How can you lead and mentor in CRM?

The first goal and before everything is knowing Customer needs. Also CRM is an approach, not a process too. CRM is started from Marketing to Aftersales.

In today's agile and product-centric delivery approach, customer-driven product delivery relies heavily on the pivotal role of Customer Relationship Management (CRM). Although CRM has been a part of the software industry for many decades, its importance and the utilization of its strengths have become increasingly crucial in this modern delivery paradigm. In the current era, exploration on what customer needs, customer journeys, empathy maps, quick feedback fueling back to Product features development - all this can be effective if we have a robust CRM System.

CRM is a culture to have good service / product and pleasant experience for customers. all of us are responsible to execute it. if all of actions can provide value for customers and make them happy, we can say CRM strategy(approach) is efficiency.

CRM is one of the most neglected topics during the funding boom and one of the most ab-used topic during weak funding season. Consistency is the key and being able to stick to measurable & practical KPIs actually serve the brand well as compared to being in utter high or desperately low phases. Being over active in communication can actually put certain segments off as not all customers want to be frequently contacted and if being done less - certain segments would actually feel left out. Balance is the key. Set the objective, track the KPI, analyse proactively and ensure feedback is being implemented as an urgent/priority task.

CRM is heart and Heart is CRM for any business............................................... ..............................

Empowering your team and customers is key in CRM leadership. As I mentioned before. By providing proper training, tools, and encouraging feedback, you enable your team to use CRM effectively and creatively. Similarly, empowering customers with information and engagement options builds trust and loyalty, driving sustainable growth. ?????

Empowerment is key in CRM leadership. Equip your team with the right tools and ongoing training, but also give them the autonomy to be creative. Foster a culture of sharing best practices and insights. Similarly, empower customers by offering multiple interaction channels and actively listening to their feedback. Acting on customer suggestions not only solves their issues but also fosters loyalty. #TeamEmpowerment #CustomerCentricity

The empowerment piece is so under-utilized. As an admin, I can test things repeatedly. But without the input of our team who is doing the work day in and day out, our processes run the risk of being inefficient to the reality of the team.

The soul of any effective CRM strategy is human understanding. The tools, the data, and the systems matter, but only when they're driven by an authentic and clear vision that truly understands both the business and its customers. Leading in CRM: A Succinct Guide 1) Vision: Know your "why". 2) SMART Goals: Make them tangible. 3) Communicate: Share with passion. 4) Feedback: Embrace and act on it. 5) Adaptability: Adjust as needed. 6) Educate: Keep the team updated. 7) Empathy: Think like a customer.

It’s crucial to identify your team’s potential to grow and what value can they add to your business and customers, you set them on the track of developing what they’re passionate about, alongside having clear goals and visions of your company, so they can show their true potential, empower them with tasks roles and decisions and their results will surprise you

Make your team CRM champions, and when providing training or updates or new features and methods, get your champions to do this rather than yourself. This elevates them and their expertise and empowers them to take a leadership role within your organization. By having your team's CRM champions deliver training sessions, updates, and introduce new features and methods, you not only enhance their knowledge and skill set but also foster a culture of peer-to-peer learning. This approach encourages team members to engage more proactively, share best practices, and take ownership of CRM initiatives, ultimately contributing to the overall success of your CRM strategy.

Lead by example to cultivate a customer-centric culture within your team. Demonstrate your commitment to prioritizing customer needs, encouraging open communication, and fostering collaboration among team members. By embodying these values, you inspire your team to put customers at the center of their work, ultimately leading to stronger relationships and better outcomes. As a mentor and leader in CRM, your influence can transform the way your team interacts with customers and drive positive results for your organization.

I always encourage my clients to develop the skills necessary to perform ongoing enhancement of their CRM systems. This is very simple and has a positive impact on their overall engagement with their chosen platform. The main goal is for them to be able to internally address any user troubleshooting and facilitate any improvement ideas that are suggested. I also suggest having a monthly meeting scheduled to review upcoming feature releases, common user issues, and suggested improvements with a broad group of the users of the system. This way, they can have a peer review and make decisions together. It is best to have one or two key individuals to lead this initiative and bring forward those changes (System Admins!!). Simple, Powerful.

