What is your definition of a holistic CRM strategy?
Many people, in the business of Customer Relationship Management, define it as the method of utilizing a combination of strategies to develop customer loyalty and form alliances.
Others use more specific language such as \”a holistic CRM strategy takes into account the needs of the stakeholders in order to best serve the customer.\”
The truth lies somewhere in between.
While a holistic approach generally means you have adopted an overall philosophy, it may also mean that you have designed a business or sales process that is free of unnecessary conflicts and that focuses on the customers and investor loyalty more than the quarterly profits.
This type of philosophy or marketing structure can be based upon several different approaches.
You could adopt a sales strategy that emphasizes employee commitment and customer loyalty.
Or, you might use customer recognition to motivate employee commitment and build a sense of involvement.
You could also use an overall ethics policy to support ethical behavior.
Each of these strategies has good potential for success. But each one is better supported by other processes.
Without an overall Ethics Policy, an employee commitment could fall by the wayside if the customer does not respond favorably.
If a customer or potential client perceives no employee commitment from the company, then there is no reason for them to make a purchase.
However, if they perceive employee engagement, fairness and respect, or a sense of community within the organization, then they will be more likely to engage and become loyal.
A policy that focuses primarily on the customer would have a much greater chance of becoming effective.
But without such a policy, there would be no way of making sure it became effective. Therefore, you must incorporate an overall approach to Customer Relationship Management.
That includes an overall vision, mission, and focus that sustains the effort.
When these things are combined with a competitive climate, you can be more successful and be able to provide a great product or service to the customer.
This strategy could be described as a hybrid of a few different approaches.
It could be described as \”holistic\” because it attempts to gain a balance of all elements of the overall strategy.
So, the customer\’s perspective would be considered a key driver. The overall goal could then be considered secondary.
The holistic approach would seek to ensure that the customer\’s experience is a positive one rather than one that leaves them with a negative feeling of being taken advantage of.
The holistic approach would be considered much like a corporate philosophy or company vision. It can provide a framework for the direction of the company.
It could provide the foundation for the culture and the employee personnel. It could even establish guidelines for business practices.
An employee handbook is the core of the document. It would cover all areas that deal with the day to day operations of the business.
This could include all policies and procedures. It could cover benefits and any insurance that employees may obtain.
It could also outline any codes or regulations that could impact an employee\’s production or service from an emotional or financial standpoint.
If you are looking to implement a program that will improve the overall customer experience of your business, then you should consider this approach.
It can help your employees and your customers realize the importance of teamwork. It can also help to define the overall philosophy of your organization.
When employees are made aware of their responsibility as a whole, they have a better understanding of their place in the company.
They would then have a better chance of developing relationships with each other and with the customers.
The benefits are mutual. The profits will be great as well. This holistic approach would make everyone\’s life better overall.
When you start to define the overall purpose of your company, it helps to build your reputation. In other words, the goal of a holistic approach to a company would be to build the image of the company.
It can help to build loyalty among employees. It can help to develop the type of customer service that people want from your company.
If you want your employees to do a better job, then you need to use a holistic approach to the entire operation.
There is a better chance of success when your company has a positive reputation. It would also mean that you are providing services that people want.
A company that has great products or a great price would be able to maintain a high level of success.
If you use this approach, you would not only benefit your company but you would also benefit your employees.