Jesús Hoyos is a CRM Mentor & Coach for CX Leaders and their teams.
About Jesús Hoyos
Let Jesús Hoyos be your CRM Mentor, Coach, Whisperer, Sherpa, Influencer and Advisor.
Jesús, the Principal Consultant at Cx2Advisory, is recognized as a LinkedIn Top Voice and serves as a highly sought-after CRM Advisor and Independent Analyst. He is also known for hosting his Podcast de CRM, delivering speeches about CRM technologies, maintaining a blog about vendors and trends, and influencing discussions in the fields of CRM, Marketing, Customer Engagement, and Social Media. With extensive expertise specifically in the Latin American market, Jesús excels in integrating diverse marketing technologies to enhance and streamline customer engagement strategies.
Partner and co-founder of Solvis Consulting, Jesús Hoyos boasts an impressive career spanning over 22 years of dedicated experience, providing exceptional leadership in the execution of various Customer Relationship Management initiatives. Throughout his extensive career journey, he has successfully assisted numerous clients, vendors, and team members with a diverse range of crucial aspects including business processes, meticulous requirements gathering, effective project management, rigorous quality assurance, comprehensive business cases, and the implementation of best practices. Prior to founding Solvis, he held the esteemed position of Regional Domain Partner for Customer Management Solutions in Latin America with Cambridge Technology Partners.
At Solvis, he has collaborated with high-profile international companies across Canada, the United States, Spain, Philipines, Puerto Rico, South Africa, and Latin America, expertly executing CRM strategies and implementing a variety of software packages tailored to their unique needs. Additionally, Jesús was a co-founder of the influential Social Media Club in Mexico City, further demonstrating his commitment to the industry. He also served as a Primary judge at CRMIdol, a prestigious worldwide CRM contest designed specifically for small and medium-sized CRM vendors, showcasing his expertise and dedication to fostering innovation in the CRM landscape.
His primary focus is on effectively building comprehensive customer engagement ecosystems that encompass a wide range of technologies, including AdTech, MarTech, CRM, CaaS, and CDP, among others. He is particularly dedicated to supporting companies in bridging the important gap that often exists between technologists and business strategies, ensuring that both aspects work in harmony. Jesús has collaborated with a diverse array of organizations, including business groups, multinationals, small and medium-sized enterprises (SMEs), and regional companies. Additionally, as an Independent Analyst and Influencer, Jesús engages in a variety of secondary research activities, which include conducting surveys, facilitating workshops, generating valuable content, and performing in-depth industry analysis for various suppliers.
Some of the diverse industries where Jesús has successfully implemented advanced customer engagement ecosystems include Telecommunications, Banking, Tourism, Automotive, Airlines, Hotels, Consumer Packaged Goods (CPG), Retail, Education, Software, Restaurants, and Manufacturing. Throughout his career, he has worked on numerous projects as a mentor and consultant, specializing in the implementation of the various Salesforce clouds along with a wide array of other technologies. These include prominent platforms such as HubSpot, Zoho One, Marketo, Ortto, Zendesk, SugarCRM, Informatica, Twilio, AWS Connect, Tibco, Five9, SurveyMonkey, Medallia, Zoho Analytics, Growth Nirvana, Microsoft Dynamics CRM, SAP, and a multitude of integrations with various back-office systems.
Some of his current and past customers include a diverse range of distinguished organizations and institutions, such as iPeople, IPADE, Universidad del Prado, Oriental Bank, Grupo Posadas, Grupo Modelo, Ford Mexico, Chrysler Mexico, Ford Financials, Toyota, Mazda, Mancosa, Laureate Universities, Bancolombia, Todo1, Banco Pichincha, Citibank, and Citrix, among many others that have greatly benefited from his expertise and guidance in customer engagement solutions.
CRM Mentoring and Coaching Services
Workshops
Interactive sessions are thoughtfully designed to delve deeply into specific CRM topics, fostering a meaningful learning experience and encouraging practical application of the concepts covered during the discussions.Timeframe: usually from 1 to 4 weeks.
Engage
A comprehensive hands-on approach is employed, where Jesús offers valuable mentorship and direct guidance designed specifically to enhance and improve your specific CRM implementation processes and strategic initiatives. Jesus can provide leadership with: AI assessments & pilots, data governance, software selection, implementation providers selection, contract & renewals negotiations, estableshing training programs, integrating CRM systems and omnichannel guidance among other initiatives. Timeframe: usually from 3 to 6 months.
Advisory
Artificial Inteligence & CRM Synery Assessment
Strategic consulting services are designed to help you effectively navigate the complex challenges presented by Customer Relationship Management (CRM) systems and enable you to make well-informed decisions for your organization’s growth and success during your implementation of your CX strategy. Timeframe: usually from 6 to 12 months.
Fractional CRM
Provides execution support through various specific tasks and targeted masterclasses to effectively guide your team. This approach is designed to ensure the seamless alignment of CRM initiatives with overarching business objectives, facilitating collaborative success. This service includes other consultants from the CX2Advisory team. Some of the activities can include vendor selection, proof-of-concepts and pilots, and implementing a Center of Excellence. Timeframe: usually from 3 to 12 months.
