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CRM marketing e gestione dei leads

CRM marketing e gestione dei leads

CRM MARKETING

In questo articolo vi proponiamo una soluzione BPM utile a tutte quelle aziende che basano la propria struttura commerciale sulla presenza di un network di partner e reseller dislocato sul territorio e adottano soluzioni di inbound marketing per attrarre nuovi potenziali clienti.

L’inbound marketing richiede sforzi e investimenti da parte di un’azienda con la creazione e diffusione di materiale e contenuto di qualità utile a soddisfare le richieste degli utenti.
La ricompensa a un tale sforzo è rappresentata dalla possibilità di attrarre nuovi leads e convertirli in clienti e in promotori attraverso l’utilizzo di webform sul proprio sito aziendale, call to actionprocessi di mail converter, e soluzioni CRM marketing.

CRM MARKETING

Fasi Inbound Marketing

Pertanto, per compensare gli investimenti sostenuti, è di fondamentale importanza dotarsi di strumenti che evitino di lasciare inascoltate le richieste di un nuovo contatto (lead) e siano in grado di fornire risposte e soluzioni tempestive, inerenti ed esaurienti.

Ancora una volta ci troviamo di fronte all’esigenza e alla possibilità di creare un processo BPM collegato alle persone e alle organizzazioni, in grado di ottimizzare i flussi rendendoli oggettivi e ripetibili nel tempo.

Gli obiettivi del processo illustrato sono sintetizzabili in:

  • diminuzione di tempi e attività nella gestione dei nuovi contatti da parte del direttore marketing;
  • certezza che i propri collaboratori abbiano “lavorato” il lead, senza necessità di dover continuamente controllarne le liste, con il rischio di sviste ed errori;
  • assegnazione dei leads ai partner su base meritocratico/logistica con incremento dell’efficacia;
  • possibilità di automatizzare ulteriormente i processi di assegnazione ai partner;
  • miglior comunicazione e relazione con i partner;
  • miglior offerta di prodotti/servizi ai propri clienti e potenziali con innalzamento dell customer satisfaction;
  • compensazione degli investimenti nell’area marketing.
CRM Marketing

Processo BPM Assegnazione Leads

Il processo illustrato di seguito, grazie a una serie di task, consente di effettuare una prima automatizzazione sui leads differenziando gli indirizzi mail generici (yahoo, gmail, libero etc) verosimilmente collegati a privati o piccole imprese, da quelli relativi ad aziende strutturate. Per le mail “spam” il processo si chiude in automatico.

CRM Marketing

 

In questo modo, ai leads con i domini del primo tipo sulla base della fonte lead, verrà inviata una mail automatica in cui si forniscono chiarimenti e ulteriori contatti diretti.

Al contrario, le mail relative ad aziende strutturate verranno notificate direttamente al direttore commerciale che potrà assegnarli alla rete di Master Partner e Partner, sulla base di criteri meritocratici, logistici o automatizzati.

Il processo termina quando il lead viene riassegnato.

Nel caso in cui la nuova anagrafica non venga presa in carico entro 2 giorni, il processo riparte nuovamente dalla fase di assegnazione al direttore commerciale, fino al momento della presa in carico.
In tal caso, si potrebbe anche optare per una riassegnazione automatica al master partner o partner di riferimento.

Grazie all’intuitività di utilizzo del process manager in vtenext è possibile ampliare e modificareulteriormente il processo così che, nel caso i carichi di lavoro fossero troppo intensi per il direttore commerciale, una possibile espansione potrebbe consentire l’assegnazione dei lead ai collaboratori per la chiusura dell’iter di assegnazione.
In questo caso un sistema di notifiche automatiche consentirebbe al direttore commerciale di essere sempre aggiornato sullo stato del lead fino alla chiusura del processo.

Attraverso la soluzione illustrata e a una accresciuta operatività del reparto commerciale, gli sforzi effettuati dal reparto marketing nelle operazioni di inbound marketing consentono risposte e soluzioni immediate per clienti e potenziali.

Tutto ciò rappresenta un vantaggio competitivo enorme sui competitor e un buon biglietto da visita che consente di perseguire una strategia di servitizzazione in cui il prodotto rappresenta soltanto una parte di ciò che siamo in grado di vendere.

 

                                                                                Fonte: VTENEXT Blog

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