01
The basics
What it is, common misconceptions
Is customer relationship management (CRM) just running a LINE Official Account?+
No. LINE is only one touchpoint. Customer relationships cover the whole experience, from a customer's first contact to their return visit:
- Store environment, service flow, grooming and tone of voice
- Online inquiries and in-person service connected into one customer journey
- Customer records, handovers and complaint handling
- Staff incentives and proactive care from employees
- Word of mouth (including from your own staff) and repeat purchases
What does sales process optimization actually improve?+
It maps out every step from a customer's first inquiry to their decision to buy: who replies, where the information lives, and where to guide them next. The most common problem I see is ads going live before the process is ready. Messages go unanswered, information is scattered, and nothing helps the customer make a decision. The goal is that no step drops the ball, and every step can be tracked and adjusted.
How is this different from hiring a marketing agency?+
An agency brings people in; this service makes sure those people stay, come back and recommend you. If there are gaps where you receive them, the more people you bring in, the more you lose.
Do I need to buy or switch to a CRM system?+
Not necessarily. I sort out the process and who is responsible first, then choose the tools. Many companies can start with their existing LINE Official Account, forms or spreadsheets, and bring in a system once they have the scale for it.
Can I just use an AI chatbot to handle customer messages?+
Yes, but design the process first: which questions the AI answers, when it guides customers to the next step, and when it hands off to a real person. I have seen many AI chatbots that say too much but never guide the customer anywhere, so people ask their question and leave.
02
Benefits
Impact on revenue, costs and your team
How does improving customer relationships and the sales process help revenue?+
It helps you lose fewer of the customers you already have, so repeat purchases and referrals become a steady source of business instead of paying to find new customers every month. I don't promise sales figures, because results also depend on your product, pricing and market. What I do is find where customers drop off and design every step properly.
We keep spending on ads. Can fixing the process first reduce waste?+
It can. If the people your ads bring in get no reply, wait too long or can't find the next step, that ad spend becomes a sunk cost. Fix the places where you receive customers first, then decide whether to increase your ad budget. That lowers the cost of trial and error.
Customers follow one salesperson, and when they quit, the customers leave too. Can this be fixed?+
Yes, it can be improved. The problem is usually that the relationship depends on one person, and the information exists only in their head. With customer records and a handover process, customers' needs, preferences and history stay with the company, so someone else can pick up where they left off.
How will this affect my team?+
Your team gets a consistent way of working instead of everyone relying on their own experience. With SOPs, training, KPIs and staff incentives, people know what to do and what they get for doing it, and they are more willing to look after customers on their own initiative. New hires also get up to speed faster, which cuts the time spent training people over and over.
03
Is it right for me?
When to do it, what to prepare
How do I know if my business needs customer relationship and sales process optimization?+
If one or more of these sounds familiar, it is worth a check:
- You keep running ads, but can't keep up with the messages
- Customer relationships depend on one person, and customers leave when they do
- When complaints come in, staff rush to explain, and small issues turn into bad reviews
- You are short-staffed and have never systematized anything
- Customers come once and never come back
Can we do this without a dedicated customer service team?+
Yes. The process is designed around the people you already have, so your team can do it as part of their daily work without hiring a separate customer service team.
Does this work for an online-only business with no physical store?+
Yes. Online brands need the customer journey, sales process, records and handovers, complaint handling and repeat purchases just as much. The touchpoints simply move from the store to messages, your website and social media.
Do small teams or solo businesses need this too?+
Yes, just in a different way. At a small scale, start with three things: collect contacts regularly, unify your touchpoints and keep records. Bring in a system once you grow.
What do I need to prepare before we start?+
Most important is one internal point person who coordinates staff and follows up on changes. For chains, you need one central training location. I also recommend booking a 60-minute strategy session first, so I can understand where you are now and your biggest bottleneck.
05
Pricing & terms
Prices, billing, what's included
How much does customer relationship and sales process optimization cost?+
There are two options:
- Full Assessment NT$120,000: 1 month, 2 on-site days, with an analysis report your team implements on its own
- Optimization & Implementation NT$360,000: 3 months, 6 on-site days, putting the improvements into practice until your team is up to speed
The final plan is defined in the contract.
Should I choose the Full Assessment or Optimization & Implementation?+
The difference is "finding the problems" versus "finding the problems and putting the fixes in place." If someone on your team can take over implementation, the Full Assessment is enough. If your team needs someone to bring the changes on-site and stay until everyone is up to speed, choose Optimization & Implementation.
