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Customer and Market focus

Customer and Market Focus

Improving customer and market orientation is crucial in today's competitive landscape. Gen25 specialises in solving customer and market issues, tackling fragmented data, resolving communication gaps and digitally empowering marketing strategies. 

We offer tailored solutions, from managing customer preferences and optimising data collection to streamlining sales processes and implementing automation. Let us help you harness the power of Salesforce to better understand your customers, adapt to market trends, streamline your operations and achieve your business goals.

j.vanwessem@gen25.com
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We provide expertise in the main areas of customer and market focus

1. Limited understanding of existing customers and/or customer communication gaps

In today's fiercely competitive market, gaining a deep understanding of your customers is critical to your success. However, many companies face significant challenges due to fragmented data sources and communication gaps within their organisation. This lack of cohesion not only hinders efforts to understand customer behaviour and preferences, but also undermines the effectiveness of marketing strategies and has a direct impact on sales. In addition, poor data hygiene practices, such as duplicate records, exacerbate the problem, leading to increased confusion and inefficiency over time.

“Research shows that companies that effectively bridge the communication gap with their customers increase their turnover by an average of 20%.”

What Gen25 can do for you:

Once we know more about your customer touch points, including sales, service and marketing processes, as well as the details of the system architecture, our team of experts carries out an in-depth assessment of your practices and data storage. By optimising your data management and improving sales processes, we enable you to better understand your customers' behaviour and preferences. Together, we can solve these problems and help you focus more on your customers, streamline your processes and drive growth in your market:

  • Implement a 360° customer view
    Ensure clean and accurate Salesforce data for informed decision-making. Integrate all customer data into a unified platform for better understanding.
  • Synchronise customer platforms
    Connect Salesforce to other critical platforms such as CRM, helpdesk and shops to streamline operations.
  • Effective preference management
    Customise your customers' preferences seamlessly within Salesforce.
  • Sales process analysis
    Identify inefficiencies and improve your sales pipeline to increase productivity and revenue.
  • Service Process Assessment
    Align service processes with customer service objectives to improve brand loyalty and retention.
  • Optimisation Services
    Improve service and support processes to increase efficiency and customer satisfaction.

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2. Understanding and reporting on marketing effectiveness

To develop and implement effective marketing strategies, you need to be able to measure which marketing tactics are working and which are not. There are many metrics that can be used (such as MROI), but it is often impossible to determine the effectiveness of your marketing without an appropriate campaign structure and the segmentation of your marketing data. This challenge becomes even more difficult when campaign and customer data is fragmented, out of date or incomplete, because you don't know which information is reliable and which is not.

“Companies can increase revenue by up to 25% over 5 years through effective marketing optimisation strategies.”

What Gen25 can do for you:

Once we understand your marketing objectives and ambitions, current data and systems architecture information, capabilities and skills, we'll detail what your team can do and what they need help with, and set up a review of marketing technology connected to marketing strategy.

  • Synchronisation of marketing platforms
    Seamless integration of your marketing platforms such as CRM, analytics, advertising, email service provider and commerce.
  • Campaign structure, mapping, and segmentation
    Develop clear campaign structures, plan campaigns for targeted messages and segment your audience effectively.
  • Data collection optimisation
    Streamline data collection processes to obtain accurate and comprehensive information on customer behaviour.
  • Data hygiene
    Keep clean, accurate data in your Salesforce system for reliable marketing analysis and reporting.

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3. Inefficient and/or outdated sales processes

Sales teams often struggle with manual and time-consuming processes that prevent them from focusing on building customer relationships and closing deals.

We often encounter problems with processes related to lead creation and conversion, opportunity creation and conversion, deduplication, account management and the sales process data model.

“Companies that use Salesforce for sales automation see a 30% increase in their sales productivity and a 25% increase in their success rate.”

What Gen25 can do for you:

Once we have a good understanding of your current sales process, what works and what doesn't, and your sales objectives and ambitions, we can carry out a sales process review and a sales systems architecture review.

  • Sales process optimisation
    We review and optimise your sales processes to streamline operations and increase efficiency. From lead generation to deal closure, we identify and eliminate bottlenecks to shorten sales cycles and increase success rates.
  • Process automation
    Implementing automation frees up time for your sales team by automating routine tasks such as lead assignment and follow-up emails. This ensures consistency and allows your team to focus on building relationships and closing deals.
  • Optimised data collection
    Accurate decision-making depends on accurate data. We work with you to optimise data collection processes, ensuring that relevant information is captured consistently. This leads to better reporting and more informed decisions.
  • Data hygiene
    Clean, accurate data is essential. We help you to eliminate duplicates and errors, preserving data integrity. This improves the accuracy of reports and increases confidence in your CRM system.

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4. Customer lifecycle management: customer intake, loyalty and retention

Onboarding experiences are often manual and can feel inconsistent. New customers want to be valued from the start of your relationship and a proper onboarding experience can provide much of that value.

Once established, your existing customers are invaluable, as it is far more cost-effective to retain an existing customer than to find a new one. Many organisations do not have an effective customer lifecycle process or set of processes in place to ensure maximum revenue and satisfaction from existing customers.

In addition, knowing where customers are in their lifecycle is also important for customer attrition. A proper attrition management process helps to maintain a healthy attrition rate and to make efficient use of time spent on customers with little long-term value.

“On average, companies achieve a lead conversion rate of around 22% when they manage their customer intake process effectively.”

What Gen25 can do for you:

Once we have gathered information about your lifecycle and systems and data architecture, we will carry out a review of your marketing and sales strategy, as well as a review of how your data is stored and processed.

  • Preference management
    We help you effectively manage your preferences in Salesforce, enabling targeted and relevant marketing efforts, and advise you on communication and offers to improve customer satisfaction and engagement.
  • Campaign structure and segmentation
    We work with you to develop clear campaign structures and segments for targeted messages. Our team ensures effective campaign mapping, improving marketing efforts for higher engagement and conversion rates.
  • Sales process optimisation
    We conduct a thorough review of your current sales processes, identifying areas for improvement. By streamlining your sales pipeline, shortening sales cycles and increasing success rates, we help you to achieve your sales targets effectively.
  • Process automation
    We implement Salesforce automation solutions to streamline tasks such as lead assignment and follow-up emails. This increases the efficiency of your sales team, allowing them to focus on building relationships and closing deals to increase revenue.

Read our blog article titled « turning one-time shoppers into loyal customers » for deeper insights

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A solution for every challenge

We guide you towards a better understanding of your customer

Tech and CX model
Discover our industry-leading CX and Technology Model, based on 4 key elements for success and growth. Let us assess your current technology capabilities and customer experience, identify areas for improvement and build a solid foundation.
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Gen25 Quickscan
We align technology with your objectives. In just 1 day, we assess and propose ideas for optimisation. Our specialists customise clouds such as Salesforce and AWS to meet your needs, providing recommendations on integration, usability and security.
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Whitepaper
Transform your customer experience with Gen25's winning CX and technology model: easy, fast, personalised and connected. Based on over 400 projects, our approach guarantees quality interactions. Dive into our whitepaper for tailored advice to boost your digital ambitions.
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Health Check
Optimise your Salesforce environment by identifying inefficiencies, strengthening security and aligning configurations with your business objectives. This comprehensive assessment ensures that your platform is efficient, secure and ready for future growth!
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