CRM must be a platform on which all disciplines work together

CRM Must be a platform on which all disciplines & management work together...

All organizations are facing the transition to Customer Engagement. And what do they do: They implement CRM software on an island reserved for sales and marketing. And it could be worse. Employees of these departments do not have all the rights to do everything! It is therefore not surprising that CRM projects fail and implementations get completely out of hand in terms of cost and duration. It was a bad start.

CRM – Software for Customer Engagement, should be a platform on which all departments and disciplines work together, including management. Customer Engagement is high on the list of priorities in most organizations. Customer Engagement is a mindset for all departments and disciplines. So why are CRM systems islands? How can we support Customer Engagement with digital systems? How can departments and disciplines benefit from all data? And how do we deliver the right content to prospects and customers at the right time? This is the answer.

...CRM should not be an application in itself on an island

online realtime data about salesleads

Sounds all very logical, but how does it often go in practice...

Management does not participate in CRM and asks sales every time to make quotation lists! What an enormous waste of time and annoyance. And what’s the value of data if it’s a week old? And what if that sales meeting is postponed for a week? Why do you put expensive salespeople to work for these kind of simple lists. Floris and SharePoint deliver real-time data so that management and sales work together perfectly without extra effort. And what would be the effect if marketing delivers the right content to that prospect at the right time? And so 3 departments are already working together very effectively.

How well do your departments work together?

Marketing and sales often disagree about lead generation and processing.

25% of all sales leads are lost in the sales funnel. If somewhere good cooperation immediately produces money, then it is marketing and sales. All sales and marketing managers know it, but find it difficult to do anything about it. We have developed a method that solves that problem that is also easy to implement. And then marketing and sales work together on new business and customer engagement. There is no question that, when Sales and Marketing work well together, companies see substantial improvement on important performance metrics: Sales cycles are shorter, market-entry costs go down, and the cost of sales is lower.

How well do your marketing and sales work together?

CUSTOMER CASE

How three departments work together for customer satisfaction

A good example of disciplines that work well together in the order processes is HES. When the service engineers have carried out a repair or maintenance, the hours worked and the materials are immediately processed with a tablet. They make a draft invoice which is also digitally signed. Then the service ticket is processed. They are simple actions but it makes the work at the office a lot easier. We have developed a workflow to secure the path from service ticket to invoice. Administration and service engineers work together on the order processes and everyone knows what needs to be done. When a service ticket closes, a flow in Office 365 is automatically triggered. Customer service can then contact the customer and conduct a satisfaction survey. Three departments work together to achieve 100% satisfaction.

Processing data on location is a small effort, but this has made processing orders at the office a lot easier.

If you really want to make customers happy, you quickly solve the problems

A planning for service technicians never goes completely according to plan. Sometimes they have time to spare. Then a service technician can see if there is a malfunction in the area that he can pick up. In this way, service technicians pick up work and give the planning a helping hand. Because service technicians have insight into all malfunctions, they can take initiatives themselves.

Working together on a smart way of processing service

OFFICE 365 WITH SHAREPOINT IS A GREAT PLATFORM FOR ALL DISCIPLINES AND MANAGEMENT TO WORK TOGETHER.

Floris CRM is very versatile, just look ...

CUSTOMER ENGAGEMENT

It is more important than ever to fulfil the wishes and requirements of each individual customer well within the customer relationship. After all, they no longer take it for granted to commit themselves to an organisation for a longer period of time and are constantly looking for meaningful connections with organisations that add value to their existence. This makes Customer Engagement more important than ever.

CUSTOMERS QUESTIONS AND TICKETING

Customers don’t just ask questions to the contact centre or support. They also ask questions to sales, marketing, administration, product development, basically all departments. In addition to the correct handling of support tickets, it is important to record all customer queries in a central database. All customer questions are taken seriously.

RELATIONSHIP RELATED LIBRARIES

Where did I save that customer’s pdf document? An unnecessary question, because all libraries are related to relationships, in fact all digital objects. So no more searching on disks, dropboxes, cloud drives. Linking the SharePoint libraries to the relations also ensures that they are shared instead of e-mailed. Mailing costs organizations an incredible amount of time.

CONVENIENT OUTLOOK TEMPLATES

With a nice template you create an email from Floris and archive it to the relation. This makes it very easy to find an email that has been sent. Go to your customer and look in the archive. It is not convenient to make Outlook into a database with customer data.

CAMPAIGN MANAGEMENT AND LEAD TRACKING

You want to know where your precious marketing budgets are going. Campaign management provides insight into which channels yield the most return. A tracking strategy for new business leads, so that no lead is lost and sales and marketing work together on a good lead conversion.

