and so forth. But in my work with clients, when I ask executives if the CRM system is helping their business to grow, the failure rate is closer to 90%.”
