Your CRM customization efforts are falling short. How can you turn around declining customer satisfaction?

Pare de falar apenas do seu produto ou serviço para o cliente. A única forma de realmente gerar mais resultados no médio e longo prazos com CRM é entender o que interessa ao consumidor. O que é sucesso para o seu cliente? Lembrando que sucesso é o resultado que o cliente alcança depois que interage com você. Ou seja, seu produto ou serviço é apenas um meio. Atualmente, com tanta disputa pela atenção, as empresas precisam pensar como a mídia. Se não engajarem suas audiências com conteúdos relevantes, serão ignoradas.

To improve declining customer satisfaction, analyze CRM data to identify gaps in your customization efforts. Focus on personalizing interactions based on customer preferences, feedback, and behavior. Regularly update CRM settings to align with evolving customer needs, and actively seek customer input to refine your approach. By tailoring experiences more accurately, you can boost satisfaction and loyalty.

To address declining customer satisfaction, it's crucial to start by conducting a thorough analysis of current CRM workflows and identifying any bottlenecks or inefficiencies. Customizing CRM systems should always align with the specific needs of the business, ensuring that each customization adds tangible value to both the customer experience and internal processes. By leveraging data-driven insights and fostering close collaboration between stakeholders, you can realign your CRM strategy to better meet customer expectations and drive meaningful improvements in satisfaction levels.

Turning around declining customer satisfaction with CRM customization requires direct engagement with end-users. In a customer relationship management overhaul project, I initiated user-centered design workshops to gather feedback directly from sales and customer service teams. This approach, coupled with iterative prototyping, ensured that the CRM system was aligned with the actual needs of those using it daily. The method I employed, Design Thinking, proved crucial in transforming the user experience, ultimately boosting customer satisfaction by making the CRM more intuitive and responsive to user feedback. For further reading, "Design Thinking for Strategic Innovation" by Idris Mootee offers valuable guidance on this approach.

Integrating your CRM with other systems (ERP, MRP, specialized marketing platforms, etc.) must have a clear strategy as to why the integration exists in the first place. Integration without a clear strategy is a quick way to waste time, money, and effort. Pulling data into your CRM and pushing data out of your CRM should happen for a reason and on a time interval that provides the needed information timely to the destination. If you don't get the integration's data flow and timeline of data flow clearly established, you run the risk of duplicate data in your CRM and the other system - creating a bigger administrative burden on your team instead of alleviating it.

Treinar o time e explicar sobre os objetivos de cada personalização e como elas contribuíram no sucesso do negócio ajudam ainda mais a maximizar esse processo. Além disso mantenha seu time treinado sobre como executar essa é outras personalizações.

Having the proper tools that enable your team to have the agility necessary to adapt to change can make or break adoption and CRM longevity. It doesn't matter what CRM you use, you need to have a panel, board, or group of people whose sole purpose is to consistently improve your CRM. A standard for implementing a mechanism for constant change is for that group of people to: 1) Facilitating feedback sessions with users 2) Analyze the feedback 3) Create an execution plan on how to adjust the CRM to the feedback 4) Deploy those changes to a sandbox environment 5) Test changes thoroughly 6) If testing passes, deploy to production. If it fails, go back to step 2. 7) Repeat steps 1-6.