Skip to content
  • FR
  • FR
  • About Us

    ABOUT US

    • Who We Are
    • Metholodogy
    • Careers
    • Customer Portal
  • Services

    CRM CONSULTING

    • CRM Solutions
    • CRM Platforms
    • CRM Selection

    CRM IMPLEMENTATION

    • CRM Services
    • How It Works
    • What You Get
    • Cost Factors

    CRM OPTIMIZATION

    • CRM Optimization & Improvement

    CRM SUPPORT

    • Post-Implementation Support
  • Partners

    CRM PARTNER PLATFORMS

    • Salesforce
    • Microsoft Dynamics 365
    • Creatio
    • Sugar CRM
    • App Marketplaces

    Inception & Strategic Roadmap

    • Business & CRM Consulting
    • CRM Platform Selection
    • CRM Roadmap & Strategy

    CRM Implementation & Systems Integration

    • CRM Roadmap Release Plan Execution
    • User Adoption & Training
    • Systems Integration

    CRM Optimization & Continuous Support

    • Post-Implementation Support
    • CRM Optimization & Improvement
    • Personalized Support
  • Industries

    INDUSTRIES

    • Credit Union
    • Bank & Finserv
    • Insurance
    • Pharmaceutical
    • Higher Education
    • Manufacturing
    • Museum & Cultural Venues
    • Transportation & Logistics
    • Retail & Distribution
    • Services
    • Cosmetics & Beauty
    • Nonprofit
    • Construction
    • Government
    • Healthcare
    • Technology
    • Food & Beverage
    • Tourism
    • Other
  • Resources

    RESOURCES

    • Articles
    • Case Studies
    • Ebooks
    • Press Releases
    • Testimonials
    • Webinars

    LEARN MORE ABOUT...

    • CRM Strategies
    • Marketing Automation
  • About us
    • Who we are
    • Methodology
    • Careers
    • Customer Portal
  • Services
    • CRM Consulting
    • CRM Implementation
    • CRM Optimization
    • CRM Support​
  • Partners
    • Salesforce
    • Microsoft Dynamics 365
    • Creatio
    • Sugar CRM
    • Marketplace
  • Industries
    • Credit Union
    • Bank and Finserv
    • Insurance
    • Pharmaceutical
    • Higher Education
    • Manufacturing
    • Others
  • Resources
    • Articles
    • Case Studies
    • eBooks
    • Press Releases
    • Testimonials
    • Webinars
  • Contact Us
  • About us
    • Who we are
    • Methodology
    • Careers
    • Customer Portal
  • Services
    • CRM Consulting
    • CRM Implementation
    • CRM Optimization
    • CRM Support​
  • Partners
    • Salesforce
    • Microsoft Dynamics 365
    • Creatio
    • Sugar CRM
    • Marketplace
  • Industries
    • Credit Union
    • Bank and Finserv
    • Insurance
    • Pharmaceutical
    • Higher Education
    • Manufacturing
    • Others
  • Resources
    • Articles
    • Case Studies
    • eBooks
    • Press Releases
    • Testimonials
    • Webinars
  • Contact Us
  • FR
  • FR
Contact Us
PERSPECTIVE

CRM Strategy: Do you know your customers well?

Written by

Picture of Sébastien Forget

Sébastien Forget

Published on July 14, 2025

Home / Articles / CRM Strategy: Do you know your customers well?

6 minutes read
Share this article

At a glance:

  • Step 1: Analyzing the typology of your prospects/clients
  • Step 2: Using the appropriate tool
  • Step 3: Segment in order to target effectively
  • Step 4: Retain your existing clients in order to better serve them

You are already used to consolidate your database by adding listings of contacts. But in order to be successful with your marketing and sales campaigns, did you spend enough time to know well your prospects as well as your clients?

You are already used to consolidate your database by adding listings of contacts. But in order to be successful with your marketing and sales campaigns, did you spend enough time to know well your prospects as well as your clients?

During the prospection, the follow-up, or the retention of an existing base, it is critical to know well your customer, which means that you necessarily need appropriate analysis tools and methods.