FORECAST & BILLING

Include quotations in CRM and make forecasts about expected sales. All this data can be used to turn a quotation into an order and an invoice. Link campaigns to quotations and orders and measure the return on marketing budgets.

A smart tool to help users with the navigation ...

Most CRM software is far too complicated. Users find it difficult to process data. It is very important that software works logically. Floris has an advanced “Navigator”. You will no longer lose your way in your CRM software. The bottom line is that Floris records the route where you come from and where you are going to. With this “Navigator” you can easily return to the point where you left. It is cleverly put together. To speak with the words of Einstein: We have thought about it a little longer. Come and have a look!

With a few clicks you have completed your task

How departments and management benefit from data

Excel sheets are always dated because they do not have real-time data. In order for all departments and management to benefit from all data, it is important to have up-to-date information at all times. For frequently asked questions, we have deafult templates that we implement in SharePoint. For the other questions we take default templates that we customize. This allows all departments to benefit from real-time data and anticipate changes in the world and market in a timely manner. SharePoint is a powerful communication channel that allows you to eliminate a lot of email traffic. There is only one copy of each report or published document. Spreading reports and digital objects with e-mail is not efficient because after receiving an update people often don’t know which report is the most up to date.

It has become very easy to publish reports within the organisation.

Focus on the right prospect to become a customer

Selling costs a lot of money. Visiting relationships, making quotations, giving presentations. The question is, are we going to do all that if we don’t know what our chances are. Being very busy with the wrong prospects is not smart. Marketing and sales don’t work together either. With a simple strategy, sales and marketing focus on prospects who become customers. Is that gonna boost our sales? I’m sure it will.

Increasing opportunities and reducing sales costs

How can software support customer engagement

With only Relation Management you can no longer make a difference with customers. Of course a 360 degree customer view is important. It’s about turning customers into engaged customers and delivering the right content at the right time. The customer relationship is becoming increasingly digital. But that is precisely why personal interactions are becoming very important. Software for CRM – Customer Engagement must support these processes and be able to analyse successes and progress. But how can software support customer engagement? For example, by giving a value based on a number of items. The strategy is to analyze these values and working on improvement. To put it simply. In addition, the software can then support the Marketing Automation. Working on customer engagement is the new CRM. Of course, we will first talk to your marketing department to digitise the Customer Engagement strategy.

With Floris we can work structurally on Customer Engagement

How easy it is to provide relationships with the right content for Customer Engagement

In order for prospects to become customers and inspire customers again and again, it is important to deliver the right content again and again. But in practice it seems that it is not so easy to deliver the right content at the right time. Marketing automation could play a great role in this. With 10 customers you don’t need that of course… But otherwise start and start easy

1) Define content groups and articles
2) Distinguish between customers and prospects
3) Add contacts to these groups (That’s gonna take some time)
4) Analyze where the most need is
5) Link these relation groups to mailchimp or call list

If you tackle this systematically and structurally, this will definitely contribute to Customer Engagement. With FLORIS you can start tomorrow with a Content Needs Strategy!

Content operational excellence

On this website page we have named a number of functions of FLORIS. If you have any questions or would like to get acquainted with Floris, an online presentation is of course easily arranged. With great pleasure we will take the time to answer your questions and inspire you. You are most welcome!

Contact me on Microsoft Teams: frans.kuylenburg@365cloudhouse.com or send me e-mail.

CRM must be a platform on which all disciplines work together

CRM Must be a platform on which all disciplines & management work together...

...CRM should not be an application in itself on an island

online realtime data about salesleads

online realtime data about salesleads

Sounds all very logical, but how does it often go in practice...

How well do your departments work together?

Marketing and sales often disagree about lead generation and processing.

How well do your marketing and sales work together?

CUSTOMER CASE

How three departments work together for customer satisfaction

Processing data on location is a small effort, but this has made processing orders at the office a lot easier.

If you really want to make customers happy, you quickly solve the problems

Working together on a smart way of processing service

OFFICE 365 WITH SHAREPOINT IS A GREAT PLATFORM FOR ALL DISCIPLINES AND MANAGEMENT TO WORK TOGETHER.

Floris CRM is very versatile, just look ...

A smart tool to help users with the navigation ...

With a few clicks you have completed your task

How departments and management benefit from data

It has become very easy to publish reports within the organisation.

Focus on the right prospect to become a customer

Increasing opportunities and reducing sales costs

How can software support customer engagement

With Floris we can work structurally on Customer Engagement

How easy it is to provide relationships with the right content for Customer Engagement

Content operational excellence

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