CRM Must be a platform on which all disciplines work together…
Do you want to get more out of your CRM software? Improve engagement by connecting all departments on one central customer engagement platform for CRM.
…CRM should not be an application in itself on an island
It is indeed a long white paper. Schedule a 30-minute content sharing meeting here.
All organizations are facing the transition to Customer Engagement. And what do they do: They implement CRM software on an island reserved for sales and marketing. And it could be worse. Employees of these departments do not have all the rights to do everything! It is therefore not surprising that CRM projects fail and implementations get completely out of hand in terms of cost and duration. It was a bad start.
CRM – Software for Customer Engagement, should be a platform on which all departments and disciplines work together, including management. Customer Engagement is high on the list of priorities in most organizations. Customer Engagement is a mindset for all departments and disciplines. So why are CRM systems islands? How can we support Customer Engagement with digital systems? How can departments and disciplines benefit from all data? And how do we deliver the right content to prospects and customers at the right time?
THESE ARE THE ESSENTIAL ANSWERS THAT YOUR CRM SOFTWARE SHOULD PROVIDE
Sounds all very logical, but how does it often go in practice…
Management does not participate in CRM and asks sales every time to make quotation lists! What an enormous waste of time and annoyance. And what’s the value of data if it’s a week old? And what if that sales meeting is postponed for a week? Why do you put expensive salespeople to work for these kind of simple lists.
Power BI and SharePoint deliver real-time data so that management and sales work together perfectly without extra effort. And what would be the effect if marketing delivers the right content to that prospect at the right time? And so 3 departments are already working together very effectively.
How well do your departments work together?
Marketing and sales often disagree about lead generation and processing.
25% of all sales leads are lost in the sales funnel. If somewhere good cooperation immediately produces money, then it is marketing and sales. All sales and marketing managers know it, but find it difficult to do anything about it. We have developed a method that solves that problem that is also easy to implement. And then marketing and sales work together on new business and customer engagement.
There is no question that, when Sales and Marketing work well together, companies see substantial improvement on important performance metrics: Sales cycles are shorter, market-entry costs go down, and the cost of sales is lower.
How well do your marketing and sales work together?
CUSTOMER CASE
How departments work together for customer satisfaction
A good example of disciplines that work well together in the order processes is HES. When the service engineers have carried out a repair or maintenance, the hours worked and the materials are immediately processed with a tablet. They make a draft invoice which is also digitally signed. Then the service ticket is processed.
They are simple actions but it makes the work at the office a lot easier. We have developed a workflow to secure the path from service ticket to invoice. Administration and service engineers work together on the order processes and everyone knows what needs to be done.
When a service ticket closes, a flow in Office 365 is automatically triggered. Customer service can then contact the customer and conduct a satisfaction survey. Three departments work together to achieve 100% satisfaction.
Processing data on location is a small effort, but this has made processing orders at the office a lot easier.
If you really want to make customers happy, you quickly solve the problems.
The planning for service technicians never goes completely according to plan. Sometimes they have time to spare. Then a service technician can see if there is a malfunction in the area that he can pick up.
In this way, service technicians pick up work and give the planning a helping hand. Because service technicians have insight into all malfunctions, they can take initiatives themselves.
Working together on a smart way of processing service.
OFFICE 365 WITH SHAREPOINT IS A GREAT PLATFORM FOR ALL DISCIPLINES AND MANAGEMENT TO WORK TOGETHER.
IN YOUR COMPANY EVERYONE IS SALES AND SERVICE
Develop a business plan for social selling and your valuable content
Working together on new business with good content and a transparent content calendar.
Posting together from your business page works a lot better!
Social selling works a lot better if you work together with your colleagues and post from the business page. But also when establishing “connections”, the inclusion of good content in the message is a success factor.
But where is all this content and where are there handy templates for the messages? Join forces in social selling by using libraries for content and templates.
With a “suggestion box” on the platform, you build relevant content together.
Be careful with your valuable content and make a smart planning.
With a content calendar, you do not only make a smart planning. Everyone knows which content will be available soon and can also boost the message with a “like”.
Also create a “suggestion box” on the platform so that you can work together on new content. Moreover, such a bus can ensure that content is created where there is a real need.
Publishing good content is no easy task, by working together you will succeed much better!
From Zero to Hero in Social Selling on LinkedIn
Focus on the right content for your prospects and customers.
To ensure that prospects become customers and to continually inspire and add value to customers, it is important to continually deliver the right content. But in practice, providing the right content at the right time is not so easy. Marketing automation could play a major role in this. Start and start easily.
1) Define content groups and articles
2) Create groups of customers and prospects
3) Add contacts to these groups (This will take some time)
4) Analyse where the need is the greatest
5) Link these groups to mailchimp or a call list
If you tackle this systematically and structurally, it will certainly contribute to Customer Engagement.
…and you will win new customers.
FOCUS ON THE RIGHT CHANNEL AND IMPROVE THE RETURN ON YOUR MARKETING BUDGETS
Campaign management, a must have for every sales & marketing manager. But often not a really good discipline in the CRM system.
With real-time data on the number of leads resulting in profitable customers generated by each channel, you are finally in control of your marketing budgets.
How departments and management benefit from real-time data.
Campaign management, for many marketers a puzzle to integrate in CRM. But don't you want to know where your marketing budgets go and which channel works best?
Excel is an excellent tool, but with Power BI you can make reports that you can publish on SharePoint in no time. So everyone knows how things are going.
Power BI links directly to databases so you never have to make those Excel lists again and always have data that is up to date.
This allows all departments to benefit from real-time data and anticipate changes in the world and market in a timely manner. SharePoint is a powerful communication channel that allows you to eliminate a lot of email traffic. There is only one copy of each report or published document. Spreading reports and digital objects with e-mail is not efficient because after receiving an update people often don’t know which report is the most up to date.
Publish your reports easily within your company
Focus on the right prospect to become a customer.
Selling costs a lot of money. Visiting relationships, making quotations, giving presentations. The question is, are you going to do all that if you don’t know what your chances are.
Being very busy with the wrong prospects is not smart. Marketing and sales don’t work together either. With a simple strategy, sales and marketing focus on prospects who become customers. Is that gonna boost your sales? I’m sure it will.
Increasing opportunities and reducing sales costs
How software can support your Customer Engagement
With only Relationship Management (CRM) you can no longer make a difference with customers and prospects. Of course, a 360-degree customer view is important. It's about turning customers into engaged customers and delivering the right content at the right time. The customer relationship is becoming increasingly digital. But that is precisely why personal interactions are becoming very important.
Software for CRM – Customer Engagement must support these processes and be able to analyse successes and progress. But how can software support support customer engagement?
For example by giving a value based on a number of items. The strategy is to analyse these values and work on improvement. Simply put. Working on customer engagement is the new CRM.
Start the journey to engagement with your customers today.
CRM – Software for Customer Engagement, should be a platform on which all departments and disciplines work together, including management. Customer Engagement is high on the list of priorities in most organizations. Customer Engagement is a mindset for all departments and disciplines. So why are CRM systems islands? How can we support Customer Engagement with digital systems? How can departments and disciplines benefit from all data? And how do we deliver the right content to prospects and customers at the right time?
THESE ARE THE ESSENTIAL ANSWERS THAT YOUR CRM SOFTWARE SHOULD PROVIDE
If you have any questions or would like to get acquainted with this power platform for sales and service, an online presentation is of course easily arranged. With great pleasure we will take the time to answer your questions and inspire you. You are most welcome!
Contact me on Microsoft Teams: frans.kuylenburg@365cloudhouse.com or send me e-mail.
