Færder Marketing
Customer journey and CRM
Connect useful content with enquiries, sales and lasting customer relationships.
CRM and tailored systems
From useful content to a good conversation.
We help with useful resources, forms and a clear structure for continued contact. Customer relationships continue after purchase through delivery, service and new needs. CRM and marketing should support how your business actually works with customers, with clear responsibility for follow-up.
Talk to us about thisFrom planning to practical work
See how it works in practice.
01
Understand
Your needs, goals and what you already have.
02
Deliver
A defined scope with clear responsibilities.
03
Improve
Review the results and prioritise the next step.
Try handling an enquiryIllustrative example
- 1Received
- 2Responsibility
- 3Next step
Request for a quote
The need has been described. The customer is waiting for a reply.
- Owner
- Not yet assigned
- Next step
- Awaiting clarification
Receiving an enquiry is just the beginning. First, someone needs to take responsibility.
How it fits together
The enquiry should become a task someone owns.
Information must be easy to find, responsibilities clear and the next step agreed. We build forms, integrations and workspaces around the actual workflow.
- 01The right information
- 02Clear ownership
- 03Visible status
KPIs tied to your goal
What needs to improve?
How we follow up.
Together, we choose a small set of measures. Each report should clarify what has changed, where progress has stalled and what to do next.
Control over follow-up
Response time, responsibility and progress
We measure the time from receiving an enquiry to the first personal reply, the proportion with an assigned owner and how long cases remain at each stage.
What this helps us decide
Where does progress stall, and who is responsible for addressing it?
Profitable customer relationships
Sales conversion, margin and customer value over time
We follow agreed groups of enquiries through to sales. Where the data supports it, we assess customer value using margin, repeat purchases and the cost of follow-up.
What this helps us decide
Which customers and services offer room for better margins?
Before starting, we agree on the baseline, data source, definition and measurement period. We compare like with like and account for seasonality, budgets and changes in tracking.
How we document resultsSomething in mind?
Let’s see if
we are a good fit.
Tell us what you want to achieve and what is getting in the way. We can then discuss the project and the way forward.