These are high-level framework templates that can help CRM teams structure & formalise their strategy. Feel free to use them to improve your CRM efforts. Contact me if you need a personalised workshop session for training your CRM team.
The CRM - OS
Simplifying your CRM setup is crucial for improving your subscription apps. As a CRM team, it is essential to utilize the operating system as a tool to understand and brainstorm ways to enhance your existing system. Often, we neglect the fundamental aspects of our role in managing customer relationships.
To rectify this, I suggest utilizing a "cheat sheet" that breaks down the components of your CRM setup. This approach will enable you to identify and explore potential areas for improvement. By taking a step back and assessing the basic foundations of your CRM strategy, you can uncover valuable opportunities for your team to work on.
Remember, the operating system acts as a guide to help you understand your current CRM setup better. By leveraging this tool, you can brainstorm innovative ideas to optimize your subscription apps and generate more positive outcomes for your customers.
Push Audit Framework
This is a simple 2x2 matrix that I often use with teams - I’ve often found that product marketing initiatives are the ones that need these the most.
You essentially want to plot all your push notifications here - transactional, marketing, one-off, triggered, etc. and plot them based on two things:
Engagement rates: Open rate, clicks, etc. anything that gives you an indication of how many users want to interact with what you have to say.
Value to users i.e. does it help users move along or gain something out of it, or is a good to know?
CRM Strategy Audit
This is an overarching guide to the components you need to structure a deep audit of your existing CRM setup. Although many teams might be sub-consciously doing this already, the template helps teams & specifically Head of CRMs to assess & improve upon their existing initiatives.
I’ve often found this to be a great pre-requisite to OKR planning sessions for the CRM teams. If you’re at a company which does not have a well-built CRM team or is in the early stage - use this map as a guide to data mapping. That is, aim to be able to answer a lot of these questions based on what & how you’re setting up in the initial days.
