CRM and Cx
Optimization Audit
Maximizing Your Investment in CRM and Elevating Customer Experience
Despite significant investment in a CRM platform, many organizations struggle with fragmented usage and unrealised potential.
Additionally, aligning your CRM strategy with an effective Customer Experience (CX) framework ensures a seamless journey for your customers.
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Key Challenges
CRM Overall
Are we using it correctly?
What functionality could and should we be using?
How can we best integrate CRM with existing data sources and spreadsheets.
How do we best manage documentation and democratising information across the organization.
Sales-Specific Issues
Data inaccuracy and duplication.
Inconsistent usage across the organization.
Obsolete contact information — can we track contacts as they move to new companies?
Generation of organizational charts.
Cx Challenges
Are customers receiving a consistent and seamless experience across all touchpoints?
How well are we leveraging CRM data to deliver personalized and meaningful interactions?
Identifying gaps in the customer journey and addressing “moments of truth.”
Utilizing customer feedback tools like NPS, CSAT, and journey mapping effectively.
Desired Outcomes
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CRM as the Default System:
Embed habitual use of the CRM across the organization to streamline customer relationship management.
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Cx Alignment:
Ensure your CRM supports a data-driven CX strategy, delivering exceptional experiences for customers.
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Uncover Potential:
Gain a clear understanding of the true potential of integrating CX data capture into your CRM.
Proposed Process
Data Cleanse & Consolidation:
Analyze data integrity, consolidate sources, and track user engagement.
Playbook Creation:
Develop usage principles to ensure consistency across teams.
Document Management Setup:
Organize and streamline documentation processes.
CX Audit:
Conduct an in-depth audit of your current customer journey, identifying pain points and opportunities for improvement.
Training:
Equip the team with the knowledge to effectively use the CRM and integrate it with CX initiatives.
Roll-Out:
Launch new processes and systems for CRM and CX alignment.
Review & Improvement:
Monitor adoption, refine the approach, and track improvements.
6-Month Follow-Up:
Reassess usage and identify further opportunities for optimization.
Methodology
Our approach combines data-driven insights, practical workshops, and hands-on support to ensure measurable outcomes in both CRM usage and CX alignment.
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Next Steps
Agree Scope and Deliverables:
Align on the focus areas and objectives.
Define the timeline, budget, and terms
Initiate Onboarding:
Kick-off the project with all stakeholders.