CRM tools should have a feedback feature where customers can rate the quality of services from staff. These data can be analysed at the end of the month and the best staff rewarded to motivate them and the rest of the team. Overall customer satisfaction should then enhance and help in designing training for the rest of the staff.

Absolutely, leading by example in CRM goes beyond just showcasing best practices. It's about creating a culture of continuous improvement and customer-centricity. Your enthusiasm for leveraging data to enhance customer experiences should be palpable. Encourage a culture of open feedback and data-driven decisions. When you're transparent about your CRM goals and show real-world gains, it motivates your team to aim higher. Leading by example is indeed the cornerstone of effective CRM leadership. From being transparent and accountable, these qualities not only set the standard but also build a culture of trust and collaboration. Your actions serve as a live playbook for your team, making every interaction a learning opportunity.

Get into the trenches. Show your team that this isn’t just another process, another step. Be apart of any updated adoption. Really get to know why systems where set in place before your arrival for the best trust and rapport possible.

Be an expert in your field and business, harness and gather as much product knowledge as you can, show them how it’s done, and if you can do it they can do it too.

Very well written. This is an ideal state that companies should work in to foster growth and development. Function in a way that is beneficial to all stakeholders.

A mentor is someone who leads by example, and allowing yourself to be observed in action is an important aspect of mentoring. Very often, those who move to senior roles find themselves bound up in admin such as planning and reporting. Whilst such tasks are important, mentors HAVE to find the time to actually perform the role itself, and they have to to do this in front of your mentees. A picture paints a thousand words, we are told. Similarly, the observation of how a task is performed well can provide more profound insights for mentees than simply being told what doing that task should look like. Try also to find the time to observe your mentees in action and give honest, critical, but supportive feedback.

Mentoring in CRM is not just about passing on knowledge; it's about fostering a mindset of curiosity and adaptability. Encourage your mentees to question the status quo and to look for innovative ways to solve problems. Provide them with opportunities to lead small projects, allowing them to experience both success and failure in a controlled environment. Mentoring is indeed a multi-faceted role in CRM leadership. Providing the right resources and setting achievable goals are key, but what sets a great mentor apart is the ability to inspire continuous learning and innovation. Your role is not just to guide but to ignite a passion for CRM that drives them to seek further mentorship and opportunities.

Lo primero será convertirte en un experto conociendo cada una de las aristas de tu CRM. Incluso te invito a preparar un documento tipo manual para principiantes, de manera que puedas compartir en base a tu conocimiento tu estrategia personal para disfrutar el trabajo diario con CRM. Esto va a ayudar a que el equipo se sienta motivado y con ganas de aportar con sus propios trucos e ideas para optimizar los objetivos establecidos y avanzar con la intención de superar sus propios resultados. Incluye un objetivo de gamificación que ayude a incluir una competitividad sana, teniendo en cuenta que puedan ser objetivos por equipo. Hay que tener en cuenta que en cualquier proceso de trabajo, la creatividad es lo que más aporta.

Ahoy, CRM sailors! Ever heard of the "CRM Bermuda Triangle"? It's that mysterious place where good intentions, customer data, and employee morale disappear without a trace. Many a brave CRM leader has ventured into these waters, never to return. The secret to navigating it? A sense of humor! When the seas get rough, and your team is about to mutiny, a well-timed joke can be the lifebuoy that keeps everyone afloat. So, next time you find yourself in the treacherous waters of CRM implementation or data migration, remember: laughter is the best navigation tool. Keep your compass handy, but keep your joke book handier! #CRM #Leadership #NavigatingChallengesWithHumor

A good CRM tool or system should have provision for feedback from the users. This will be key consideration in continuously improving the tool to adapt to the user needs (both the organisation and the clients).