CRM Phases
- Lead Generation - Specific marketing and advertising activities designed to generate actionable interest in your product (ex. Print or Internet ads, Website, radio/TV, direct mail, etc.)
- Lead Management - Follow-up activities designed to provide information, qualify buyer interest and capability to purchase, and “sell” appointments to visit the sales center (ex. Campaign management, flyers, phone calls, e-mails, communication with onsite agents, etc.)
- Prospect Management - Onsite sales activities designed to excite prospects about the product, community, amenities or competition in order to sell homes (ex. Campaign management, flyers, phone calls, e-mails, communication with inside sales, etc.)
- Contract Management - Structural and decorator option-selection process activities, including change orders, amendments, work orders, etc. (ex. Sales center, design center, purchasing, construction, campaign management, etc.)
- Buyer Management - Buyer-related reminders and meeting-type activities designed to make the construction process satisfying, from contract to closing,, including construction-status reports, scheduled orientations, option-lock-out calendar/philosophy, etc. (ex. Sales, construction, mortgage, reminder-management, etc.)
- Warranty/Customer Service Management - Interaction and activities with buyers, subcontractors, and internal personnel to fix punch-list items, ensure customer satisfaction and high survey scores, and increase referral potential. Also may include additional revenue-center products and outside referrals for new homeowners, such as finishing basements, building fences, exterminating, blinds, etc. (ex. Warranty, sales, marketing, construction, campaign management, etc.)
- Homeowner Management - Interaction and communication with past customers to remind them of specific and timely homeowner maintenance tasks, sell ancillary services or external referrals, and generate referral business (ex. Marketing and advertising, newsletters, etc.)
