Here's how you can delegate effectively in CRM and avoid common mistakes.

Sempre falo com a equipe com a estratégia da empresa e porque das responsabilidades de cada um. Como essas fun??es v?o contribuir para os objetivos da empresa e qual o impacto positivo com o cliente. Sabendo que n?o seguindo as fun??es corretamente gerará experiências ruins aos clientes.

During my time working on a customer relationship management (CRM) project for a small startup, I took on the responsibility of implementing a new CRM system to streamline their customer interactions and improve data management. Delegation was essential to ensuring the project’s success. Identifying key tasks such as data migration, CRM customization, and staff training, I carefully selected team members based on their skills and familiarity with CRM tools. One critical task I personally handled was data migration, which involved transferring extensive customer information from their old system to the new CRM platform.

Utilizamos manuais de atividade internos para refor?ar os objetivos e de fácil acesso para o time sempre relembrar. Nas dailys também é repassado cada objetivo e abrimos espa?o para feedbacks, assim conduzindo para a dire??o certa.

Setting clear objectives and timelines, I meticulously mapped out the data fields to be migrated and prepared for potential challenges like data format discrepancies. Throughout the process, I maintained open communication with the team, providing updates and addressing any issues promptly. As we approached the implementation phase, I took the lead in training staff on how to use the new CRM effectively. Recognizing the importance of user adoption, I conducted comprehensive training sessions tailored to different departments, ensuring everyone felt confident using the system.

Adicionaria automa??es de tarefas em fluxos repetitivos e rotineiros, assim o time ganha mais velocidade e performance nos atendimentos. Maioria dos CRMs tem distribui??o automática de tickets por horário, isso facilita muito para n?o enviar um atendimento para um colaborador fora do horário. Outra fun??o legal é avisos notificando colaboradores que est?o offline com tickets em atendimento atribuídos à ele.

Feedbacks s?o recolhidos com mais clareza em dailys, reuni?es semanais ou até mesmo em One Ones, para manter a comunica??o clara e objetiva. Construo playbooks, manuais e comunica??es em grupos de slack ou teams. A comunica??o com sua equipe pode contribuir para novas melhorias no CRM ou até mesmo desistir de um processo que está gerando uma experiência ruim ao seu cliente ou fornecedor.

I empowered team members by providing them with autonomy to make decisions within their areas of responsibility. Clear guidelines and boundaries were established to ensure decisions aligned with project goals and organizational objectives. I ensured that team members had access to the necessary resources, tools, and training needed to perform their tasks effectively. This support system enabled them to overcome challenges and achieve their goals with confidence

Maioria dos CRMs gera relatórios sobre preenchimentos de campos ou notas de atendimentos. N?o faria micro gerenciamento, mas usaria dashboards de acompanhamento e compartilharia com o time para ajustarmos em tempo real.

At the outset of the CRM project, I defined clear milestones and objectives for each phase, such as data migration, customization, training, and system go-live. Each milestone had specific deliverables and deadlines to guide the team’s efforts. I implemented a project management tool"Asana" to create detailed task lists, assign responsibilities, and track progress. Scheduled regular meetings and check-ins with the project team, stakeholders, and key users to review progress and discuss any challenges. These meetings served to monitor task completion, address any roadblocks, and adjust plans as necessary to keep the project on track.

In my experience, CRM is a great tool to monitor and report progress of projects to the governance committee or project team using the integrated visual dashboards. Management can view interactive dashboards in one place and can see instantly how things are going. Monitoring and checking in with the team also can spotlights potential risks and problems before they become real and to openly discuss mitigation strategies and solutions. Monitoring helps you be on the front foot and shouldn’t be used as a performance management tool but as an achievement and tracking tool to empower and motivate team members.