Step 1: Analyzing the typology of your prospects/clients

In order to analyze and filter your clients, various methods are available:

  • Demographic data analysis: Language, work and field of activity, region, etc.
  • Transactional data analysis: Quantity, purchasing frequency, and the value of purchase of the orders from your clients.
  • Behavioral analysis: The interaction between your prospects/clients and the content published on your blog and the social medias. This would include as well feedback from your clients received by your sales force as well as the customer support.

Furthermore, during the creation of contact forms on your website, it will be important to include information which will help you to identify the typology of your clients and your prospects.

Step 2: Using the appropriate tool

Once the information has been collected, the appropriate tools must be used. Therefore, implementing a CRM (Customer Relationship Management) will ease collecting, centralizing and using the information. This way you will be able to:

  • Identify the profitable clients;
  • Offer and propose appropriate products and services to your clients;
  • Optimize your marketing and sales operations.

Step 3: Segment in order to target effectively

Once you have categorized your prospects and clients according to various criteria, your customer segmentation will be more effective and cost-effective as never before. Practically your will be able to:

  • Make your marketing campaign profitable by sending offers and content to the right people;
  • Establish a win-win relationship with your clients;
  • Anticipate the needs and the behaviour of your at-risk clients.

Step 4: Retain your existing clients in order to better serve them

By knowing the current and future needs of your clients, you will be able to better meet and even anticipate them. You will therefore be able to built a long-term trustful relationship. While using your CRM tool, you will also be able to feed it with data received from your clients. Finally, because everyone has an important role to play on clients retention, it is critical to sensibilise all the agents being in direct contact with your clients about adding relevant information into the system: your sales force as well as your customer support teams.

Our Partner Platforms

A stark white image with no visible content or features, mirroring a clean slate ready for consulting insights and digital transformation strategies from Solutions Metrix.
A logo featuring a stylized white and gray geometric shape accompanies the text Dynamics 365 on a transparent background, representing innovative CRM Implementation.
The Salesforce logo, perfect for CRM consulting, features the word "salesforce" in lowercase, elegantly centered inside a white cloud shape with a transparent background.
A plain white background sets the stage for CRM Consulting expertise, with no visible elements or objects.

Creatio
AI-Native CRM Platform

Microsoft
Dynamics 365 CRM

Salesforce
CRM Platform

SugarCRM
CRM Platform

Other resources

  • Articles

20 Years of CRM Implementation: Lessons from a Founder

December 22, 2025

After 20 years leading CRM implementations, one lesson stands above the rest: technology evolves quickly, but success depends
Learn more
  • Articles

AI Won’t Take Your Job… But It Will Gladly Take Your Busywork

December 22, 2025

AI isn’t here to replace your people—it’s here to remove the busywork holding them back. Learn how AI-powered
Learn more
  • Articles

What a CRM Won’t Do (And Why That’s a Good Thing)

December 22, 2025

CRM projects rarely fail because of the platform. They fail because foundational questions about strategy, alignment, processes, and
Learn more
Looking to Upgrade Your Current CRM
or
Make the Switch to a Better System?
Schedule Your Free Demo
Popular Tags
  • Article
  • Banking
  • Case Study
  • Construction
  • Creatio
.
  • Credit Union
  • CRM
  • Distribution
  • Education
  • Healthcare
.
  • Insurance
  • Manufacturing
  • Marketing
  • Microsoft
  • Museum
.
  • Pharma
  • Retail
  • Sales
  • Salesforce
  • Services
.
  • Sugar
  • Testimonal
  • Transportation
  • Webinar
Our Authors
  • Sébastien Forget
  • Kaliopi Spiropoulos
  • Myroslava Kryvoshei
  • Sarah-Rose Menard
About Us
  • Who We Are
  • Methodology
  • Careers
  • Customer Portal
  • Privacy Policy
  • Site Map
Services
  • CRM Consulting
  • CRM Implementation
  • CRM Optimization
  • CRM Support
  • CRM Strategies
  • Customer Services
Partners
  • Salesforce
  • Microsoft Dynamics 365
  • Creatio
  • SugarCRM
  • App Marketplaces
Industries
  • Credit Union
  • Bank & Finserv
  • Insurance
  • Pharmaceutical
  • Higher Education
  • Others
Resources
  • Article
  • Case Study
  • Press Release
  • Testimonial
  • Webinar
  • Authors
Linkedin Facebook Youtube X-twitter Instagram
© 2025 Solutions Metrix. All rights reserved.