Grotere CRM prestaties vragen om kleiner denken

Door Dynamic Hands op

Wellicht wat het in het verleden wel eenvoudiger, want bij de bouw en implementatie van een CRM systeem werd ervan uitgegaan dat dit een oplossing voor jaren was. De uitdaging tegenwoordig? Alles verandert zo snel, dat lange implementaties zouden betekenen dat het project bij oplevering alweer achterhaald is. Daar zit wat ons betreft de kern om kleiner te denken, wat voor sommige organisaties overigens nog wennen kan zijn.

Definieer behapbare deelprojecten

Organisaties die actief inzetten op digitale transformatie zullen erachter komen dat dit een continu proces is van leren, doen en evalueren. Daarom zijn wij ook een groot voorstander van Agile samenwerkingen; een stapsgewijze en betere vooruitgang bereiken door tussentijdse kwaliteitssprints. Dat geldt ook voor CRM projecten. Te groot denken en uitgebreide plannen beschrijven brengt risico’s met zich mee en kan de organisatie zelfs tijdelijk verlammen, bijvoorbeeld als er te weinig eigen kennis en expertise is of mensen eigenlijk niet konden worden vrijgemaakt.

Voorbeelden van kleinere projecten

Dit zijn drie voorbeelden hoe organisaties met het benoemen van kleinere projecten kunnen komen tot grotere prestaties:

Een data integratieproject

De uitdaging hier kan dubbele, incomplete of onvolledige (klant)data invoer zijn, omdat applicaties onderling slecht met elkaar samenwerken. Het laten samenwerken van de data, vanuit verschillende bedrijfsprocessen, helpt bij het compliant zijn en voorkomt ook onnodige opslag van data. DynamicHands verzorgt complete integratietrajecten zodat losse bedrijfssystemen aan elkaar geknoopt worden en alle betrokken afdelingen ervan profiteren.

Een Dynamics 365 Sales project

Met Microsoft Dynamics 365 for Sales kunnen accountmanagers en salesmanagers alle klantinformatie op één plek onderhouden en raadplegen. Het bevat een voorgedefinieerde set van tabellen, processen en rapporten die aan de eigen salesprocessen aanpasbaar zijn. Omdat er ook marketingcampagnes mee te creëren zijn, maar ook serviceaanvragen van klanten gekoppeld kunnen worden, kiezen wij ook hier voor een stapsgewijze aanpak. Salesmanagers kunnen daardoor focus houden op de business, zonder afgeleid te worden door teveel veranderingen op een moment.

Een project voor beter klantcontact en loyale klanten

Hoe meer er gebruik wordt gemaakt van persoonlijke berichten, hoe loyaler klanten zullen zijn. Daarom kan het zeker interessant zijn om eens samen te onderzoeken hoe er geautomatiseerde klantcommunicatie kan plaatsvinden die toch persoonlijk lijkt. Daarmee zien klanten de inhoud die zij boeiend vinden of worden zij bijvoorbeeld doorgestuurd naar een speciale landingspagina. Ook hier geldt dat het doen van enkele tests op een kleinere doelgroep verstandig is. Als het eenmaal weet wat werkt kun je er altijd voor kiezen om nog grotere stappen te nemen.

Zullen we samen iets kleins vinden wat een groot effect heeft?

Neem vrijblijvend contact met ons op om te onderzoeken of we jouw CRM prestaties kunnen verbeteren. Ook als je bij een Dynamics 365 implementatie extra handen nodig hebt en je bij het nemen van een volgende slimme stap hulp kunt gebruiken…

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