Selection of tools for each department
Posted: Mon Feb 17, 2025 3:51 am
So, what kind of tools do each department need? Below is a diagram that uses the previous diagram as an example to show which tools each department should introduce and the scope of their introduction.
IT Tools
As explained in the second article, Marketing 4.0 is centered around a CX strategy, the goal of which is for each department that comes into contact with customers to provide a seamless series of optimal customer experiences , thereby creating more loyal customers who will ultimately become advocates.
Therefore, the most important point in introducing the tool is that the "CRM infrastructure" - a database that records customer attribute information, website browsing history, and interactions between each department and customers - should be a "unified infrastructure" that can be used across the marketing, sales, and customer service departments .
This is because by having all staff across departments be able to view the following information on the customer journey, each staff member can provide the most appropriate response for each customer, knowing their past history, and giving the customer the best possible experience.
CRM is the database infrastructure that serves as the core azerbaijan number data of the business tools used by all departments, and the following information is also accumulated from the daily work of each department.
At the marketing stage, what kind of content or pages were potential customers interested in, and what measures have marketers taken in response?
What kind of conversations did the sales representatives make with prospective new customers, and what kind of proposals did they make? What are the customers' essential issues and needs? To what extent and at what cost was it implemented?
What kind of inquiries do existing customers make to customer support after introducing a product or service? What FAQ pages do they look at? What features or services are lacking?
If each department manages their data individually in Excel or implements their own CRM, the useful information for each customer as described above will be vertically " divided" and "information siloed," which can become a factor that hinders optimal customer experience even before improving the customer acquisition rate.
One option is to import individual Excel data into a unified CRM platform and manage it with the tool, or to link data between individual CRMs and keep the data always synchronized in one place.
Now, let's look at the typical functions and service names of tools required to improve the increase rate in each department.
IT Tools
As explained in the second article, Marketing 4.0 is centered around a CX strategy, the goal of which is for each department that comes into contact with customers to provide a seamless series of optimal customer experiences , thereby creating more loyal customers who will ultimately become advocates.
Therefore, the most important point in introducing the tool is that the "CRM infrastructure" - a database that records customer attribute information, website browsing history, and interactions between each department and customers - should be a "unified infrastructure" that can be used across the marketing, sales, and customer service departments .
This is because by having all staff across departments be able to view the following information on the customer journey, each staff member can provide the most appropriate response for each customer, knowing their past history, and giving the customer the best possible experience.
CRM is the database infrastructure that serves as the core azerbaijan number data of the business tools used by all departments, and the following information is also accumulated from the daily work of each department.
At the marketing stage, what kind of content or pages were potential customers interested in, and what measures have marketers taken in response?
What kind of conversations did the sales representatives make with prospective new customers, and what kind of proposals did they make? What are the customers' essential issues and needs? To what extent and at what cost was it implemented?
What kind of inquiries do existing customers make to customer support after introducing a product or service? What FAQ pages do they look at? What features or services are lacking?
If each department manages their data individually in Excel or implements their own CRM, the useful information for each customer as described above will be vertically " divided" and "information siloed," which can become a factor that hinders optimal customer experience even before improving the customer acquisition rate.
One option is to import individual Excel data into a unified CRM platform and manage it with the tool, or to link data between individual CRMs and keep the data always synchronized in one place.
Now, let's look at the typical functions and service names of tools required to improve the increase rate in each department.