Many companies struggle with their digital transformation efforts. One of the primary reasons is that they fail to realize that a sound CRM strategy and implementation must be at the heart of every successful digital transformation initiative. One should think of CRM as one of the key foundations to your digital transformation success. To that end, we have found that CRM contains holistic digital profiles for all of your customer types. This may include things such as relevant sales, marketing, and customer service information, as well as financial information, including performance year to date, customer win rates, customer lifetime value, competitive products purchased, and more.
At KPG Global Enterprises, we will work with you on your CRM digital transformation strategy and implementation. Also, we have found that our experience with healthcare and life sciences companies to be especially useful when working with market-leading CRM technologies such as Salesforce to ensure that you can meet your goals. Our approach is that CRM becomes the over-arching system that fully integrates with the other digital transformation building blocks to include but not be limited to the following:
- Data and analytics: CRM contains and/or integrates with your robust data and analytics tools to provide deep customer insight so you can personalize your communications and services.
- Social media: CRM works with your private and public social media communities to ensure you regularly receive social insight from your digital customers.
• Customer engagement: CRM contains the customer journey mapping tools and digital survey tools or integrates with third-party tools so you can engage better with your digital customers.
- Emerging technologies: CRM puts into place digital triggers and other emerging technologies, such as artificial intelligence, that drive the next steps/next actions to not only keep your digital customers satisfied and loyal but also turn them into digital advocates.
