projecteverest

[Proposed Experiment]: SoCon, Malawi, CRM Communication Experiment

Lean Phase: Channel

Assumption: Through implementing the new CRM it will improve relationships with customers and generate a more efficient communication system. By implementing and integrating an automated messaging service with the CRM, we expect that we will have enhanced communication and connection with our customers.


Time Box: 4 weeks (Validate at the end of February)


Success Metrics:

  1. % of customers understand the messages they receive from us

  2. % of customers have found the new communication to have been effective

  3. % of customers that have received our messages  


Criteria

Success Point: 75% of customers are able to comprehend all messages received from PEV and 75% of customers regard the new system to have improved.

         - 90% of customers have been receiving all communications

Green Light: Proceed with current communication system


Orange Light Point: 50-75% of customers are able to comprehend all messages received from PEV and believe that the new communication system has improved.

          - 65-90% of customers have been receiving all communications

Orange Light: Re-evaluate what is included in the messages being sent to                    customers and the volume of messages that are being sent. If needed re-evaluate        the current communication system we are using, if communication is not going through.

 

Failure Point: Less than 50% of customers are able to comprehend all messages being received and believe that the new communication system has improved.

         - Less than 65% of customers have been receiving communication

Red Light: Conduct further research in how customers like to be communicated with      and gain a deeper understanding of their needs and wants.


Experiment Build

The purpose of this experiment is to test the communication strategy we have chosen with the new CRM system. Through surveying customers we will be analysing how the new CRM communication system has delivered compared the previous 6 months that we were without.

 Steps:

  1. Design survey to establish if the customers are receiving all key messages

  2. Design survey to identify if they are able to understand the messages

  3. Design survey to test if they have viewed this new service positively

  4. Combine surveys together and ensure the questions flow

  5. Visit customers and conduct first survey

  6. If the results are positive then conduct the second survey

  7. If required adapt the type and volume of messages based on feedback

edited on 28th January 2019, 16:01 by Zack Heap

Kyana Chan 2 weeks ago

The Feb SoCon team has designed the following survey to test the new CRM communication system: https://docs.google.com/forms/d/1E2ZNniEt27Xf...9wZbyfa3HU/edit

This survey will be used to question existing customers on the payment plan, mainly around NAYO, Nkoka and Baluti. The SoCon team also needs to complete risk profiles of these customers, so we have combined the risk profiling survey and the CRM communication survey into one: https://docs.google.com/forms/d/1oA3W5CifjHrS...y2rB9tSmqU/edit

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