If you are not already planning your path to success with a customer-oriented strategy or CRM, then difficult times are likely to come. Fernando Lopes Dec 27, 2012 CRM and SMarketing If you’re not already planning your path to success with a customer-oriented strategy or CRM , then chances are, you’ve got tough times ahead. I believe that the success of the customer orientation or CRM strategy implies the application of internal changes and metrics that can be guaranteed with the execution of a structured plan that basically goes through three phases: 1. Create a Customer Oriented Position with CRM - SMarketing If your company ’s CRM strategy is nothing more than an “idea”, it will remain without real form.
The first step is to give it a name, and then you must create a plan to ensure that it has visibility, so that other strategic sectors value it. More importantly, it is to make this strategy gain a voice of its own among managers and executors. To create cohesion between the various departments that will be part of the customer orientation and CRM strategy, you Afghanistan Phone Number must start by creating a centralized team that takes responsibility for the customer experience and commands the strategy for treating “WOW customers”. It is this group that must decide who is responsible and who is the executor of the strategy throughout the company, and still have a vision of how it is being implemented in each of the phases.
That team must also create a plan that “transforms the company by building a customer-centric, self-organizing culture.” That is, members of customer-centric teams must be trained, empowered and motivated (including but not limited to compensation) to provide the customer with an experience that creates loyalty and value. The most important way of motivating employees to act in the relationship with the customer, part of an organizational structure based on customer trust. The stronger the organizational culture, the greater the chances of success of the customer relationship strategy, and the company in general. 2. Numbers Are the Pillars of Strategy When I talk about measuring.