TAPESTRY as Metaphor©
I can't give this secret away - let me offer this clue, nearly always forgotten:
the plaits of warp-thread ALWAYS are completely hidden in the finished work.
I promise this approach will allow more to be unconcealed as you move ahead.
Tapestry as metaphor is not a CRM dedicated approach. It is, I believe, just a better way of mapping out how you get FROM HERE TO THERE, wherever and whatever has you stymied or knowing that change is needed.
Tapestry as metaphor will work for any complex situation: family, community, advocacy, not-for-profit. and B2B's.
Mindmapping available as a complement.
Now Offering: Ad Hoc Consulting: Personal, Organizational, and CRM/CXM
Coaching, Facilitation, Diagnostics and Strategy for everyday as well as Business
BUSINESS TO BUSINESS LOYALTY STRATEGY: CRM & CEM - RESULTS GUARANTEED!
- Diagnostician, Problem-Solving, Strategist.
"Strategy is choice." Being Strategic means consistently making those core directional choices that ensure that you reach your "Desired End-State." Chrysalis' guarantee is that we will help you craft the loyalty strategy and CRM environment that optimizes your investment in your portfolio of customers and your market coverage models.
At Chrysalis Marketing our focus is B2B loyalty, strategy, and CRM. Technolgically neutral (but deeply involved with both with "cloud" as well as package solutions), at Chrysalis we believe that CRM is the right strategy for today's rapidly changing world.
Customer Relationship Management (CRM) is a strategy based on customer focus, on customer knowledge, and on delighting the customer. CRM is real-time, actionable, customer knowledge management. The best CRM approaches are holistic, involving all facets of your business and demonstrating accountability for results. CRM becomes a guiding philosophy and framework for doing business and includes:
• differentiating and optimizing the customer experience
• building customer knowledge to provide value to both the customer and your business
• taking a portfolio management approach to customers – not every customer is worth keeping!
• using “value “ as defined by the customer - at each point in the customer’s lifecycle and with all
of your customer contacts
Loyalty with the right, core customers. Profitable loyalty:
How do you identify, acquire, and keep your most profitable customers?
How do you deliver the best customer experience?
Our approach to strategy for the B2B strategy practictioner recognizes that, for any company today, its limited resources need to be invested in direct proportion to the expected return on investment. Customer Insight, Loyalty, and Business Intelligence move front-and-center.
Data. Decisions lacking data can no longer be a part of your business. Reputation, Brand, and attending to your business', and to our world's, sustainable future. 21st century CRM requires such collaboration, cooperation, and integration across and between all functional areas, and all communications channels, that in any way touch your value chain and customers. In the 21st center your "call center" should now become your Customer Management Center: the opportunities are immense.
Metrics and Empowerment are 2 frequently unsung builiding blocks, foundational pillars of a successful CRM strategy. For more than 2 decades we have used an approach that blends the power of the "Balanced Scorecard" with the empowering principles of the "Service-Profit Chain", and the requirement for Trust, Accountability, Support, Truthfulness, and Effort (TASTE) - given with 100% reciprocity between & among all members of your company and its value chain.
The EIGHT BENEFITS of successful CRM implementations are well documented. With a well-executed strategic CRM program, you can experience and measure:
1. Increased sales
2. Increased profitability
3. Greater product penetration
4. Growth in customer satisfaction and loyalty
5. Increased employee satisfaction
6. Decreased cost-to-serve
7. Increased retention of the existing customer base during times of economic uncertainty.
8. Increased likelihood of new customer acquisition
Success using customer relationship management requires discipline; strategic choices must consistently be made. For example, has your organization come to fully understand what can you do to build customer loyalty in the face of fierce competition? Have you defined a customer? How actionable is your segmentation? Does your "social media effort" matter, yet? We begin with understanding your "current state" while actively assisting you to define your "desired end-state".
The answer is always already there. Let us help your clear answers emerge.