CRM Selection Processes: Best Practices in Evaluating Your CRM Options

1. CRM Strategy & Platform Selection:
How to Drive the Process
Live Webinar Demo

2. • Presentation is roughly 45-60 minutes
• All phone lines are muted
• If anyone has any questions during this webinar – please type them in your
Questions Box located at the bottom of your webinar panel
Webinar Details

3. Today’s Presenter
Derek Jacobson | Net@Work
CRM Practice Director
Phone: (480) 346-1071
djacobson@netatwork.com
Net@Work is a partner of several leading CRM Platforms with hundreds of successful
implementations under our belt.

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5. We’re going to walk you through our CRM Strategy and Platform Selection
Program that focuses on helping you:
1. Define A CRM Strategy that Aligns to Your Business
2. How to Make and Informed and Pragmatic Decision about which platform
is best for you
3. What you Should Expect to Invest to Implement, Adopt and Leverage CRM
This program is about managing risk, driving return on capital
and leveraging technology.
Today’s Focus – CRM Strategy and Evaluation Programs

6. • CRM solutions have changed – dramatically!
• Their strengths, areas of unique value and limitations vary greatly.
• From my own personal experience…
• Research Rankings alone won’t help you define the
right solution or how to apply it in your organization
Graphic courtesy or Forrester Research, Forrester WAVE report Q4 2016
Why This Program Exists

7. Industry Trends – Growing Companies Are Focusing on CRM
CRM needs ‘arise’ during periods of growth
• The Old Way(s) break down
• Employee effectiveness and productivity
isn’t scaling
• Teams ‘know’ they need to evolve, and
they don’t know where to begin
Data courtesy of: Salesforce.com published analytics on Small (2 to 49 employees) & Medium
businesses (50 to 199 employees) via Facebook

8. Companies go into this
process looking for this…
Why Does This Program Matter?
Too often, the process leaves them
feeling like this…

9. Why so much frustration and tribulation? – The Process
• Most Teams begin by evaluating different platforms first.
Picking between competing options can feel like a glorified Dog and
Pony Show. You’re asked to pick a platform and then decide how to fit
your business into it.
• This is backwards. Technology should amplify and
augment your business.
• As a partner of multiple CRM Platforms, we have seen
these challenges only grow and wanted to provide a
solution
The Buying Process Doesn’t Address Your Key Needs

10. Success with CRM is often determined by what you do in the first month.
Our Expert Lead Prescriptive Approach:
1. Break down your key business processes
2. Rationalize your goals & needs from a CRM solution today
and in the near future
3. Rank and weigh what goals & needs matter the most –
QUANTIFY IT
4. Then, Evaluate each platform against your weighted needs.
5. Understand the financial investment for each platform
6. Select the platform that best aligns with your business
needs & goals and delivers the ROI
The Process – How To Do It Right

11. Data courtesy of:
Salesforce.com published analytics on Small (2 to 49 employees) & Medium businesses (50 to 199 employees) via Facebook
Do any of these apply to you? What if they don’t?

12. This process typically takes 1 to 3 full days to get an adequate overview for small and
medium sized companies followed by 1 to 2 weeks of analysis done off site.
• Evaluate Sales, Marketing and Customer Service.
• If you have multiple teams or divisions, don’t assume one size fits all.
With representation from those teams, walk the entire customer life cycle from prospect
to first order followed by support.
• Who gets involved & when?
• What are the key points or actions that drive success?
• Where are opportunities missed?
• What are the characteristics and behaviors
of the most successful employees do you want Technology to reinforce?
Business Process Breakdown

13. Once you have dissected your business process and laid out your
overall needs:
• Rank and Rate them
• Where possible, quantify the impact of change
Before you view a product demonstration:
• Review the most important job functions CRM needs to support
in the next two years 1 – X
• Highlight the “Big 5”
• 60% to 70% of your evaluation should be around these areas
Then review platforms, pick your top 2 and compare the loaded
costs side by side.
Preparing For The Product Evaluations

14. For most organizations, this is a 4 to 6 week process and will cost between $6,500
and $10k based on company size and other factors.
During the process, Net@Work will develop a number of items for you:
• Business Process Analysis
• Recommendations based on your needs and platform capabilities
• Suggested method for implementation – what to do when
• A training and adoption plan based on your user base
• Fully prepared budget and costs for implementation of your two top choices
Net@Work will lead you through the process in an unbiased, agnostic way.
What to Expect

15. Please type in
your questions
Any Questions?

16. Connect with
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netatwork.com/blog
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For those of you already partnering with Net@Work, please
contact your account manager for more details and support.
Derek Jacobson | Net@Work
CRM Practice Director
Phone: 480 346-1071
djacobson@netatwork.com
Thank You for Attending!