Acredito que preencher a lacuna entre as equipes de vendas e suporte no CRM começa com uma visão unificada do cliente. Para mim, isso significa garantir que todos os dados — desde o primeiro contato até o pós-venda — estejam centralizados e acessíveis em tempo real. Eu acho fundamental criar fluxos de trabalho compartilhados e automações que notifiquem ambas as equipes sobre atualizações importantes. Também vejo muito valor em reuniões regulares entre vendas e suporte, onde se trocam insights e feedbacks sobre a jornada do cliente. No fim, quando ambas as equipes operam com empatia e informação integrada, o cliente sente a diferença.

It's very important to do regular check-ins between sales and support to help facilitate day -to-day communication via CRM-chat or Microsoft teams etc. This will help the team to discuss customer issues in real-time and ensure that everyone is aware of any issues raised and resolutions. Example if a sales ref is aware of a recurring issue a customer is facing, they can pass it through to support to resolve quickly ensuring a more personalized experience.

Last week, I was reminded of how important it is for the sales and support teams to have a shared view of the customer. In a specific example, one team was looking to process the customer for billing and requested relevant data from the system. After comparing with the sales team's view, it turned out that the customer data needed to be updated. We work on customer data through regular collaborative workshops between sales and back office… and I mean workshops, because you really need to dig down to the basics – the data. They are the foundation.

Para cerrar la brecha entre los equipos de ventas y soporte en CRM y garantizar una colaboración efectiva, sigue estas estrategias clave: ✅ Centralización de datos → Unifica la información de clientes en el CRM para que ambos equipos accedan a datos actualizados. ✅ Automatización de procesos → Implementa flujos de trabajo que faciliten la comunicación y el seguimiento de clientes. ✅ Definición de roles y responsabilidades → Establece protocolos claros para evitar confusiones y mejorar la eficiencia. ✅ Capacitación conjunta → Organiza sesiones de formación para alinear objetivos y mejorar la experiencia del cliente. ✅ Monitoreo y ajustes → Evalúa métricas clave y adapta estrategias según el comportamiento del cliente.

Bridging the gap between sales and support has a huge impact on customer experience. Here are some strategies that have worked for me: - Real-time data access: Ensuring both teams have a single source of truth in the CRM. - Automated workflows & notifications: Keeping everyone informed about key updates at the right time, effortlessly. - Regular syncs: Aligning on priorities, sharing insights, and reinforcing a customer-first mindset. When teams collaborate seamlessly, customers notice the difference!