Solvis Consulting, LLC

Collection of CRM Posts - CRM en Latinoamérica, Blog of Jesús Hoyos

Collection of posts written by Jesús Hoyos, Managing Partner of Solvis, on his blog CRM en Latinoamerica. A CRM blog in Spanish dedicated to the Latin America region.

CRM en Latinoamerica 2007

CRM en Latinoamerica 2008

Neighborhood America Partnership with Solvis Consulting Brings Company’s Award-Winning Solution to CRM Global Marketplace

Naples, FL (PRWEB) November XX, 2008 – Neighborhood America, a 2008 CODiE Award winner for “Best Social Networking Solution” for enterprises, announces a new strategic partnership with Solvis Consulting, a Customer Relationship Management (CRM) consulting company with significant experience working in the Latin American region as well as the U.S., Mexico, Canada and Puerto Rico.

In today’s global market, knowing your customers is the key to keeping your customers. Neighborhood America’s ELAvate solution allows companies to optimize their existing relationships with customers, employees, and partners – those who hold the power to help the company succeed – by creating online networks for the purpose of driving business value. The partnership with Solvis Consulting will provide those companies with the right CRM strategy to retain and continually grow these networks.

Solvis Consulting conducts an in-depth analysis of the company’s structure and then recommends methodologies to transform business processes. Among those approaches is establishing a social media presence, to benefit from consumer feedback or collaborate with partners, employees, or stakeholders. As a partner, Solvis Consulting will offer its customers Neighborhood America’s enterprise social network solution.

“More often than not, CRM fails without a strategy in place,” says Jesus Hoyos, Managing Partner of Solvis Consulting. “We now have an ally in Neighborhood America, a company who can share their expertise with our customers and improve their chances of success.”

“The need for companies to connect people to solve problems and create business value is a global challenge,” said Dan Miller, Executive Vice President of Neighborhood America. “Our partnership with Solvis Consulting expands our reach into Latin America and aligns us with this exceptional team at the forefront of integrating CRM and social media strategies.” 

With the Solvis Consulting partnership, Neighborhood America continues its momentum of building strategic partnerships that deliver the services that enterprise customers are asking for, intended to optimize results. To learn more about Neighborhood America's partner program, visit http://www.neighborhoodamerica.com/partners or contact Judy Mod, Director of Business Development, at (678) 366-4696.

 

 

About Neighborhood America


Neighborhood America's ELAvate solution was named the software industry's 'Best Social Networking Solution' for enterprises, honored with the 2008 Codie Award. ELAvate enables companies to build online and mobile communities to engage consumers, facilitate ongoing dialogue around their brand, and gain continued business intelligence. Brands such as Scripps Networks, FOX News, and Adidas rely on Neighborhood America for its award-winning technology and commitment to guide them through the entire community-building process - from strategy, through implementation, to ultimate success. Learn how your company can gain a competitive advantage by visiting: www.neighborhoodamerica.com.

MyCRMCareer.com Review

We've been working with MyCRMCareer.com for some time now, and highly recommend their web site and services. They define themselves as:

" The CRM industry's first Social Network dedicated to CRM Professionals in Sales, Marketing, Support
and IT Professionals involved with Customers."

Recently, they have partnered with Neighborhood America, a leading provider of Social Networking solutions. Working with Neighborhood America, MyCRMCareer.com has upgraded their site to allow Web 2.0 concepts such as profiles, blogs, posts and threads on various topics.

Excellent idea! This greatly facilitates the communications between the various user groups, including Employers, Consultants, and those seeking employment.

We highly recommend visiting and joining MyCRMCareer.com.

A Customer Definition

Without a concrete definition of what a customer is, your CRM strategy (processes, people, culture, technology), will always have the deal with the  "definition of the day". Every employee will have different perceptions of what customer is, affecting the overall customer experience.

Our definition of a customer is:

A customer is a person that has many roles, that can influence (or not) a buying decision, as a consumer or a contact in an organization (i.e. a business partner, a company, government, etc).

The characteristics of this person are based on contact relationships, accounts, transactions, and  organization the person belongs to.  These characteristics are then classified by data attributes in the database and/or different systems and most be part of all business rules regarding people, processes and technology. These attributes are divided in 5 major sections: 

1. Demographics: age, sex, hobbies, preferences, dislikes, etc
2. Deterministic: title, name, roles, address, email, mobile, phone, etc.
3. Inferred: customer value, sales, complaints, satisfaction, segment, etc.
4. Relationships: accounts, family, friends, organizations, social media, etc.
5. Interactions & Transactions: emails, phone calls, purchases, cases, collections etc.

This definition needs to be implemented in all your processes and CRM technologies, and most be part of your CRM change management.

By Jesus Hoyos

Return2Customer Summary

Jesus Hoyos had the opportunity to be a participant of the Return2Customer Conference in Atlanta. He had the opportunity to listen to the lecture of Bill Price, Martha Rogers & Paul Greenberg, among others. The conference had 3 different tracks, all with excellent speakers and case studies. Congratulations to Art Hall and his team for an excellent conference.

Here are Jesus' tweets about the conference and you can read Jesus' blog, CRM en Latinoamerica, where he has a few postings in spanish.

