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One of our main objectives is to design and implement CRM solutions that add value to the marketing automation ecosystems, using tools such as Feedback Management and Knowledge Management.

Among some of the CRM key aspects which we can optimize are:

  1. Broaden the sales department to an engagement engine by providing marketing data and qualified leads in order to accelerate the sales cycle.
  2. Help to connect the contacts’ digital data and the opportunity in order to optimize the nurturing process.
  3. Transform the call center into a Social Command Center and increase its value through a Knowledge Management System.
  4. Improve your customer satisfaction with feedback management tools.
  5. Provide a 360 degree overview of customers in only one platform.
  6. Create notifications for duplicate contacts and leads.
  7. Integrate your Loyalty Program with your CRM, or help you define it and optimize it.

CRM Strategy

The CRM Strategy focus is to align the business strategy for customers in order to increase revenue for the business. The first step of the process requires the creation of a profitable operational model based on the knowledge of the customers:

  • Customers: segmentation model and defining profitable, long-term customers.
  • Definition of the Customer Journey Cycle: acquire, maintain, upsell and cross-sell, loyalty and retention, always with optimized engagement through every stage in order to generate the desired customer experience.
  • Brand, Products, Services, Channels: products and services, and a go-to-market model.

Subsequently, make the necessary changes that drive the customer operations management: from a product or brand focus towards a customer focus (reforming operations).

  • KPIs and Metrics: business impact generated by the CRM initiatives and the defined metrics.
  • Execution Processes: processes and scorecards used in order to manage the CRM process.
  • Marketing, Sales, and Customer Service: Key processes and their current related governance.
  • Organization and Communication: Change Management model, its current status and focus.

Lastly, evaluate the data and the results:

  • Data Quality: actual process and data status in order to guarantee the CRM quality as well as the platforms to be integrated.
  • Interactive, operative, and analytic: critical functionality needed to support CRM initiatives.
  • CRM Integration: the necessary integration to support the common customer opinion and the overall business operation.

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