For many companies, Customer Relationship Management is a real challenge. Whilst bigger companies have the required resources to do in depth analysis and train their employees, smaller companies often do not. Therefore, they often resort to their own CRM software, without knowledge of how to correctly use it. What these companies do not know is, that the successful implementation of CRM software does not necessarily have to be expensive. By following these steps, you can lead your company to success!
10 steps to success
- Make sure, that both IT-department and management level are supporting you
Their support is decisive for the successful implementation of a CRM system. Once you have convinced these important stakeholders, it will be much easier to convince the rest of the company of the new system.
Create a list of all necessary requirements
This step is of upmost importance, because the definition of requirements will ensure that the software will bring the expected benefits. If necessary, ask external CRM consultants for help, to better determine which changes will have to take place for successful implementation. It is also important to list all managerial processes. The following questions will help you to do so:
- How do you identify important customers?
- How to you deal with customer requests?
- Which CRM measures did you take in the past?
- How does the sales process take place?
- How do you identify and generate potential customers?
- How do you share and save business contacts?
Create a requirements profile.
The above listed questions help you to better understand your business processes. After finding answers to the listed questions, you will have all the information needed to define what you expect from your new CRM-system.
Make sure that you have identified all gaps between the functions a standard CRM System has to offer and the companies requirements defined in steps 2 an d 3. At this point it is advisable to consult CRM experts.
Create a preliminary configuration plan.
Which adjustments have to be made to your CRM system? Create a configuration plan, which describes, which features have to be added to meet your companies’ requirements.
Apply all technical changes, which are necessary to customize your CRM system. Due to the many customizing options, Microsoft Dynamics CRM is an incredibly useful and recommendable Tool, which many companies already rely on. Most of the required changes can be made without having to reprogram the CRM Tool with the according code.
Data collection and transmission.
This process step within the software implementation process is challenging and often expensive, although costs vary dependent on the type of back-end-database you are using.
Testing the system.
Bevor introducing the new CRM system, it must be tested. The system should only be implemented after identifying all faults and bugs. Only then you can be sure that the software works just the way you want it to.
After introducing the new CRM system all end-users within the organization must be taught how to use it. Make sure that you provide all users with the required information to correctly use the system. Stellen Sie sicher, dass Sie den Nutzern alle Informationen, die sie im Umgang mit diesem System benötigen, zur Verfügung stellen. Print resources and video resources can be very helpful. Don´t forget, that it may take its time until all users understand and correctly use all functions.
Evaluate the effectivity of your new CRM system.
Continually review the effectivity of your CRM system to ensure that it meets the organizations requirements at all times. Should you identify further potential for improvement you should make sure, that the needed changes are quickly made, so you stay on the road to success.
Do you require support whilst implementing a new CRM system or are you looking for a suitable system? Here you can find out more about our consulting service or simply get in contact with our experts.