Here are some research methods you can use:
Interview your sales and customer service teams
Study different customer profiles and even interview customers directly
Send customer surveys
Hold a focus group with customers/clients
Use Google Analytics to gather demographic data about website visitors
To maintain strong customer relationships and attract quality leads, you need to understand exactly who is purchasing from you and why.
Having a clearly defined buyer profile is essential to becoming a customer-centric business. It’s key to ensuring your teams are focused on the true needs and expectations of your customers.
That’s not the only benefit. Knowing exactly who to kuwait telephone number data target will also ensure your sales and marketing don’t waste time on unsuitable leads.
3. Study the market and decide your positioning
It’s always a good idea to look to the competitive landscape for inspiration when developing CRM strategies.
Ask yourself:
Where does your company fit into the market?
What is your unique selling proposition (i.e. what makes you different from others in your space?)
What opportunities exist?
Can you learn anything about how your competitors handle customer relationships?
What are the trends in your industry right now?
4. Define your customer journey
CRM strategy 2: Define your Customer journey. This image shows a customer journey cycle for a hotel business.
Customer journey example from GCH Hotel Group (Source)
To master customer relationship management, you need to know each and every step of the customer journey. Then you need to ensure a top-notch customer experience at each of those touchpoints.
Start at the beginning.
Map every single customer interaction from the moment they first discover you. It might be through social media posts, email marketing, direct contact with team members, or other processes.
This is where you’ll highlight areas for improvement and establish who is responsible for what.
