If we consider the B2B world, colloquially, the business world, strategy is of profound importance. The CRM is definitely not separate, the CRM is primarily designed to ensure holistic productivity and increasing sales. Therefore, it is important to have a proper data driven CRM strategy.
A plan needs to be put out properly in order to increase sales, enhance holistic customer service. This can be achieved through a combination of processes, actions and tech-stacks. This is where a data driven CRM strategy comes into practice.
Below are some of the core steps which are required to build out a successful CRM strategy for a given business.
1. Plan out the customer journey
Planning out the customer journey is the most important thing. It is important to know each and every step of the customer journey. Further, it is crucial to start from the very first touch point or points.For example, we at Imprint, while planning our strategy keep the customers in the forefront. Some of the important questions that we consider. The first and the most important question being, which stage our customer is in and what are they trying to achieve. Apart from that we need to keep in mind who is interacting with the customers and what are the touch points. Further, we analyse how to improve these interactions.
2. Artificial Intelligence
Leveraging artificial intelligence (AI) is yet another important aspect. AI can power up customer relations like nothing else. This is because it enables the automation of the workforce. It saves a lot of time of the employees and they can focus on the actual task.Imprint for example is an AI-ML powered workforce automation crm software. Therefore, it can provide insight both in terms of sales as well as in terms of lead management. This is because the data from the past as well as the customer details are already recorded in the system. It enables the obtaining of market interest and the potential leads based on the past performance. Through the past insight, it provides scores and recommendations for the future.
3. Integrate data for better communication
A very important thing while devising the ideal CRM strategy is efficient data integration. A considerable amount of modern CRMs provide communication capabilities that enable access to data with the help of web services.This is the kind of collaboration that we need in a post pandemic world which is highly digitised. At team Imprint, the developers give due importance to data integration. This enables a company to communicate with other sources and organizations in order to share information at a faster rate. This also improves customer service and in turn allows a company to generate better leads.
In the end, the primary concern of a company is to generate better leads that are ultimately converted to sales and it brings better revenues.
4. Automation capacities
Automation is something that enhances the overall functioning of a CRM. Automation features in a CRM can guide business managers and sales representatives in the course of their action.Imprint is an AI-ML powered workforce automation crm software, that provides a complete solution to all the possible problems that may arise in the overall workforce management. This is the reason why starting from NBFCs to publishing houses, Imprint has been able to aid ventures irrespective of their niche or sizes.
5. Defining the overall goals and visions
The most important thing before formulating a strategy is to analyse what is the purpose of the CRM. Is it merely limited to enhancing customer experience or is it about enhancing holistic productivity. This will actually propel the strategy towards the right direction.Whatever is the primary intention that should be integrated with the overall strategy.
These are some of the points that should be kept in mind while developing the right strategy. The most important thing is to know the goal and understand the requirements of the customer. This is because a proper strategy can take one a long way!
For us, at Imprint this has been a result of meticulous research and our experience of serving over hundred customers. Try these strategies, make it data driven and it will do wonders!