How can you use CRM skills to create social impact?

As they say “Customer is the King”, any business can do well if they listen to their customers not hear them. Gaining insights, discovering the pain points and then delivering product by adding value to it as per your customers perspective becomes a cake walk if we use CRM. CRM helps you to record every interaction with your customers and thus you can look from the eyes of the customer and give a solution aligned to their needs.

As someone deeply immersed in CRM, I believe that CRM skills are pivotal in fostering genuine connections with customers, nurturing their satisfaction and loyalty. Through personalized experiences and community-building, businesses can leverage CRM data to not only address societal challenges but also create lasting social impact. Nonprofits, too, can harness CRM for effective fundraising and service delivery, maximizing their influence. In my view, CRM skills serve as a bridge between profit and purpose, offering a tangible pathway to driving positive change and making a meaningful difference in society

Using CRM skills to create social impact can be a powerful way to make a difference in the world. By implementing a customer relationship management system for a non-profit organization, you can help them to better manage their interactions with donors, volunteers, and program beneficiaries. This can lead to more effective programs, increased outreach, and ultimately, greater impact on the community. By leveraging CRM technology, non-profits can work more efficiently, reduce costs, and serve more people in need. Overall, using CRM skills to create social impact is a positive and constructive way to make a meaningful difference in the world.

One of the projects I am most proud of was the implementation of a service for the most loyal customers of the loyalty programme. It all started with research into the customer base. This research was aimed at identifying the barriers that would prevent them from buying a new trip. Well, the survey showed that the weight of luggage could be a limitation, for those who are older and live in peripheral areas. So we implemented a service, dedicated to our most loyal customers, which allows them to collect their luggage at home the day before departure and have it found directly in their room upon arrival at the start of their holiday. This service is highly appreciated and can stimulate new bookings and contribute to an increase in NPS.

CRM (Customer Relationship Management) skills can be leveraged to create social impact by effectively managing relationships with stakeholders, fostering community engagement, and driving positive change. 1. Stakeholder Engagement: Utilize CRM skills to understand the needs and preferences of various stakeholders, such as donors, volunteers, and beneficiaries. 2. Community Engagement: Use CRM platforms to facilitate community engagement and collaboration. 3.Volunteer Coordination: CRM systems can help streamline volunteer recruitment, onboarding, and management processes 4.Impact Measurement: Implement CRM tools to track and measure the impact of social programs and initiatives.

CRM it is a tool of great importance as it demonstrates the recognition of the centrality of the customer as a strategic factor for businesses and the desire of the PA to bring citizens closer and participate as much as possible in the management of public affairs

Utilizing CRM software or tools enables the tracking and analysis of interactions, transactions, and feedback with clients and stakeholders, allowing the measurement of outcomes and impact. Ethical use of data in this process respects the privacy and preferences of clients and stakeholders, ensuring compliance with relevant laws and regulations. Furthermore, the ethical collection and use of data provide valuable insights and evidence that can inform decisions, strategies, and actions, ultimately enhancing social impact.

Relationship-building in CRM entails more than just doing transactions; it includes nurturing a community around your brand. Through truly understanding and aligning with your clients' values, you build a strong advocacy group which not only serves as supporters of your business but also, a powerful proponent of your social initiatives. Such type of synergy formed by client relationships and social impact is capable of multiplying your efforts because the loyal clients are likely to be the most loud proponents of your brand's mission in their networks.

Building long-term relationships involves consistently delivering value, demonstrating reliability, and fostering open, transparent communication. By actively listening to your clients' evolving needs and providing personalized solutions, you build trust and show commitment to their success. Regular follow-ups, meaningful interactions, and a genuine interest in their goals further strengthen the relationship, ensuring a partnership that evolves and thrives over time.

Developing trust and rapport with individuals and communities is crucial for sustainable social impact. Building long-term relationships allows for ongoing support, collaboration, and a deeper understanding of evolving needs over time.

