The CRM market is currently sitting at £23.3 Billion and is growing at an impressive rate, with an expected compound annual growth rate of 14.7%. Partner selection is an extremely important part of CRM implementation, in fact, it is essentially the difference between success and failure. Given that different industries require different areas of CRM expertise, there is a number of questions that you must ask yourself and your shortlist of partners before making a decision. The partner you select represents the last mile of implementation, specialization and support when it comes to your solution. After gathering requirements and selecting the system that can meet them the most effectively the following points need to be considered to ensure that the right partner is selected.
Partners have different competencies and levels of competencies, make sure that you choose a partner with competencies that align themselves with your business needs and CRM requirements. You must be confident that your goals are their number one priority.
The logistics of CRM implementation are not straight forward, obviously the complexity varies depending on the requirements of the client. However, regardless of the complexity or size of the project it is imperative that the partner has a tried and tested process for implementation and deployment. If this is not in place, there will be issues with requirements gathering, communication and overall ambiguity with regard to what CRM can actually do for the business. Do not be a Guinea Pig, you must ensure that the processes being used to implement your CRM are totally watertight. The fact that the majority of CRM initiatives fail is largely to with a lack of structure when it comes to scoping, implementation, deployment and support.
Different industries have unique requirements, so it can be beneficial to select a partner that has had some experience in yours in order to facilitate rapid implementation. The partner will be in a better position to suggest tried and tested solutions and processes.
CRM partners usually have a number of optional services. It is important to make sure that their service offering fits in with your requirements.
You must ensure that the partner that you select is client focused enough to truly understand how your business works. This is probably the most important considerations when selecting a partner, as if they do not have the required level of client focus, it will be impossible for them to translate your business processes into effective workflows as this requires a detailed understanding of the inner workings of your business.
Involvement and Participation
Be sure to select a partner that will actively suggest ways to further enhance user adoption, increase productivity and enhance the overall implementation experience through client training.
It is extremely important to ensure that the foundations are there for constant and effective communication, as this is the only way to fuse the company requirements with the expertise of the partner. It is extremely important that the partner is completely transparent and responsive, as trust is what these relationships are built upon.
Redspire are at the cutting edge of CRM in the UK, everyone within the organisation is a Microsoft Certified professional. We have experience in helping organisations from a very broad cross section of industries. Our unique and innovative process to Implementation and deployment ensures that we are able to maintain the same high standards for every client regardless of their requirements, our process is as follows.
Step 1 – Agree on Business Objectives
At this stage we put together an experienced project team that will guide you through the process. We strive to create lasting relationships with our clients as we feel that this approach is the most effective way to establish the true CRM needs of our clients.
Step 2 – Understand What CRM does
We articulate what it can do out of the box, with no customisations. This enables us to work together to visualise how the requirements of each department will work within the system
Step 3 – Produce a Strategic and Tactical Plan
From this we can now define and agree on a strategic plan for CRM that will deliver your total business objectives and prioritise the first tactical step
Step 4 – Get you up and Running
We will get you up and running quickly so we’ll roll out a section of the system to single business unit who can start using it on a day-to-day basis. Together we can deploy, train and fine tune. We won’t move on until everyone is happy. Working with you, our dedicated consultant will identify the next business unit, ensuring that each project takes us toward the overall business objectives. As the smaller projects keep rolling out, you start to realise business benefits more quickly and you and your users end up with the CRM you need – not the one you think you wanted.
The CRM market is exploding and there is a huge choice when it comes to selecting the right system coupled with the right partner. This article aims to illustrate the criteria a company should ensure a partner meets before they entrust them with the important task of implementing and deploying their chosen system. Click here to read the article on selecting the best system.
For more information about the CRM specification process download: Step by Step Guide to getting CRM Right: Step 1
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