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Choosing and Implementing CRM


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Implementation of CRM may seem like demanding task. Yet — with the right guidelines and beforehand preparation — your choice of customer relationship management software and its implementation may be as smooth as any other workflow. Even further — with right knowledge of CRM strengths during and after its adoption — effectiveness of all your decision-making processes will skyrocket.

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Choosing and Implementing CRM

  1. 1. Here is a guideline that, tailored to your individual needs, should successfully guide you through your CRM implementation. Based on the ebook: Choosing and Implementing CRM A CRM implementation is certainly a major project, that has an impact on many areas of a company. But that doesn't mean it has to be astoundingly difficult.
  2. 2. Take a look at how you’re currently managing your processes, and where that’s not working. Establish some key objectives for your new CRM, such as: ease of use, rapid implementation, flexible, customizable (without IT overhead). Along with objectives, create some key metrics that will indicate success. They can be such things as more visibility and sharing of information, and faster progression of opportunities through your pipeline—not simply increased sales. Create Goals for the New CRM System
  3. 3. Engage all stakeholders in the process of CRM selection. This doesn’t mean that everyone has to be at every presentation, or even that everyone gets a say in the final decision. But people should know it’s happening and have input into the goals and objectives previously mentioned. At this point they start to accept that this will be the technology that they use in the future to manage processes. Involve All Stakeholders
  4. 4. ● Benchmark each solution that you look at against your organization’s specific needs and requirements. ● This is not a process of counting up which solution has the most ticks in the functionality boxes. Look for a system that solves your crucial issues. It doesn’t matter if it has a long list of ticks against functions you’re never going to use. ● Be realistic. Select the best fit to your most important goals. ● If your solution allows a trial, use it actively and ask plenty of questions. Selection of Vendor
  5. 5. ● If CRM product is being developed to specs, establish a solid line of communication for sending your requirements through. Don’t be afraid to ask questions – your vendor won’t know exactly what you need and want unless you ask for it. ● At this stage, get stakeholders involved; bring them to demos, obtain their input. Begin creating excitement about a CRM system. Design of System
  6. 6. ● Cleaning and formatting data should begin long before the CRM project itself. ● Questions that must be answered in regard to data before it is ported to the new CRM application: Does a Master Data set exist? Is the data to be ported in the right format? Are there separate independent data sets, and if so how can they be merged? Is the data organized correctly? Are there duplicates in the data? Is the data accurate? ● It is well worth the money to hire outside help if needed. Preparation of Data for Porting
  7. 7. ● Working with the vendor, start implementation of the new system ● Make sure that you test, review and provide feedback to the vendor – they can’t help if they don’t know what you need. ● With assistance from vendor and consultants if needed, integrate legacy systems with new CRM Development
  8. 8. ● Right up front, be very clear on user benefits provided by the new CRM system ● Create a clear and doable path (plan) for training of ALL users ● If you have a large number of users, training should be tailored to each type of user (salesperson, manager, administrator, etc.) ● Make sure to include the Why in each explanation of function Training
  9. 9. ● Carefully track usage of new system ● Obtain regular feedback on new system ● Ensure tech support is available—don't leave users stranded ● Provide regular and further training Going Live
  10. 10. Make sure to measure ROI of your new system. Make your CRM usage a great success!
  11. 11. CRM (R)Evolutionized—Instant Intelligence, Visualized! DOWNLOAD FREE TRIAL SEE ALL BENEFITSor