Consulting to fit your stage of CRM adoption
Whether you’re looking to implement a CRM into your sales, marketing, service team or all three, my experience will support you from start to finish…and beyond.
Take the test
When does your Customer Experience start?
1. On your website
That's too late. 60% of a sale takes place before they contact you.
2. In your marketing emails
That's too late. 60% of a sale takes place before they contact you.
3. On social media
That's better than most. But is your content engaging or just product benefits?
4. On 3rd party websites
That's better than most. But is your content engaging or just product benefits?
How do you interact with customers after the sale?
1. They contact customer care
Your customer experience won’t be the best. Improving could bring 3.5x more referral sales.
2. Speak to an account manager
Your customer experience won’t be the best. Improving could bring 3.5x more referral sales.
3. We send out newsletter
Good start, but what about social media and video?
4. We continue customer nurture marketing
Well done. Are you addressing your customers future needs?
Is your marketing content engaging?
1. It clearly outlines our product features & benefits
You won’t stand out from your competitors
2. We talk about customer gains
You won’t stand out from your competitors
3. We promote real life successes
Take this a step further, by showing you understand your customers sector challenges
4. We tailor to some customer types/industry sectors
Take this a step further, by showing you understand your customers sector challenges
CRM/CX system selection
- Identify and prioritise requirements
- Rank and rate potential CRM suitability
- Detail costs for launch and ongoing management
System Implementation
- Interview and recommend implementation partner
- Define reporting and analytics
- Manage CRM implementation and testing
CRM adoption
- Manage launch comms and training
- Implement user adoption programme
- Establish Change Control Board and Super User team
Partner management
- Identify suitable delivery partner
- Manage project delivery via partner
- Establish managed service and support processes
Project turnaround
- Identify issues with existing implementation
- Work with stakeholders to redefine goals
- Manage delivery partner to undertake changes
Change Control Process
- Establish Change Control Board
- Define goals and strategy around change process
- Facilitate investment approach agreement