CRM Implementation: A Practical Model to Avoid Failure
Posted: Tue Dec 03, 2024 10:51 am
Everyone has been talking about CRM -Customer Relationship Management for a long time now, but companies are often unable to exploit all its potential. How should they act, therefore, so that the implementation of CRM is truly functional to the company's business?
The first step is to think of CRM not only as a technology; CRM, in fact, is a set of ideas, strategies, processes and actors that, working together, make the model effective and efficient ; it is a functional model for managing all relationships and interactions of a company with potential and existing customers.
CRM, therefore, is not limited to a snapshot (for example, recording the name, surname, email and telephone number of the customer who has just made a purchase), but helps companies manage the "film" of the relationship with users and all the information that arrives from the different channels . It is a data-rich platform , which allows the various teams to deepen their relationship with potential and acquired customers, to provide a coherent and consistent experience, simplifying processes and at the same time improving work activity.
CRM Implementation: The Rules to Follow
CRM is not new; companies have been using CRM platforms georgia whatsapp number Data 5 Million for years. To make the most of them, a new way of approaching and using them on a daily basis is needed. Common CRMs, in fact, have everything a company needs: multiple features, additional tools, and data analysis that companies often don't manage.
Generally, two CRM models can be identified; the first puts the customer at the center and provides for the integration of multiple systems to manage the entire data life cycle through content, messaging, automotion, reporting, data tools; the second model is built for acquisition : a single marketplace with different applications that tries to satisfy all the sales needs of an organization.
These two types of approach, however, can cause problems: a lack of integration or alignment between the various programs or an inadequate user experience (UX); without forgetting that both custom CRMs and sales-oriented ones are unlikely to adapt to the evolution of organizations.
Precisely for this reason, it is necessary for companies to change their approach and not think of the various channels as independent of each other: online and offline are now two sides of the same coin and must be considered at the same level. This is why it is important to adopt an omnichannel approach, which provides for a synergic management of the various points of contact between company and consumer to improve their experience and at the same time manage the relationship in a correct and successful way.
If CRM was previously intended only as a sales tool, it has now become a full-fledged business tool and must be placed at the center of the growth and development strategy of those companies that want to be scalable, align the work of the sales department with that of the marketing team and administration, offer an intuitive user experience to their customers and interface with a single system to record and codify data.
The first step is to think of CRM not only as a technology; CRM, in fact, is a set of ideas, strategies, processes and actors that, working together, make the model effective and efficient ; it is a functional model for managing all relationships and interactions of a company with potential and existing customers.
CRM, therefore, is not limited to a snapshot (for example, recording the name, surname, email and telephone number of the customer who has just made a purchase), but helps companies manage the "film" of the relationship with users and all the information that arrives from the different channels . It is a data-rich platform , which allows the various teams to deepen their relationship with potential and acquired customers, to provide a coherent and consistent experience, simplifying processes and at the same time improving work activity.
CRM Implementation: The Rules to Follow
CRM is not new; companies have been using CRM platforms georgia whatsapp number Data 5 Million for years. To make the most of them, a new way of approaching and using them on a daily basis is needed. Common CRMs, in fact, have everything a company needs: multiple features, additional tools, and data analysis that companies often don't manage.
Generally, two CRM models can be identified; the first puts the customer at the center and provides for the integration of multiple systems to manage the entire data life cycle through content, messaging, automotion, reporting, data tools; the second model is built for acquisition : a single marketplace with different applications that tries to satisfy all the sales needs of an organization.
These two types of approach, however, can cause problems: a lack of integration or alignment between the various programs or an inadequate user experience (UX); without forgetting that both custom CRMs and sales-oriented ones are unlikely to adapt to the evolution of organizations.
Precisely for this reason, it is necessary for companies to change their approach and not think of the various channels as independent of each other: online and offline are now two sides of the same coin and must be considered at the same level. This is why it is important to adopt an omnichannel approach, which provides for a synergic management of the various points of contact between company and consumer to improve their experience and at the same time manage the relationship in a correct and successful way.
If CRM was previously intended only as a sales tool, it has now become a full-fledged business tool and must be placed at the center of the growth and development strategy of those companies that want to be scalable, align the work of the sales department with that of the marketing team and administration, offer an intuitive user experience to their customers and interface with a single system to record and codify data.