If you’re investigating CRM for your business right now, you may have read articles about what happens when it goes wrong.
In fact, if you were to ask leading businesses who are successfully using CRM what their journey to CRM success looked like, there may well be some tales along the way.
We solely concentrate on Microsoft Dynamics 365 but when we sit down with our clients at the beginning of our discovery process, we always explore whether it will do for these new businesses what it has done for our long-standing clients.
And here’s what our experience has taught us. No one CRM is right for every business.
And yes, the negative stories cite some truths. Get your CRM partner or platform wrong and you’ll struggle with poor user adoption, forgotten (key) features, ongoing silo working, ignoring valuable features and a board that is less than impressed with the return on their investment.
But what can you do to get your CRM project right?
We go into more detail in our Step 2 webinar ‘What CRM solutions are available’ which is part of our 8 Steps to CRM Implementation Success series, but in the meantime, here are a few tips.
Define requirements & objectives
Define why you need a CRM. You can’t compare solutions unless you know what you need it to do. You could end up either over or under spec’d and create more problems than you started with.
Consult with and know the needs of every stakeholder in the business. What are the processes, data requirements and current systems of every department? What do they need now and what could they achieve in the future with upgraded functionality? What do they definitely not want? Getting this right will increase the likelihood of high user adoption.
Look at the bigger picture of each CRM platform. The functionality, licensing approach, customisation possibilities, compatibility with existing systems, sector suitability and its scalability are all considerations.
Choose the right partner
Meet potential CRM partners. We often find that it’s the people in our business that make all the difference to our clients. They will be working alongside and within your business during implementation and staying on hand to support you. It’s worth having synergy.
When CRM is implemented well, it can catapult your business into a more forward thinking and profitable approach. Start with the basics and you can build CRM into your business to be the bedrock of more innovation.
Although we are a Microsoft Dynamics 365 partner, our webinar series, 8 Steps to CRM Implementation Success, is an objective look at the process that anyone charged with investigating CRM for their organisation should follow.
Throughout the series, our MD, Billy Lyle, guides businesses through each step of the CRM journey. Step 2 focusses on what CRM solutions are out there. Watch this short webinar learn about your CRM options and continue your own journey to getting CRM strategy, planning and stakeholder engagement right first time.