CRM & CUSTOMER ENGAGEMENT STRATEGY

Design an effective CRM and Customer engagement strategy

CRM and Customer engagement strategy: optimise marketing and interactions

Behind the scenes of superior customer experiences and well-functioning customer portals, partner portals, eCommerce, and marketing automation campaigns there are always people, processes, and CRM technology.

Tinext helps companies in setting the right strategy for their CRM, the engine in the backend of all customer-facing interactions, reaching the core of your company’s processes, people and systems.

Thanks to CRM strategy services, companies will be able to understand the role CRM should play in their martech ecosystem in order to support sales, services and marketing processes and to be widely adopted across the organization.

Services and deliverables

Service Design

Sales Processes

Marketing Tecnologies

Partner Management

Loyalty

Analytics

Adoption monitoring

CRM Blueprint

Service Design

Sales Processes

Marketing Tecnologies

Partner Management

Loyalty

Analytics

Adoption monitoring

CRM Blueprint

Identifying CRM objectives across the organization

CRM systems are strategic tools used by companies to achieve key business objectives such as sales, retention, and customer satisfaction. Regardless of the company's business model (B2B or B2C), industry, maturity, and business objectives, a CRM strategy will always involve and impact multiple departments and company’s stakeholders.

Through stakeholders workshops, Tinext facilitates the sharing of goals and objectives across departments to set the foundation of a CRM strategy that will benefit all the parties involved and will onboard early on key company’s resources.

Service Design: redefine processes around your customers

Tinext also supports companies in reviewing their current processes related to sales, service, marketing and commerce and redesigning such services around the new CRM strategy. This will help reduce organizational complexity, remove silos across departments, share a common way of working among employees and - overall - equip the organization for being more customer-centric.

Preparing the ground for a true 360 customer view

An efficient CRM strategy should be designed to acquire and manage data at every stage of the customer journey. Tinext helps companies to understand how data is collected, where information is stored, what is the process to retrieve and update customer data, so that they can be used consistently across different departments of the organization.

Designing systems that will be actually used

Most CRM implementations failures are not due to technical faults, but to lack in systems adoption. To avoid this pitfall, Tinext makes sure CRM strategies are designed keeping in mind also specific needs of CRM end-users. Only in this way, companies can ensure a higher level of system’s adoption.

Tinext can also support companies after CRM implementations, with tailored CRM innovation and governance programs.

Evolution & Innovation through digital transformation

Removing silos across the organization

To work effectively, CRM must be integrated with other systems that your company uses. As part of CRM strategy services, Tinext maps the landscape of technical solutions in use at the client and deliver a comprehensive technology blueprint that highlights the position of the CRM system within the organization’s technology landscape.

Salesforce

Delivering concrete advice: prioritized list of CRM actionable initiatives

The service redesign exercise, backed by the in-depth assessment of technology, people, data, and processes carried out during the analysis, leads to a prioritized list of concrete and actionable initiatives ready to be executed on a clear roadmap towards your company’s CRM implementation success.

More about Tinext implementation Services