{"id":10645,"date":"2016-07-15T23:49:53","date_gmt":"2016-07-16T02:49:53","guid":{"rendered":"https:\/\/www.mjvinnovation.com\/blog\/design-thinkingcrm-para-entender-o-seu-cliente-e-otimizar-o-seu-negocio\/"},"modified":"2016-07-15T23:49:53","modified_gmt":"2016-07-16T02:49:53","slug":"design-thinkingcrm-para-entender-o-seu-cliente-e-otimizar-o-seu-negocio","status":"publish","type":"post","link":"https:\/\/www.mjvinnovation.com\/pt-br\/blog\/design-thinkingcrm-para-entender-o-seu-cliente-e-otimizar-o-seu-negocio\/","title":{"rendered":"CRM + Design Thinking: entenda seus clientes"},"content":{"rendered":"

Estamos falando n\u00e3o s\u00f3 de\u00a0atender<\/strong>, mas tamb\u00e9m de prever<\/strong> as expectativas, desejos e necessidades da sua base de clientes.<\/p>\n

\"Design<\/p>\n

Conhecer e entender o cliente \u00e9 fun\u00e7\u00e3o do Customer Relationship Management. Foi com a ado\u00e7\u00e3o do Business Intelligence que os sistemas de CRM passaram a ser considerados \u201cinteligentes\u201d e a fornecer insights e suportes aos gestores de Marketing, tornando-se uma ferramenta preditiva<\/strong>.<\/p>\n

Com isso, tornou-se poss\u00edvel aumentar a capacidade e as oportunidades de Marketing por meio, por exemplo, da cria\u00e7\u00e3o de perfis de clientes, de estrat\u00e9gias segmentadas e de a\u00e7\u00f5es de fideliza\u00e7\u00e3o \u00e0 marca.<\/p>\n

Design Thinking como ferramenta de inova\u00e7\u00e3o<\/h2>\n

O Design Thinking (D.T.)<\/a><\/strong>, uma das grandes apostas da atualidade para o mundo dos neg\u00f3cios, se mostra como uma ferramenta reveladora na tarefa de entender o cliente para gerar insights e solu\u00e7\u00f5es a partir desse entendimento.<\/p>\n

Ela dialoga muito bem com o CRM, j\u00e1 que a sua metodologia \u00e9 centrada no ser humano.\u00a0O D.T. \u00e9 um conjunto de m\u00e9todos e processos com o objetivo de alcan\u00e7ar solu\u00e7\u00f5es inovadoras e criativas para desafios de qualquer esp\u00e9cie, por meio de\u00a0maneiras pouco convencionais.<\/p>\n

A metodologia \u00e9 dividida nas seguintes\u00a0fases: I<\/strong>mers\u00e3o<\/strong> (pesquisa junto aos usu\u00e1rios e entendimento do contexto), Idea\u00e7\u00e3o<\/strong> (gera\u00e7\u00e3o de ideias e solu\u00e7\u00f5es) e Prototipa\u00e7\u00e3o<\/strong> (teste e valida\u00e7\u00e3o das ideias). Uma fase intermedi\u00e1ria entre a Imers\u00e3o e a Idea\u00e7\u00e3o \u00e9 a An\u00e1lise e S\u00edntese<\/strong> das informa\u00e7\u00f5es coletadas, de modo a consolidar o entendimento e os desafios aos quais o projeto de D.T. se dedicar\u00e1 a solucionar.<\/p>\n

LEIA MAIS –\u00a0Relembre as 3 fases do Design Thinking<\/a><\/span><\/h4>\n

A Jornada do Usu\u00e1rio como parte do CRM<\/h2>\n

A Jornada do Usu\u00e1rio<\/strong> \u00e9 um dos instrumentos do Design Thinking para melhor analisar e sintetizar as informa\u00e7\u00f5es levantadas durante a fase de Imers\u00e3o. Essa ferramenta \u00e9 de grande valia para um CRM preditivo, j\u00e1 que \u00e9 uma representa\u00e7\u00e3o gr\u00e1fica das etapas de relacionamento do cliente com um produto ou servi\u00e7o. Ela descreve os passos percorridos antes, durante e depois da compra e utiliza\u00e7\u00e3o, oferecendo insights importantes para ajustar e planejar o relacionamento com os clientes\u00a0das empresas.<\/p>\n

Mapeando essas etapas, \u00e9 poss\u00edvel analisar as expectativas do consumidor em cada momento, de maneira a criar formas de atend\u00ea-lo melhor e de surpreend\u00ea-lo sempre que poss\u00edvel.\u00a0A Jornada pode ser usada tamb\u00e9m em conjunto com o m\u00e9todo Personas<\/a>.\u00a0Ao mapear as necessidades e caracter\u00edsticas de um determinado grupo de usu\u00e1rios e traduz\u00ed-las numa Persona<\/strong>, a equipe de projeto pode construir uma Jornada para explorar como cada um desses personagens se comporta em cada fase do ciclo de vida do produto ou servi\u00e7o analisado.<\/p>\n

Isso auxilia na antecipa\u00e7\u00e3o de poss\u00edveis problemas que o usu\u00e1rio venha a ter, e na cria\u00e7\u00e3o de solu\u00e7\u00f5es inovadoras para a experi\u00eancia do cliente em diferentes pontos de contato com a marca ou empresa.<\/p>\n

LEIA MAIS – Design Thinking: Como analisar a Jornada do Usu\u00e1rio?<\/a><\/span><\/h4>\n

Por que investir no relacionamento?<\/h1>\n

Mais que um prestador de servi\u00e7o ou fornecedor, o novo consumidor quer um colaborador, uma empresa\u00a0que o enxergue al\u00e9m<\/strong> da rela\u00e7\u00e3o de consumo. H\u00e1 de se estabelecer um relacionamento no qual o cliente sinta que h\u00e1 uma proximidade entre ele e o seu neg\u00f3cio. E pra isso \u00e9 preciso que a sua organiza\u00e7\u00e3o\u00a0entenda com quem ela est\u00e1 se relacionando.<\/p>\n

Possui interesse em saber como melhorar o CRM da sua empresa? Clique aqui e assista o webinar da MJV<\/a>!<\/h4>\n

 <\/p>\n

\"Webinar<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"Em um mercado comandado por uma nova gera\u00e7\u00e3o de clientes, completamente diferente da anterior, entend\u00ea-los virou um dos pr\u00e9-requisitos para que voc\u00ea possa planejar suas a\u00e7\u00f5es de relacionamento, Marketing e Vendas de forma mais eficaz.","protected":false},"author":6,"featured_media":10646,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[155,1638],"tags":[],"class_list":["post-10645","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-crm","category-design-thinking-pt-br"],"acf":[],"yoast_head":"\nCRM + Design Thinking: entenda seus clientes - MJV<\/title>\n<meta name=\"description\" content=\"Em um mercado comandado pela nova gera\u00e7\u00e3o de clientes, entend\u00ea-los virou um dos pr\u00e9-requisitos para planejar suas a\u00e7\u00f5es de relacionamento de forma eficaz.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.mjvinnovation.com\/pt-br\/blog\/design-thinkingcrm-para-entender-o-seu-cliente-e-otimizar-o-seu-negocio\/\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"CRM + Design Thinking: entenda seus clientes - 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