So, you have the remit to explore CRM for your organisation.
You might be the CEO, the CTO, the COO or the Project Manager. Or maybe you’re just expected to report into them with your findings.
Either way, the CRM scoping and selection process knows no job titles and whilst the journey can be shortened, be very wary of missing out each of the important steps.
Here are five important things to note:
- CRM is way beyond a sales management tool. It’s a business strategy that lets you identify the needs and behaviours of your customers to win their loyalty. This isn’t just about seeing what they’ve bought and knowing what to sell them next. It’s about their every single interaction with your organisation and CRM lies at the very core of every area.
- Finding the right CRM system isn’t about which one is the most popular, or which one is cheapest, or indeed which one your competitors use. It’s far more complex. Integration with existing systems and software, customisation options, the appropriate levels of functionality for what you need now and in the future as well as user adoption all matter. Indeed, even the way that a software vendor interacts with its partner network is important so that you know where responsibilities lie for proposals, implementation and ongoing support.
- Whether you are migrating from one CRM system to another, moving from Excel, working with sector-specific compliance software or upgrading existing CRM, the process is king. There are objectives for every stage of the CRM scoping process, all of which are designed to help your business meet its objectives for CRM. And in most cases, create new ones once you know what is possible.
- It’s not a solo effort. Creating a CRM strategy and finding the right solution takes not just process, but collaboration. Stakeholder engagement is important. Every department can benefit from CRM but only if the right questions are asked of the right people from the outset. Customer services, operations, compliance, data security, IT, sales, marketing, administration, product development, distribution. The list goes on.
- Preparing a business case is crucial. It provides your board with the rationale, recommendation and expected ROI of your CRM proposal. However, what starts out as a detailed document is often reduced to no more than a few pages for the C Suite to read over. Make sure you know what they are looking for and stay true to the original objectives, as well as identifying the new opportunities that CRM creates.
Step-by-Step CRM Webinar Series
We’re often asked about every single one of the areas above. So, we’re running a free (and objective) Step-by-Step CRM Preparation Series that will make sure you have thought of everything. It’s one thing to know what should be done, but sometimes insight from people who have done it before makes all the difference.
STEP 1: Your CRM Strategy in 2017
In the first of our webinars, we look at what a CRM strategy is, as well as why and how businesses across every sector are using CRM to meet their business objectives and challenges.
Watch our webinar and find out more about the whole series, here. And if you’d rather bypass the webinar series but still want the knowledge, why not give one of our consultants a call on 0845 226 8170 or have a look at our discovery day options.