Theory

The Team Omnichannel Planning is the process of building the omnichannel engagement plan for a Team in a given Cycle, adapted to both the company’s priorities for the cycle as well as the customers’ situation, needs and preferences. The result of planning is the Team Omnichannel Cycle Plan, which essentially represents the list of customers to be targeted in the next cycle with the tailored channel mix and target frequencies by channel and brand for each targeted customer. The Team Omnichannel Cycle Plan uploaded into the CRM where the delivered engagements will be reported by the Reps.

The Team Omnichannel Planning process consists of 4 steps: