Friday, August 18, 2023

How to Map Your Customer Journey: A Step-by-Step Guide

A customer journey map is a visual depiction of a consumer’s communication with a business. Additionally, it offers an understanding of the requirements of potential consumers at every point of this trip as well as the elements that either directly or indirectly encourage or obstruct their advancement. The company may then apply this knowledge to enhance customer satisfaction, raise conversion rates, and promote client loyalty. Leveraging  enterprise CRM software can help you streamline the process. 

 Step-by-Step Guide to Map Your Customer

1. Make use of sample customer journey maps 

Why start from scratch when you can utilize a template for a client journey map? You can use customer journey map templates to save some time. That also helps you with customer lifecycle management in the most effective manner.  


Your company's buyer persona may be better understood by your sales, marketing, and customer care teams by using these templates. You can develop your product and provide them with a better experience if you have this deeper insight. However, if you are investing in CRM Software, you can get such templates along with it. 

 

2. Specify the map's goals in detail

 You should consider your motivations for generating a map before you start filling up your customer journey map. What objectives are you aiming for with this map? Who particularly is it about? On what personal experience is it based? You ought to develop a buyer persona based on this. This hypothetical client embodies the demographics and psychographics of a typical client.  A distinct persona serves as a helpful reminder in your customer lifecycle management  journey to focus each step on  the map. 

  

3. Describe the aims of each of your personas

You should do some research on this  part. Use of questionnaires and user testing are two excellent approaches to obtain insightful client feedback. Only communicating with real consumers or prospects is crucial rather than everyone. You want opinions from consumers who are considering using your goods and services and who have already dealt with or want to deal with your business.

Good questions to ask are, for instance:

  •  How did you find out about our business?

  • What made you prefer our website in the first place?

  • What objectives do you want to accomplish with our business? What issues are you seeking to resolve, in other words?

  • What is the duration that an average customer takes to visit our website?

  • Have you ever bought something from us? If yes, what made you opt for the option?

  • Have you ever used our website to make a purchase but then changed your mind? If so, why did you make this choice?

  • How simple is it for you to navigate our website, on a scale of 1 to 10?

  • Have you ever needed customer service? If yes, mark us on a scale of 1 to 10?

  • Can we help you further to ease your process?

This buyer persona tool allows you to enter the information you get from consumer feedback.

 

4. Emphasize the personalities of your target customers

You will need to concentrate on just one or two client personas after learning more about the types of customers that connect with your company. Your CRM software will help you in the process. 

 

A UX journey map monitors a customer's trip with your business; thus, if you include too many personas in one journey, your map will not effectively represent that journey. Pick your most typical consumer profile and think about the normal path they would take to engage with your organization for the first time while designing your first map.

The marketing dashboard in your enterprise CRM system may be used to evaluate each and decide which fits your journey plan the best. The ones you exclude shouldn't bother you since you can easily go back and make a new map that is tailored to those kinds of customers. 

5. Describe each touchpoint

Your customer lifecycle management strategy must touch each and every touch point in the process.  You should have a list of every touchpoint your clients presently use and the ones you think, if there is no intersect, they should be utilizing. This list should be based on your research. This is crucial for developing a UX journey map since it provides you with information on what your consumers are doing. Does the fact that they use fewer touchpoints than anticipated suggest they are being turned away rapidly and departing your site early?

You should consider how your consumer could find you online in addition to your website. These might consist of:

  • social networks

  • Paid advertisements

  • email advertising

  • independent review sites or references

 When making your UX journey map, take into account the following touchpoints.

Customer behaviour

List the activities that your customers take when interacting with your brand. This may involve clicking on an email or performing a keyword search on Google.

 

Recognizing whether a consumer is being asked to perform an excessive number of tasks is crucial. It might feel hazardous to limit the steps a consumer must complete, yet doing so results in greater conversion rates. 

Obstacles and Pain Points for Customers

Find out what obstacles are preventing your consumers from doing as they would want. The cost is one such barrier. One of your consumers, for instance, could adore your product but remove it from their cart after learning about unexpectedly hefty shipping costs.  You may, for instance, offer a FAQ page that addresses typical inquiries concerning shipping prices. This is one of the most crucial segment of your customer lifecycle management

6. Identify your current and future resource needs

Nearly every aspect of your company will be mentioned in the customer's journey map. This will demonstrate all the tools used to develop the client experience. Therefore, it's crucial to assess your current resources as well as those you'll require to enhance the client experience.


For instance, your map can show that your team lacks the resources necessary to adequately follow up with consumers. Using your map, you might suggest to management that they spend money on tools for customer service to assist your staff in managing client demand. You can effectively foresee how these new tools will affect your business and generate outsized value by incorporating them into your map. This makes persuading gatekeepers and decision-makers to support your suggestions much simpler.

7. Experience the consumer journey firsthand

Analyzing the outcomes is the step that is most important in the procedure. How many visitors open your website and then leave without buying anything? How can you serve consumers more effectively? With your completed map, you ought to be able to respond to some of these queries. You can see where client demands aren't being satisfied by analyzing the outcomes. By tackling this, you can make sure you're offering a worthwhile experience and demonstrating how customers can use your company's assistance to discover answers to their difficulties. Follow the path of each of your personalities by checking their social media accounts, emails, and web searches. 

Wrapping Up

You can persuade yourself that customer lifecycle management is not required for either your business or yourself. But, as a marketing expert we are aware of the demands and difficulties faced by our clients who did not do that. At first glance, this may be accurate. However, optimizing customer success requires breaking down the customer journey phase by phase, matching each step with a goal, and reorganizing your interactions accordingly.  After all, your whole business strategy should revolve around assisting customers in resolving issues and achieving long-term success with your product or service.


Wednesday, August 16, 2023

How to Choose the Right Salesforce Alternative for Your Business: A Comprehensive Guide

Customer Relationship Management (CRM) is crucial to business success. Regardless of a company's size, it is important to identify needs, requirements, and budgets when seeking an appropriate CRM solution. While a business may not initially require all the features of a CRM system, it may need advanced functionality in the future. While CRM offers numerous benefits, it is essential to prioritize simplicity when selecting a CRM solution. Read on to know more about Salesforce alternatives.

Read More - How to Choose the Right Salesforce Alternative for Your Business: A Comprehensive Guide

Wednesday, August 2, 2023

Which Salesforce alternative is right for you?

 Salesforce helps to boost the sales, get new customers etc of a small medium business. There are multiple pain points that are being faced by the small medium business like businesses don’t have money, they are not getting new customers, having quality issues with their own product, don’t have a proper website, not able to handle employee turnover, not able to satisfy the existing customer, failing to respond to the customers on time, unable to get ideas to increase sales, not able to maintain customer details, facing issues in marketing and there are many more.                 

 Salesforce helps to help out the business so that they can ignore these issues and focus on the deals. It is really very tricky to choose the right Salesforce alternatives even if it is decided. Each and every business requires different Salesforce according to their product. There are certain features that a business should look into like:

1. Reporting and Analytics as this is the most common requirement for every small and medium business. Salesforce provides a very appropriate report which is very important for the employees but sometimes they might face difficulty in understanding.

2. Customization is very important as every business needs a software according to their preference so if it is not customization then it will be a problem. Customization options that are offered by the sales force are really very impressive.

3. Customer support is the most important feature that is being looked in the CRM system. CRM software needs to maintain the customer details and also provide them real time support whenever they need it.

Here are some Salesforce alternatives that you can use if you are not using Salesforce

Microsoft Dynamic 365 for sales

Customization and configuration of this software is easy , it easily helps to enter the sales data and also helps to get connected with the communication apps and collaboration apps. This CRM can be customized according to the company's needs. This system is a very simple tool for methods like cold,hot,warm as well. It also records the real time visits that happen in the business.Sometimes problems occur while uploading the documents. This helps to identify the customer needs and it also helps to keep the information of the customers. It has a very important feature that it sales marketing and productivity very effectively through different platforms. Microsoft is designed for all type of business and it is very less costly.

Advantages

1. It manages contacts very efficiently.

2. It provides sales force significantly.

3. Improves relationship with the customers.

4. All the events are managed automatically.

Oracle

Now a days oracle is very good CRM system as it is for all the industries like insurance, banking, businesses and many more. This is a platform that offers multiple number of amazing features and functions.

Advantage

1. Management feature of the customer service.

2. The automation feature of this software works great.

3. It helps to assign tasks to the sales team easily.

4. Every report or anything shared by customers can be viewed directly. 

Sugar Sell

This is automated software related to SaaS sales i.e. software as a service. This comes under one of the top most sales alternatives. There is also a mobile app version which is compatible with Android and IOS.

Its key feature is to help with managing leads, handling accounts, managing contacts and many more. It also includes other features like custom reporting, custom quotes, keeping account records and more that are mundane yet required to be done on a daily basis. For an SMB, there’s not much people to handle all these tasks and an enterprise CRM software helps.    

Advantage

1. It helps in tracing employees performance and metrics.

2. It can get compiled with both office 365 and G suite.

3. Gives a free trial for 7 days.

ConvergeHub

Next competitor as Salesforce alternatives is  ConvergeHub, this is a cloud solution deployed which facilitates marketing, sales etc. This helps businesses of small medium business or any size of business to grow. It also helps to maintain the relationship with the customers, it clears the communication gap between the business and the customers. This also has a feature so that it can get accessed through mobile. The key features of this CRM system- this helps to create custom applications that help to validate fields, rules, monitor automation etc. It also manages the workflow automatically and this helps in saving a lot of time. It automatically sends emails, keeps records of the updates, it automatically searches for leads, keeps track of email and many more.

 Advantage

1. It sends email alerts automatically.

2. It has a very amazing feature that is voice feature that provides CRM telephonic solutions.

3. It provides a free trial.

4. It has a free plan.

 Hubspot sales

This is also an amazing Salesforce alternatives and it contains a lot of offers that can be offered. Hubspot is a solution based on the cloud. This gets fitted into any kind of business i.e. small, medium or any size. It helps in progressing leads etc so that the business can close deals at the earliest and earn more profit. It reduces tasks that is done manually. It helps in scheduling meetings, sync calendar.

 Advantage

1. It keeps a record of the meetings, calls, emails etc that is being done within the enterprise.

2. It offers millions of contacts with the basic functionality of a CRM system for unlimited users.

Zoho

It is a complete automatic Salesforce platform which helps to boost sales team productivity and also helps to close deals in a more efficient way. Zoho CRM helps in many different ways like sending letters, scheduling meetings with dealers. It also has a mobile application that helps in tracking all the details from anywhere and everywhere.

Advantage

1. It provides ideas based on past sales.

2. It collects and provides information about the markets. 

SAP Sales Cloud

This comes under the highest salesforce alternatives. SAP sales cloud helps to boost the growth of the sales, it reduces the sales cycle. This tool also manages the performance of the sales team, but this tool does not have any free trial or any free plan and it also doesn't have any mobile app version facilities. This tool is very good for training purposes.

Advantage

1. It helps in integrating with email clients and any other 3rd party sites like Google.

2. Its additional feature is to manage projects, products etc.