Does the Full Assessment only look at CRM?+
No. The Full Assessment finds every gap, not just in customer relationships but also in the sales process, service experience, records and handovers, and staff systems, so you can see clearly where all the problems are at once.
What does the NT$360,000 Optimization & Implementation plan include?+
It includes 3 months and 6 on-site days to put process improvements in place based on the assessment, including on-site notes on each staff member's habits. It also comes with two bonus classes: Grooming and Tone of Voice and Complaint Handling.
Can the strategy session fee be credited toward a plan?+
Yes. I recommend booking a 60-minute strategy session (NT$2,000) first. If you decide to work together long term, the session fee can be credited toward the plan.
06
Timeline
When it starts, when you'll see changes
How long does the whole project take?+
The Full Assessment takes about 1 month, including 2 on-site days. Optimization & Implementation takes about 3 months, including 6 on-site days. We confirm the exact schedule together before we start.
How soon will I see changes?+
Process changes, such as how you reply, keep records and handle complaints, start during implementation. Repeat purchases and word of mouth take time to build, and I don't promise sales results within any specific timeframe. If you expect results within a month, this service may not be right for you.
Should I do this before or after running ads?+
I recommend optimizing your sales process before any marketing starts. If you run ads before the process is ready, you can't handle the people they bring in, and it's hard to get that budget back. If you are already running ads, you can start with an assessment to find where you are losing the most customers now.
Will I need to keep paying a consultant after the project ends?+
No. The goal of this service is for your team to handle it themselves. The final stage is training and handover, so the process keeps running without me.
07
For existing clients
What happens once we are working together
Can I move on to Optimization & Implementation after the Full Assessment?+
We can look at it based on your needs. If you get the analysis report and find it hard to implement internally, we can discuss the scope and approach for implementation. You can confirm the details with me on LINE.
Have you worked with businesses like mine?+
Yes. I have worked with a makeup artist and instructor with 20 years in the business, an aesthetic clinic with 17 years, and a garment manufacturer with 35 years. For example, Hi Sisters moved from 35 years of contract garment manufacturing to its own jeans brand. We built its operating system and sales process from scratch and developed a loyal base of direct customers.
Can new employees keep using the same approach later?+
Yes. The SOPs, training materials and customer records set up during implementation give new hires something concrete to learn from. If you need more in-house classes such as Grooming and Tone of Voice or Complaint Handling, you can ask about Corporate Training separately.
08
How it connects to other services
How the services affect each other
How does this relate to SEO & GEO, Brand Visuals and short videos?+
They are all part of the same path: SEO and GEO help the right people find you, brand visuals make them willing to trust you, short videos make them remember you, the sales process receives them, and CRM brings them back. However well the earlier steps work, if there are gaps where you receive customers, you will still lose them.
How is this service different from Marketing Strategy Planning?+
Marketing Strategy Planning connects the whole path: who you sell to, why they should choose you and where to spend your budget. Customer Relationship & Sales Process Optimization focuses on what happens after customers arrive: how they are received, how they stay and how they come back. If you aren't sure where the problem is, start with a strategy session.
How does this service relate to Corporate Training?+
Once the process is designed, people have to carry it out. The customer relationship management course in Corporate Training covers the customer journey, grooming and tone of voice that build rapport, complaint handling and more, so every team member can take good care of customers. The Optimization & Implementation plan includes two bonus classes: Grooming and Tone of Voice, and Complaint Handling.
Can we use the questions frontline staff hear for marketing?+
Yes, and it is well worth it. Questions your frontline staff hear can feed back into your marketing content and FAQ, so the next customer understands before they even ask. Satisfied customers bring word of mouth, referrals and reviews, which in turn support your marketing.
09
Our team & why us
Who does the work, how we are different
Who provides this service?+
I plan and lead it myself. I'm Nicole Chen (陳宇芹), a marketing strategy consultant. I hold the Certified Customer Relationship Service Manager (CRMS) and Certified Training & Development Manager certifications from 中華人事主管協會 (Taiwan), and I have spoken on marketing strategy planning at the EMBA program of National Taipei University of Business.
Why choose you for customer relationship and sales process work?+
I have 18 years of hands-on experience in e-commerce and customer relationship management, plus 12 years as a serial entrepreneur. I have built brands and started businesses, so I understand both what owners are thinking and where frontline staff get stuck. That's why the processes I design are ones your team can actually follow in their daily work.
Will I get a hard sell after the consultation?+
No. I don't like hard selling. If your situation isn't a good fit, I'll tell you directly. After the strategy session, it's completely fine if you just want to take the direction and go.