background
When JD2M was taken over by Stéfano and Victor, the sales organization was not ready to support growth:
- Lack of CRM adapted to the profession
- No segmentation between prospecting, acquisition and customer support
- Unstandardized processes, loss of time and lack of visibility on performance
- Difficulty absorbing peaks of activity without degrading the quality of service
Solutions provided
- Structuring sales teams :
Creation of specialized divisions (Standard, Acquisition, Customer Success)
- Implementation of an in-house CRM (HubDesk) :
Centralization of leads, automation of reminders, prioritization and follow-up of deals
- Customer Support Outsourcing (Intelcia) :
Creation of a playbook, team training, gradual ramp-up
- Performance management :
Implementation of new KPIs (TTCB, CSAT...), migration to Metabase and anchoring objectives with variable
- Capitalization & standardization :
Creation of a Sales Playbook, shared support (FAQ, Kahoot, training materials), continuous documentation
Results
- Teams that are aligned, empowered and better equipped
- Strengthened customer acquisition capacity
- A more fluid and proactive customer experience
- Solid foundations for scaling with a CRM and an integrated product roadmap