Notes from some of the tracks/lectures Jesus attended:

Bill Price

1. Best Service is no Service - check out his book. It has the steps to improve customer service
2. You must improve self-service channels and then encourage customer contact
3. Listen & act: wocas - what our customers are saying
4. Each department should bear the cost of customer service... logistic, web, marketing etc
5. You must educate the customer
6. Snowball concept - increase first contact resolution - avoid repeat contacts or snowballs
7. Empower 1st contact agent, update FAQs constantly
8. Avoid confusion and mistakes in order to provide best service

Martha Rogers

1. Rules to break & laws to follow - check out her new book
2. Past 20 years, the US auto industry - spent $4k on marketing & incentives for every car sold
3. Nissan - move their marketing budget to CRM, SMS blogs, all interactive media and now spends $950/vehicle sold
4. Most classic business fundamentals assumptions are death wrong ... these are the rules to break
5. Create the most possible value from the customer & prospect
6. Product, brands & loyalty programs are not source of revenue ... it comes from the customer
7. Goldfish Principle - companies have no customer memory
8. Customer value is as important as well as sales & profits
9. 3 rules to break: Customer are scare, Customer create value, long term value is just as important as sales & service
10. Internet means customer trust is more important
11. Customer trust implies customer advocacy
12. Are companies destroying customer value?

Social Media - Panel

1. How social media is defined? ... interactions with customers - collaboration - share voice is give voice to customers... allow conversation, build relationships..collaborate based on information
2. 1.0 was about information 2.0 is about collaboration
3. Strategy areas for social media: understand your customers and key markets, revenue, customer service, then look at technologies... don't do it cause the market is doing it...
4. How to create interactions... experimentation, test, test...survey your customers... do your homework...participate in the conversation and collaborate...know your audience, objectives, goals, customers...
5. Dialogue needs to be open and you most take action ...
6. You need to be honest... do not moderate things that you don't like...allow the conversation to happen, take action...information is both ways... corporate moderation is OK...but you need to facilitate the conversation otherwise the customer will go outside to other places..do some internal moderation and let the community moderate
7. Today there is not an integrated CRM and Social Media solution... market needs to mature...this will be an ideal solution...
8. Text mining...capture behavior and determine metrics via BI....
9. Social media is collaborative CRM...

Paul Greenberg

1. Who is the customer? social customer -> customer ecosystem...
2. It is a social change not a business change...
3. This is a new era for everybody... a person like me and trusted source ...emotions, cool, me...
4. Consumers adopt "sexy/cool/style" content
5. The social customer is increasingly a mobile customer
6. Live Web ... Facebook, MySpace
7. Social media and social networks are different
8. CRM 1.0 is the company... 2.0 is what the customer wants - customer engagement - companies are not longer producers of content / products ... it is agregated with customer experiences...
9. Values of communities will be a critical factor ... let the community develop a level of trust... help customers help you...
10. 360 view is no longer the holy grail...it is a requisite...but...now it is a company like me...customer will buy from a compnay like them

Some of the common topics during the conference were:

• Lead management
• Marketing Automation
• CRM 2.0
• The Social Customer
• The new rules of business
• Customer Data
• Social Media
• Customer Service

Some of the vendors that participate: Market2Lead, Vtrendz, Marketo, SugarCRM, Oracle, myCRMCareer, Infor, OpenSpan & Neighborhood America.

Customer Experience and the impact in the call center

See Jesus Hoyos' presentation about the customer experience and the impact in the call center. Jesus will be speaking today at Congreso de Call Center & CRM in Córdoba, Argentina, about how how a bad customer experience could impact your call center. The presentation is in Spanish and available in Slideshare.net.

CRM Certification - Latin American Tour 2008

CustomersForever, our partner organization that is dedicated to promoting collaboration & networking between CRM and Marketing Professionals in the region announces "CRM Certification - Latin American Tour 2008".

Certification Seminars will be offered in:

• Lima, Peru (June 24-25)
• Mexico City, Mexico (July 1-2)
• Cordoba, Argentina (September 2-3)
• Buenos Aires, Argentina (Sept 4-5)

To register or learn more about these seminars, visit CustomersForever.

Foro Mundial de Negocios - Monterrey - May 13th

Our friends at El Tecnológico de Monterrey are organizing the Foro Mundial de Negocios (May 13th).The event will have speakers like Jack Welch, Fons Trompenaars & David Sable. We are offering to our Solvis' customers and prospects a special price for the event. Click here for more information and to register.

Ad-Tech Miami Podcast - Blogs, Podcast & Vidcasts

Here is the Ad-Tech Miami Podcast about Blogs, Podcast & Vidcasts where Jesus Hoyos participated as a panelist with Jay Berkowitz, Julio Vaca and Diego Naranjo. Here you can find the original blog (Spanish) about the Ad-Tech Miami event and the podcast.

The podcast has a few sections regarding how to use Web 2.0 tools. Jesus' part was about how to use Blogs, Podcasts and Vidcasts as interaction channels with your customers.

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Mundo-Contact 2.0 Blog

Solvis Consulting provided guidance and configuration services in the creation of Mundo-Contact's new blog. Mundo-Contact is the only CRM portal in Latin America dedicated to the CRM, VoIP, Convergence and Contact Center industries. Solvis assisted Mundo-Contact in the selection of Web 2.0 tools such as RSS, widgets, video, pictures, blogs, and presentations.

The blog, Mundo-Contact 2.0, was launched during the 1st International CRM event in México organized by Mundo-Contact. Jesus Hoyos, Solvis Managing Partner, Valentin Valle, Director of Call Center 2.0, Oracle, and Valdir Ugalde from Mundo-Contact launched the blog during the closing ceremonies of the event. (See picture below).

Jesus Hoyos and Jose Corona, Solvis México Director, will be contributing authors of the blog.