CRM Implementation – Getting it Right

In a world where competition is becoming fierce, businesses need to implement customer relationship management (CRM) in order to stay ahead of all others. It is the strongest and the most efficient approach in maintaining and creating relationships with customers. However, getting its implementation right isn’t always easy. It takes hard work and a lot of preparation to produce a successful CRM System.

Here are some tips to help you out.

  • The CRM implementer should have a thorough understanding of your business

It goes without saying that you want a track record, but it is also essential that the vendor has experience serving businesses similar to your whether it is retail, banking, SEO, entertainment or hospitality. Companies should be willing to share a list of past customers, but if not then you can ask for a list of companies they have served.

  • Define a vision

Implementation of CRM should begin with a vision as to where the organisation wants to be as a result of the initiative. The next step is to identify measurable goals which are time bound and support the vision. However, the goals need to be different for different groups as it makes it easier to decide what to put off if necessary.

  • Choose the right product

There are many solutions available in the market with differences in the features, flexibility, scalability, integration capability and cost. So the organisations need to choose the one that is the best fit for its people, processes and existing systems.

  • Manage change with a plan

Nobody likes change in the workplace, however, software changes sometimes cause fear and resistance. The organisation needs to have a communication plan to ensure that the employees get notified from management to key stakeholders. The organisations also need to plan ahead of time so that it does not affect anybody’s schedule. Lastly, training needs to be given to all employees on how to use the new software.

So these are few of the tips that you need to keep in mind to correctly implement CRM.

About the Author