The customer problems we fix
Each one starts as something one team can see, and ends up costing the whole business. Pick the one that sounds most like yours.
Three teams, one customer · 1 min
Read what this video says · Want to follow the videos in order? Find your route
Not sure which problem is yours? Take the three minute revenue leak check
Marketing and spend
Which of our marketing channels actually bring in customers?
Another report or dashboard won't tell you. The ad platform and the email tool both claim the same sale, and the order itself never makes it back to either.
Watch · 1 min
Why do customers get the wrong message at the wrong time?
Because each message comes from a different tool that knows nothing about the others, and consent given in one system often isn't applied in the rest.
Watch · 1 min
Leads and sales
Why does sales say the leads are rubbish?
Because forms, event scans and bought lists let half-complete leads straight into the CRM.
Watch · 1 min
Why aren't our quotes chased, and why is the forecast a guess?
Because the quote lives in a folder, the conversation lives in an inbox, and the win only shows up when the order lands, so the forecast becomes last year plus a bit.
Watch · 1 min
Your customers
Why do we only notice a customer has stopped ordering at the year end?
Because the order history sits in the finance system and the relationship sits with the account manager, so nobody sees the whole customer.
Watch · 1 min
Why does nobody use our CRM?
Because nobody trusts what's in it. The same customer appears three times, the details are wrong, and the real notes sit in personal spreadsheets.
Watch · 1 min
Fixing it for good
Where does bad data get into our systems?
It rarely starts in the CRM. It comes in at the edges, wherever a form, a list or a spreadsheet lets it through, and then travels into every system it touches.
Watch · 1 min
Who should own the customer?
Each outcome needs one named owner in the business, with a clear number to move and backing from the top.
Watch · 1 min
How do we prove our customer data problems are fixed?
You measure them. Most projects end with everyone feeling things are better and nobody able to prove it, because nobody wrote down where things stood at the start.
Watch · 1 min
Where should we start fixing our customer problems?
Start with the problem that costs the most. Trying to fix everything at once usually fixes nothing, because the team gets pulled in every direction and every project stalls halfway.
Watch · 1 min
What if our customer problems feed each other?
Then fixing them one at a time just shifts the problem to somewhere else.
Watch · 1 min
Three teams, one customer: what the video says
Your customers think they're dealing with one business. Inside, they're being handled by three.
Marketing has one set of tools and its own view of the customer. Sales has another. And Service and accounts have a third.
Each team does a good job with the piece of the customer it can see. But nobody is looking at the whole picture.
So bad data that gets into one system travels into the next, and the next, the reports never quite agree, and the board gets three versions of the same number.
Buying another platform rarely closes a gap between teams. The gap closes when someone decides what every team and every system should be pointed at, and keeps them pointed there.
We're The CRM Strategy Co. Joining up the customer journey is what we do.
So where does the gap show up most for you?
Start with a conversation
Half an hour, at no cost. We'll follow one of your real customers through your teams and systems, and show you where the revenue leaks.
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