“It takes an average of 2.4 installation attempts for organizations to reach the final version of a CRM”.
Banco Santander faced the challenge of incorporating opportunity management discipline into its SME and corporate sales team, aiming to increase business reciprocity and prominence in the portfolio.
They had attempted to integrate customer management into their CRM, but it still operated as parallel initiatives. The barriers were clear: a lack of specific methodologies and tools to manage business in banking industry, meaning each Relationship Manager managed according to their consideration.
We trained them in methodologies that sharpened their skills to move deals thorough the pipeline, strategically prepare for key meetings, and conduct post-meeting debriefs to continue managing each opportunity until closure.
Banco Santander was able to improve its OKRs and KPIs in acquisition and account expansion, aligning each phase of the methodologies with the existing CRM, thereby showcasing its value.
ACHIEVED RESULTS
- 38.1% increase in the customer engagement index.
- 14% improvement in client acquisition.
- 43% improvement in pipeline accuracy.
- 123% improvement in CRM adoption.
