What is a CRM strategy?
A CRM strategy is a company-wide game plan that’ll help guide how your business improves customer relationships and, in return, reduces costs and grows revenue. This means a CRM strategy can help manage both internal and external contacts from one centralised platform to accomplish specific goals. A CRM strategy can cover key stakeholders, success metrics, timeframe, financial considerations, staff training and onboarding, and how the project supports the overall goals of the business. There is no set amount to how many CRM strategies a business needs. Many businesses combine various plans and actions to create a CRM strategy that ensures they’ll achieve all their organisational goals.
Usually, a CRM strategy is used in conjunction with CRM software for marketing campaigns, customer service interactions, and sales strategies. While you don’t necessarily need a software solution in place to create a CRM strategy, it’s helpful in managing touchpoints, storing contact information, predicting potential future sales, guiding customer communications, and tracing a customer’s lifecycle. As the sole source of truth for your customer data, a CRM solution can help reduce errors, gaps in customer service, and erroneous sales. And by using that data to guide your CRM strategy, you’ll be able to manage the entire customer journey, create a more personalised sales strategy, and deliver better customer service.