Selection of tools for each department

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So which department needs which tools?

Below is a diagram using the previous diagram as an example to illustrate the tools that should be introduced in each department and the scope of their introduction.

IT Tools



As explained in the second article, Marketing 4.0 is based on a CX strategy, the goal of which is for each department that interacts with customers to provide a seamless series of optimal customer experiences. The 5A theory calls for the creation of more loyal customers who will ultimately become advocates.

Therefore , the most important point when introducing this tool is that the "CRM infrastructure" that records customer attribute information, website browsing history, interactions between department staff and customers, and the work progress of staff (task status) should be a "unified infrastructure" that can be used across the marketing, sales, and customer success departments .

By allowing all staff across departments to view the following bahrain number data information on the customer journey, each staff member can take the most appropriate action for each customer, knowing the past history and current situation, thereby providing the best possible customer experience (CX).

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?
CRM is the core database of business tools used by all departments , and the information mentioned above is also information accumulated from the daily work of each department.

If each department manages their data individually in Excel or implements a separate 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 rate of customer acquisition.

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.