CUSTOMER SUCCESS
THROUGH CRM

• Defining the departments involved in the project: Identify the departments or areas that will be directly involved in the CRM implementation project, such as sales, marketing, customer service, information technology, among others.

• Defining roles and responsibilities within each department's process: Establish specific roles for each department involved in the project. This includes clearly outlining the responsibilities and tasks that each team or staff member will have during the CRM implementation.

• Identifying the current processes and tools: Carry out a comprehensive inventory of the processes and tools that are currently used by each department, evaluating their effectiveness, and determining how they could be integrated or modified with the introduction of the new CRM.

• Planning the activities that need to be carried out: Develop a detailed timeline that defines the key stages and activities for implementing the CRM. This includes establishing deadlines and important milestones and allocating resources for each task.

• Establishing the current pre-implementation data: Gathering the relevant data and analyzing it before implementing the CRM. This will serve as a baseline for assessing the impact and progress once the system is in place.

• Aligning the organization's strategy: Ensure that the CRM strategy is aligned with the company's overall objectives and vision to ensure coherence and synergy across all areas.

• Mapping the Customer Experience: Visualize and understand in detail each stage of the customer's interaction with the company to improve their experience across all touchpoints.

• Evaluating the sales processes: Analyze and evaluate the current sales processes, from acquisition to customer loyalty, identifying areas that can be improved.

• Defining the Buyer Persona: Creating detailed profiles of the ideal customers based on the customers’ demographics, behaviors, and needs and then using this information to customize the company’s marketing and sales strategies.

• Assessing customer behavior: Analyzing the customers’ behavior to understand their actions, preferences, and purchasing decisions, and then adapting the strategies to meet their needs.

• Identifying key areas for improvement in the business processes: Identify specific areas in the business processes that require improvement or adjustment to increase efficiency and customer satisfaction.

• Creating a new user experience environment for the areas involved: Design an environment that optimizes the internal user experience, facilitates CRM adoption, and improves sales efficiency.

• Designing the sales funnel’s control and management model: Establish a management framework to monitor and manage activities at each stage of the sales funnel, enabling better decision-making and optimizing the results.

• Integrating all the involved areas: Integrate and align all the departments and teams in the company that will be impacted by the CRM implementation to ensure consistent and effective execution.

• CRM software personnel training: Provide training and coaching to the personnel on how to use the CRM and its functionalities to ensure that they use the tool effectively.

• Customer segmentation and analysis (RFM): Segment customers according to their purchasing history (Recency, Frequency, and Monetary Value), allowing us to identify specific groups that can be targeted with more personalized marketing and sales strategies.

• Monitoring customer behavior: Continuously observe and record customer interactions and decisions so that the company can adapt its business strategies and ensure they’re aligned with changing customer preferences.

• Satisfaction evaluations: Regularly collect and analyze customer opinions and comments to understand their level of satisfaction and detect areas that need to be improved. This helps the company continuously strengthen its relationship with its customers.

• Integrating the IT systems: Combining and connecting different information systems within the company to facilitate the transfer of data between them, allowing for a more complete and cohesive view of the business information.

• Customer management training: Provide specific training to the personnel on techniques and strategies that will help them manage their customer relationships effectively so that they can improve customer satisfaction and retention.

• Developing machine learning algorithms: Create advanced machine learning algorithms to analyze complex data, identify patterns and trends, and predict future customer behaviors, thus improving the company’s strategic decision-making.

• Control and manage the sales funnel data: Establish a system to monitor and manage the data generated at each stage of the sales funnel, enabling continuous analysis and informed decision-making at each stage of the sales process.

• Continuous innovation in business processes: Cultivate an environment that promotes the constant search for improvements and changes in the company’s processes. This encourages creativity and the implementation of new strategies in order to maintain competitiveness and efficiency.

• Monitoring daily activities by business unit - sales executive: Supervise and record the daily activities carried out by each business unit or executive, allowing the company to provide detailed follow-up to their actions and manage their contributions to the overall process.

• Regular evaluations of the CRM process and the objectives met: Conduct regular evaluations to measure the CRM’s performance and its impact on the achievement of the established objectives. This enables the company to make adjustments or improvements to the system and business strategies so that they can maintain their focus on the objectives.