Como diz aquela celebre frase: "Quem n?o mede n?o gerencia". Coletar os dados de forma correta, seguir os protocolos de prote??o de dados e usar isso de forma estratégica faz a diferen?a no negócio. é possível usar os dados para direcionar a??es, melhorar produtos, entregar melhores experiencias, sugerir recomenda??es, entre outros. Todas as empresas geram dados, o segredo é fazer isso de maneira estruturado e usá-los de forma estratégica para aumentar o impacto social.

Data collection is essential for understanding the impact of social initiatives and improving their effectiveness. However, it's important to ensure that data is collected and used ethically, with respect for privacy and informed consent. By analyzing data responsibly, you can better target resources and measure outcomes to maximize social impact.

In my experience I have seen collecting data in Excel and collecting data in CRM tools helps you to see even after many years because you have all the record

Key aspects to collect data for CRM: - This might apply mainly to EU/UK markets but start by implementing robust data protection measures. - Use analytics tools to understand engagement and make decision based on evidence. -Leverage AI with caution to analyse large datasets, identifying trends, and predicting outcomes. Be mindful of potential biases inherent in the data and algorithms. - Data ethics should be ingrained into every aspect of your data strategy. Establish clear guidelines and protocols for responsible data collection, storage, sharing, and usage.

Ethical data collection and usage are essential CRM skills, ensuring performance improvement while respecting privacy and legal requirements. By leveraging CRM tools, professionals track interactions and feedback, gaining insights to inform decisions and strategies. Ethical data practices foster trust, enabling personalized services and long-term relationships. Moreover, ethically collected data contributes to broader social impact initiatives, identifying trends and opportunities for positive change. In summary, ethical data usage is fundamental to effective CRM, empowering professionals to drive success while upholding principles of integrity and respect.

One should always be ready to adapt new technology and ready to customize it to make it fit to get the best solution out of it.

Adaptability and innovation are essential in CRM to meet evolving needs and expectations. Constant monitoring of industry trends and societal shifts enables proactive preparation for changes impacting clients and stakeholders. Embracing feedback, learning from failures, and embracing fresh concepts enhance offerings, delivering greater value and solutions. Additionally, adapting and innovating allow for addressing emerging needs and devising novel approaches to maximize impact and make a meaningful difference.

Adapting and innovating within CRM isn't just about keeping up with industry standards; it's a strategic imperative for client acquisition and lead conversion. As a CRM and marketing automation specialist, I've seen firsthand how integrating tools like Keap (Infusionsoft), HubSpot, and GoHighLevel can transform a business's approach to sales automation. By leveraging these platforms for targeted email campaigns and streamlined sales processes, businesses can proactively address client needs and stay ahead of market shifts, ultimately driving social impact through more effective and efficient service delivery.

People change, and therefore your CRM strategy must change and adapt. For example, in recent times, there was Covid which was a key culture changing factor. What people value has changed and therefore the way we communicate and build that relationship with them must also change. With continuous technological advances we are able to adapt with the times by analysing our client/customers and changing our CRM strategy around this. We can also utilise innovative ways in providing key messages through various communication methods.

The one skill in my experience that tops it all to bring in social impact is to be dynamic. The world is ever changing and fast paced. Nothing is ever the same the next day. Understand this from the perspective of your internal stakeholders, customers, investors and advocates means you are more in touch with reality and are willing to adapt. Channels not working? Declining sales, no visibility? Use CRM to not just track and measure bit to drive these. Show value by creating systems that are constantly adaptable to change and create value. Value creation for all stakeholders is the end goal.

Be human and know your key stakeholders. You may have different buying personas with different needs and pains. Adjust your messaging and be the expert in your field.

Customers are not always right, but they are right about how they feel. By understanding and addressing their emotions through effective CRM, we can create meaningful connections, drive positive outcomes and long lasting relationships.

In CRM communication not just about information sharing; rather, it’s a storytelling tool. By using the narrative to tell the stories about your social impact initiatives, you will be emotionally connected with the audience. By employing this approach, you can cut dry statistical figures into human stories that highlight the essence of you work, your message thereby become more memorable and effective. People tend to get involve in a cause mostly when they relate it to a personal story.

