One of the main challenges is the lack of integration between the different systems and communication channels used by the company. Customer data is often scattered across different platforms and is not updated consistently. This can lead to a lack of visibility of relevant information and make it difficult to personalize the proposed service.
Another challenge is the lack of a clearly defined CRM strategy. Some companies invest in CRM technology and tools, but do not develop a solid strategy to guide the use of these tools. It is important to understand customer needs and define clear objectives before investing in technology.
In addition, companies often make mistakes when executing their CRM strategies. One of the main ones is sending excessive emails and messages. This can lead customers to feel annoyed and choose to unsubscribe or even distance themselves from the company.
Below are some points, in my opinion, that every CRM area should disseminate among the entire team:
Clarity in success metrics
Have a clear definition of what action the contact/customer should take on that journey so vietnam phone number example that you can measure the success of the ruler. Have this metric defined for each ruler or journey of your company;
Conversion curve
Know the average time between the contact entering the ruler until the central objective is reached.
I have seen many companies define the duration and number of touch points of a communication journey/ruler based on simple “guesswork”. Believe me, this is more common than it should be.
Test execution
Encourage your team to come up with hypotheses and carry out tests to improve performance and consequently increase the ROI of their journey.
In short, the CRM area presents many challenges and mistakes to be overcome. It is important that companies are aware of these points in order to offer a great experience to their customers.
Want to learn more about CRM and related areas to expand your expertise? Keep following the MATH blog and don't miss the next content.