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class="wow fadeInLeft" href="/">Главная</a> </li> <li class="breadcrumbs-li wow_hidden"> <a href="https://admr.pro/blog/"><span class="wow fadeInLeft" data-wow-delay="0.2s">Блог</span></a> </li> <li class="breadcrumbs-li breadcrumbs-li_current wow_hidden"> <span class="wow fadeInLeft" data-wow-delay="0.3s"> Открыв нашу CRM всем клиентам, мы повысили эффективность работы digital-агенства </span> </li> </ul> </div> </div> <main class="main"> <section class="section section_content"> <div class="wrapper"> <div class="con-nav"> <a href="https://admr.pro/blog/10-oshibok-pri-sozdanii-prodayushchego-sayta/" class="con-nav-prev btn btn_2">Назад</a> <a href="/" class="con-nav-home btn btn_2">На главную</a> <a href="https://admr.pro/blog/kak-sekonomit-na-reklame-i-marketinge-v-krizis-2020/" class="con-nav-next btn btn_2">Дальше</a> </div> <h2>Открыв нашу CRM всем клиентам, мы повысили эффективность работы digital-агенства</h2> <p>Главная боль клиентов, которые приходят в агентства за разработкой сайта, дизайна, маркетинга, SEO и т.д. — они не знают, что происходит с их проектом. Приступили ли к работе? Кто над ним работает? Что успели сделать?</p> <img class="con-image-min" src="https://admr.pro/wp-content/uploads/2020/03/crmvk.jpg" alt=""> <p>Менеджеры компаний вам отвечают: “Все успеваем, покажем вам через неделю результат” или “У нас программист заболел, сможем показать только послезавтра” и другие отговорки.</p> <p>В итоге, у вас копиться негодование, вы не понимаете смысл вложенных денег и качества оказываемых услуг. Что делать? Куда бежать? Судиться? Устраивать скандал?</p> <h2>Какое решение мы нашли</h2> <p>Поэтому, чтобы все клиенты понимали на каком этапе идут работы по проекту, видели весь процесс и переписки команды, сроки, которые выставляет менеджер и т.д. мы подключили наших клиентов к нашей CRM. </p> <p>Когда ты говоришь клиенту, что у него будет доступ к нашей CRM, чтобы наблюдать за процессом, все удивляются. “Почему так никто не делает больше?”, “Круто! И я могу этим пользоваться?”. </p> <p>Ну во-первых, идея не новая. Так уже делали 100%, только искать кто именно — лень. Мы знаем некоторые агентства в Самаре, которые открывают доступы, но только к некоторым проектам и это не для всех.</p> <p>Лично нам без разницы какой величины и условий проект. У клиента будет доступ к нашей CRM. Нам нечего скрывать…</p> <p>И сейчас мы расскажем о плюсах и небольших минусах как для клиента, так и для компании.</p> <h2>Плюс для клиента</h2> <p><strong>Клиенты видят весь процесс.</strong> Клиент просто заходит в CRM и видит по своему проекту задачи, которые в работе, над которыми будут вестись работы и выполненные. Внутри каждой задачи клиент видит как общается между собой команда, какие у них есть вопросы и м.д.</p> <h2>Плюсы для нашей компании</h2> <p><strong>Первый</strong></p> <p>Команда начинает общаться более корректно (каждое сообщение пишется так, чтобы клиент тоже его понял) и четко контролировать свое время, повышается ответственность.</p> <p><strong>Второй</strong></p> <p>Переносы дедлайнов стали менее болезненными. Клиенты начинают понимать причины переноса дедлайнов проекта. Они видят весь процесс, пытаются на него влиять через менеджера, вникают в нюансы, лучше понимают, что некоторые работы они тормозят сами.</p> <p><strong>Третий</strong></p> <p>Быстрее и проще стало допродавать. Иногда клиент просто сам берет и докупает у нас некоторые услуги, видя весь процесс. К примеру, пока идет работа, клиент понимает, что нужно доработать логотип. Он видит всю работу, дизайн, прототипы и сам приходит к нужному решению. К примеру, что логотип не вписывается в общую концепцию. </p> <p>Или появляется идея написать своего чат-бота. Клиенту делается reply сообщения в личный чат из задачи со стоимостью и сроками разработки.</p> <p><strong>Четвертый</strong></p> <p>Менеджеры меньше времени тратят на согласование с клиентом. Просто нужно отметить в комментариях клиента и все.