Fractional CRM Plus
All four services are actively integrated, and we utilize a customer intelligence tool known as Uniply to effectively monitor the customer journey across various departments. This approach empowers collaboration and enhances understanding of the customer experience. By providing a comprehensive view of the entire customer journey, we enable an executive overview that drives alignment across all teams. It is crucial to be aware of the outcomes produced throughout this process. Additionally, we aim to execute strategies based on key metrics that guide our decision-making and actions. Timeframe: usually from 3 to 12 months.
The AI/CRM Synergy Assessment is a evaluation service tailored specifically to help companies strategically maximize both their current and future investments in AI within the customer engagement ecosystem. This specialized service identifies the existing licensed AI functionalities embedded in your various technologies across essential domains such as AdTech, MarTech, Sales Tech, CCaaS, and the Customer Journey. Following this identification process, we collaboratively develop practical use cases to ensure that AI is effectively implemented through well-structured pilots or Proof of Concepts (PoC). The overarching goal is to create actionable use cases, validate data readiness, authenticate AI functionalities, and then document all the findings for future AI investments and strategies.
Need CRM Auditing and Implementation Services?
For comprehensive auditing and implementation services, the Solvis Consulting Team, where Jesús serves as a Founder and Chief Strategy Officer, is well-equipped to assist you with a variety of essential offerings. These services include aiding your organization in enhancing your Customer Relationship Management (CRM) technologies through effective integrations, omnichannel alignment, and data quality and governance implementations.
Among the technologies they expertly manage are Salesforce Sales Cloud, Salesforce Service Cloud, Salesforce Marketing Cloud, Salesforce Marketing Cloud Account Engagement, WiseCX, Twilio, Zoho CRM, and ZohoOne, which encompasses over 50 applications. Additionally, they work with tools such as Unbounce, Zendesk, Medallia, various Customer Data Platforms, Informatica, Tibco, Zoho DataPrep, Informatica Data Quality, Zoho Creator, Emplifi, HubSpot (covering all Hubs), Ortto, GetResponse, AWS, Google Cloud, Zoho Analytics, Power BI, AWS Connect, and many others.
The team possesses considerable experience across diverse industries, including eCommerce, Automotive, Telecomunications, Food and Beverage, Education, Banking and FinTech, Tourism and Hospitality, Restaurants, Consumer Packaged Goods (CPG), Manufacturing, as well as Health and Beauty sectors.
“Companies need to close the gap between the strategy and the technology. A balance is needed between the speed of how the technology evolves vs the constant change of your strategy. Most of the time the technology is ahead of the strategy.”
How Jesús can mentor you and your team?
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As a CRM leader in Marketing, you have the following goals and challenges:
Goals
Enhance customer engagement and loyalty.
Drive personalized marketing campaigns.
Improve lead generation and conversion rates.
Challenges
Lack of integration between marketing and sales data.
Data quality issues affecting campaign effectiveness.
Silos within the marketing department and other business units.
Jesús can provide leadership to:
Define a data governance and quality process.
Integrate CRM with marketing automation tools, including AdTech or CDP.
Establish of a Center of Excellence to streamline processes and technology use.
Implement an end-to-end customer acquisition process.text goes here
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As a CRM leader in Sales, you have the following goals and challenges:
Goals
Increase sales team efficiency and effectiveness.
Improve sales forecasting and pipeline management.
Enhance customer insights for better sales strategies.
Challenges
Disconnected data and lack of real-time insights.
Inefficient sales processes due to lack of integration.
Inadequate training and adoption of CRM tools by the sales team.
Jesús can provide leadership to:
Manage sales funnels to support decision-making for roles and users.
Define scoring and pipelines to manage the sales cycle.
Develop training programs for the sales team.
Define metrics and KPI for everyday sales activities.
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As a CRM leader in Customer Service, you have the following goals and challenges:
Goals
Enhance customer satisfaction and retention.
Streamline customer service processes.
Utilize CRM to provide personalized customer support.
Challenges
Fragmented customer data leading to inconsistent service.
Lack of integration between CRM and customer support tools.
Difficulty in measuring and improving customer service metrics.
Jesús can provide leadership to:
Close the gap between CSAT and NPS metrics with the Next Best Action.
Establish sound knowledge bases or customer communities for self-service.
Align the management of different channels with customers and reps.
Move from traditional channels to digital channels to expand to a complete omnichannel architecture.
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As a CRM leader in IT, you have the following goals and challenges:
Goals
Ensure CRM system stability and performance.
Facilitate seamless integration of CRM with other IT systems.
Support business units in utilizing CRM effectively.
Challenges
Managing data silos across different departments.
Ensuring data security and compliance.
Limited resources for ongoing CRM optimization and support.
Jesús can provide leadership to:
Implement a CRM governance framework to manage functionalities and requirements.
Integrate the CRM solution with an scalable architecture.
Facilitate cross-departmental collaboration to break down silos.
Implement a PMO or Center of Excellence to oversee CRM projects.
Accolades