By actively engaging with customers, handling inquiries and feedback, and fostering loyalty, businesses can leverage social media to build stronger, more meaningful relationships with their audience. Social media can be your best asset when it comes to customer service and support. It offers a mix of real time responses, an open forum which engenders trust and the ability for uncensored voices to be heard.

Effective communication is essential in CRM for creating value propositions, benefits, and impact to clients and stakeholders. Utilizing clear, concise, and compelling language allows for easier understanding and motivates action. Tailoring messages to appropriate channels, formats, and tones enhances engagement and builds rapport and trust. On top of that, clear communication raises awareness, educates, and inspires social impact, creating a positive reputation and influence. This strategic approach not only ensures message clarity but also strengthens relationships and supports broader mission objectives.

In a world where you are expected to have immediate answers to questions (fair or not) CRM can help facilitate those answers. Also the data entry of customer interests and activities can seem tedious at times (I have been critical of this process, claiming to be a salesman, not a historian) but has become a great reminder of ways to connect with “C” and “D” customers that interactions are less frequent.

Acknowledge mistakes > Improvise > Don't repeat same mistakes Never be afraid of acknowledging your mistakes. A customer is a human too and will always appreciate you acknowledging. Post acknowledgement, improvise on the feedback given. Whether it is about the product, service, or the overall process. And lastly, use CRM features to note down any information that might be useful and don't repeat the same mistakes again.

Continuous learning and improvement are key to making meaningful social change. By reflecting on successes and failures, seeking feedback, and staying informed about best practices and emerging trends, you can refine your strategies and maximize your impact over time.

Having worked on marketing automation and several CRM platforms such as Keap (Infusionsoft), HubSpot, GoHighLevel among other tools, I have learnt how mastering these skills can cause impactful change in society. Through sales automation and marketing automation, organizations are not only able to meet their clients’ needs more efficiently but also make profound change. Third-party tool integration via systems such as Zapier increases CRM functionality that enables more personalized and meaningful client interactions. Being a CRM expert, I support utilization of these technologies not only for efficient lead generation and conversion but also to create long-term relationships based on value that brings more prosperous society.

Never Stop Growing: Fuel Your Impact Key CRM Skill: Continuously learn, improve, and celebrate for lasting impact. Benefits: Enhanced skills & offerings: Sharpen your toolkit for greater value. Learnings from stumbles: Grow from mistakes and amplify successes. Increased confidence & purpose: Pursue your mission with clarity and drive. Remember: Lifelong learning unlocks your full potential to make a difference!

Overall, these strategies focus on understanding and responding to customer needs and behaviors in a proactive and personalized manner, ultimately driving satisfaction, retention, and business growth.

Using CRM skills to create social impact involves leveraging technology and communication strategies to engage with communities, understand their needs, and provide targeted support. This can include organizing outreach campaigns to raise awareness about social issues, building networks of volunteers and donors, and efficiently managing resources to maximize impact. By applying CRM principles to social causes, organizations can cultivate stronger relationships, foster collaboration, and ultimately drive positive change within communities.

Others would be: Informed segmentation and grouping. Personalization of product or services offering. Proactive monitoring to detect behavioural changes and plug in initiatives to fix frictions - churn management. Deliberate collection of customer feedback, analysis and effective use of same.

CRM skills are multi-purpose; while they can be used for growing a business, they can also be employed for the wider social good. Let me give you one example. Few years ago, I worked in a non-profit using CRM to track donor engagement aimed at making conversations more meaningful and long-term funding increase. They could build such a community of loyal, more involved donors, if they picked the best profile when reaching out. This particular event helped me to see more into the realm of how effective proper CRM practices can even surpass to impact societal changes, and networking.

CRM have now become very customizable and can hence be used to drive various initiative with timelines. The beauty of real time tracking, proper reminders with dashboarding and analytics makes CRM a powerful tool to not only drive social but business initiatives as well.