</p> <h2>Небольшие минусы для компании</h2> <p><strong>Первый</strong></p> <p>Некоторые клиенты не пользуются CRM. Это усложняет процессы коммуникации, увеличивает время на согласование проектов, потому что клиент даже не следил за нами и все просит выслать ему на почту. Поэтому, мы просим ЛПР подключать дополнительных людей, которые тоже будут отвечать за проект со его клиента.</p> <p><strong>Второй</strong></p> <p>Попытка связаться с каждым сотрудником напрямую. Это не плохо, но если не часто и на общих встречах. Менеджер рулит процессом. А если клиет влезает в работу дизайнера, потом программиста, маркетолога, то результат может оказаться плачевным. Поэтому, мы сразу ограничиваем доступы общения клиента с другими сотрудниками, кроме менеджера.</p> <h2>Как выглядит все это изнутри</h2> <img class="con-image-min" src="https://admr.pro/wp-content/uploads/2020/03/Group-3.png" alt=""> <p>Мы пользуемся CRM Битрикс. До этого у нас было Trello, но пришлось отказаться в пользу комплексности всего в одном месте: бухгалтерия, АТС, crm-маркетинг, аналитика, виджеты обратной связи, чат, email-маркетинг и др.</p> <p>Мы либо приглашаем клиента под его логин уже созданного аккаунта в Битрикс, либо сразу создаем для него свою почту ADMIRE и доступы. Таким образом он становится часть нашей команды.</p> <img class="con-image-min" src="https://admr.pro/wp-content/uploads/2020/03/Screenshot-2020-03-03-at-17.49.32.png" alt=""> <p>Каждому клиенту мы даем краткий эксурс по CRM. Оказалось, что лучше всего это печатка. Даем файл PDF с подробным чек-листом и шагами по пользованию CRM и все. Файл небольшой, всего на 1 лист А4, 14 кеглем.</p> <p>Вам нужно просто зайти в CRM, перейти по своему проекту и вы увидите все задачи по нему.</p> <h2>Кстати, про правила общения клиента с командой</h2> <p>Клиент может общаться только с project-менеджером ADMIRE Agency. Чтобы написать всей команде, внести свои правки в 00:00 прямо в задаче проекта — такой возможности нет.</p> <p><strong>Почему?</strong></p> <p>Представьте, вы клиент. Обратились в агентство, которое имеет большой опыт в маркетинге. Вам как раз маркетинг и нужен. Но, вы всегда пытаетесь внести свой комментарий, что-то сделать по своему. Хотите как лучше, но не понимаете, что может выйти только хуже.</p> <p>Менеджеры на то и есть, чтобы ограничивать и фильтровать этот поток мыслей со стороны клиента. И наоборот, ограничивать поток негодования со стороны команды разработки. И вот если бы им писал клиент напрямую, то количество перепалок росло в геометрической прогрессии каждый день.</p> <p><strong>Но…</strong></p> <p>Клиент может влиять на работу на любом этапе разработки. Только все вопросы он может задавать напрямую менеджеру, который их добавляет в общие комментарии задачи.</p> <h2>Какие результаты</h2> <p>Мы кайфуем, потому что наши клиенты самые лояльные и понимающие. А они кайфуют вместе с нами, потому мы для них команда мечты. К нам идут просто из-за отношения и понимания. Многие процессы в работе с клиентами стали проще: продажи, коммуникация, согласования, автоматическое выставление счетов после закрытия задач и др.</p> <p>Менеджеры меньше стали общаться с клиентами по телефону. Времени, которое уходило на объяснение всех пунктов работ по проекту и их согласование, затрачивалось от 30 минут до 3 часов. Сейчас клиент стал видеть все сам. Поэтому, большинство вопросов снялось и на согласование уходит до 1 час максимум.</p> <h2>Будем ли мы продолжать дальше?</h2> <p>Да, 100% да. Нам интересно, мы постоянно вносим улучшения, клиенты сами советуют чего им не хватает. К примеру, недавно ввели возможность автоматического выставления счетов и отправки личным сообщением в чат Битрикс.</p> <p>Ну что, теперь этим примером могут пользоваться все агентства. Пожалуйста, мы вам все рассказали. Берите и применяйте. Нужна консультация по настройке работы в вашем digital-агентстве? 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