DataKnowl Crm: new features to manage the entire customer lifecycle

Published 12/06/2022





With the introduction of the latest new features, DataKnowl's CRM aims to achieve the critical goal of offering a complete tool for managing the entire customer life cycle: from Marketing to Sales to Customer Service.

Thus becoming "the single source of truth" (SSOT), the natural source of data management that allows you to make marketing more effective, improve sales performance, and better meet the needs of acquired customers, creating solid and stable relationships.

Speaking about CRMs and the advantages associated with using CRM software, many often tend to dwell on how this system can help in sales, planning marketing campaigns, and offering excellent customer support, forgetting, however, other significant benefits. For example, a CRM can be helpful in the simple management and classification of contacts (Contact Management), therefore as a pure Contact Manager; in the organization of tasks, for example, as a reminder for actions or tasks to be performed; in the development of data and reports.

With DataKnowl's CRM, it becomes possible to organize and classify contacts at each stage of the purchasing process thanks to the introduction of specific entities.

In DataKnowl CRM, any person or organization with whom you interact or may interact is called an Entity.

An entity defines and maintains business data related to it. It is characterized by attributes and types, which depend on the life cycle phase.

In DataKnowl CRM, we have the following types of entities:

SUSPECT | LEAD | PROSPECT | PERSON | TARGET | ORGANIZATION

Let's see them in more detail.

SUSPECT

A Suspect represents a person or organization with a potential need to purchase a product or take advantage of a service offered by your company. It seems to represent the profile of a potential customer, but there is no information in this sense. It is also unknown if Suspect is interested in your market. A Suspect has not previously interacted with your company.

LEAD

A Lead represents an unqualified sales opportunity. A Lead can be someone or an organization that has expressed interest in your company's product or service. The Lead represents the first phase of a sales process. A Lead must have already interacted with your company to be defined in this way. For example, he requested information on the price of your product via email, or he filled out a form to request information.

PROSPECT

A Prospect is a person, a potential customer, who has been qualified given the fulfillment of specific criteria. He represents a potential customer suited to your target market, has the budget to purchase your product or service, and is empowered to make purchasing decisions.

A Lead represents an unqualified sales opportunity, while a Prospect has been verified to meet the company criteria to continue in the sales cycle.

The so-called Lead Qualification process verifies whether a Lead has the properties to advance in the sales cycle and be transformed into a Prospect.

In DataKnowl, a Prospect always represents a person, while a Target is an organization. A Target has the same role as the Prospect, except that instead of representing a person, it represents an organization.

On the other hand, the Lead may have information relating only to the person he represents, information about the person and his company, or only about the company.

When a Lead is qualified, there are three cases. First, if it only identifies the person, then it is transformed only into a Prospect. Suppose the Lead identifies both a person and the related organization. In that case, the Lead is transformed into Prospect using properties relating to the person and into Target using organization properties. Finally, if the Lead identifies an organization but not a person, the qualification process will only produce a Target.

A Prospect can belong to a Target.

PERSON

A Person represents someone who has already purchased a product or used a service offered by your company. A Person is a customer. A Person can belong to an Organization.

TARGET

A Target represents a potential customer, for example, a business or government department, qualified by satisfying specific company criteria. This Target is interested in your target market and has the budget to purchase your product or service. One or more Prospects can belong to a Target.

ORGANIZATION

An Organization is a customer like a business or a government department. They have already purchased a product or used a service from your company. One Person or more People can be associated with an Organization.

What types of entities to use?

DataKnowl provides all the entities necessary to better manage interactions with customers and potential customers. However, it is not always essential to use all of them. A lot depends on the business needs.

For example, suppose you use DataKnowl's CRM to manage interactions with existing customers. In that case, you only need to use People for individuals and Organizations to keep track of businesses or government departments.

If, on the other hand, the sales cycle is more straightforward, we can use Leads to manage relationships with potential customers while using People and Organizations for acquired customers.

Tags: CRM, Entities, Organizations, People, Targets, Prospects, Leads, Suspects, SMB, Contact Manager



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