ThinkCap Advisors

  The backbone of business has always been customer-centric. For any business to run, there must be consistent service and gradual growth in quality to adhere to the ever-changing global business trends. CRM(Customer Relationship Management) has changed the course of how business maintains customer relations, by developing comprehensive solutions to improve both customer and employee experience. The exponential growth in CRM consultancy firms empowered business departments, facilitating smarter consumer communications, and automating repetitive and time-consuming tasks, has given businesses the edge that’s needed to win the new wave of business. In 2022, where the corporates are on a constant lookout for new trends, here are some very important updates that we have curated, after extensive research and taking insights from experts around the world, to have on your radar to keep your business a much deserving boost. 0 1.  Customer Experience as a Priority:  in this day and...

  So everybody is in love with NPS. NPS is an industry-accepted parameter of how a SAAS software is adopted, used, and recommended. Great statistic to show as part of customer success performance, investor presentations, and CEO reviews. But there is also an alternate debate going on in the SAAS world. Is NPS Dying? Is it just a mere statistic? What is the tangible benefit of NPS? How can it be measured? NPS works well when it is integrated with a customer referral program. NPS is the starting point and not the end. It gives the data of all customers who should be enrolled in the program and rewarded, as their referrals convert into prospects and paying customers. The misalignment in the SAAS world is companies invest in NPS and the relevant technology to run it but not in a customer referral program that delivers.   At ThinkCap Advisors , we follow a Customer Referral Framework to build a customer referral program ThinkCap Customer Referral Framework Some Addit...

We all know the biggest reason for CRM failure is adoption. People at the top want reports, mid-level managers are busy in sales meetings, and executives don’t enter data because their seniors themselves don’t use the system.  The best CRM implementation partners across products do their best in implementing the system. Companies also put their best foot forward by creating a committee that has representatives from all levels to ensure requirements are captured and the best system is implemented, but on go-live the story is different. So where does the answer lie? Is it in the designation above? What all a CRM Manager can do     Works on developing important CRM metrics, dashboards, and reports for the top            management Helps teams adopt the system, keeps an eye on laggards, and rolls out training and incentive programs to improve the usage Work with the department heads closely to keep track of the sales pipeline or customer service ...