Why does CRM sometimes fail to deliver? Why does any relationship?
Here are ten ways to make sure you have the right CRM software partner.
- Know their strengths. Are they dedicated to the CRM platform you have chosen? Are they working with it day in/day out? Have they worked within a business like yours before and if not, how well do they know (or get to know during pitch) your sector’s challenges?
- Know their structure. It’s all too easy to give the contract to a CRM partner on the basis of price, proposal and the people you met at the pitch. But those are all fleeting moments and what you need to know is the day-to-day reality of working with them. Who are the team working that will work day in and out on your project and what are their roles? How do they communicate with clients, and with each other? What processes do they follow to make sure nothing slips through the net or is misunderstood? What are their individual competencies and experience? What additional value will they bring to the project?
- Know what you’re getting. What level of system detail can you expect to see before being expected to sign on the dotted line? Make sure it’s what you’ll need bearing in mind the different stakeholders who will have to sign off on your final decision.
- Know their wider business knowledge. This might seem obvious. It’s all very well having a partner who knows the CRM platform inside out but they have to also have business sense. You want them to understand the current customer experience challenges that technology, legislation and your sector are throwing up, as well as then quickly understanding the process challenges from within your business. Do they understand how to be GDPR compliant? Can they help you get there?
- Know their capacity. What else they are working on during the timescales you are planning around. Do they have capacity? Should you wait until they do? Will you be a priority?
- Know their skills. Don’t just ask how many clients they have, who they’ve helped or the results. Know what kind of modifications they’ve made to make the CRM platform work with client’s existing infrastructure.
- Know their aftercare approach. Once you’re up and running, how do they stay in touch with you and your team? What does support look like? Is it as and when? Proactive? Reactive? Are they providing value all the way through?
- Know their honesty. Just how clear are they about what can and can’t be done? Do you sense there are things being said to secure the deal? Trust your instinct and push for commitment if you’re not sure.
- Know your own project team. Are they and the potential partner team compatible? They are going to be working closely together and it would be far more beneficial to have a mutually respectful relationship rather than supplier/client.
- Know their current client list. Don’t be put off by where they don’t already have a business in your sector. It means there will be no conflict of interest and with any good partner, they will be party of their platform network and as such, have access to shared knowledge and practice that will only add even more to the balance of skills, technical know-how, business aptitude and team relationship.
Our CRM discovery webinar series was set up to help you own each stage of the CRM journey so that you can arrive at the right software and partner for your organisation.
Catch up on our free webinar series ‘Your 8 Steps to CRM Implementation Success’
Want to know more about Redspire? Here’s our MD Billy to give you a quick summary: