Choices abound when you’ve decided you need to invest in CRM, whether for the first time or as an upgrade to support your growth. But here’s the thing: Selecting the right software isn’t the starting point. You could sign up for the top-of-the-line package and still have a failed CRM implementation – if it doesn’t make life easier for your people.
Maybe you know colleagues who have made significant investments in CRM and not gotten the ROI they had hoped for. Maybe it’s happened to you. What makes implementations fall flat? How to do it right?
First things first:
Start by taking a comprehensive look at your processes -- who does what when, and how it all fits together – or should –- from the perspective of the people actually doing the work.
Knowledgeable CRM consultants bring value starting right here. Because of their experience not only with CRM but also with business strategy, they can listen and ask smart questions to help you discern what problems you need to solve and what management tools you need to achieve your goals. Then and only then can they use their knowledge of products to guide you to the applications best suited to your specific business needs, including which ones you can customize as necessary.
How does customization vs. out-of-the-box functionality affect your processes and people?
There’s often a gap between the standard software set-up and the perfect match for you. Yet the reason the designers set it up that way is that they’ve found it does meet the needs of many.
If a CRM consultant can help you get as close as possible from the start, you’re time and money ahead. As your people test the system, they can use their hands-on perspective to identify specific places where customization will get it even closer to how they work – or how they need to function to work more successfully.
As employees become more familiar and comfortable with your CRM system, your processes flow better and synergy happens. New hires, sales reps for example, can get up to speed faster and integrate more smoothly with the company’s processes because those processes have been identified, made explicit and systemized.
When you lay the foundation, it’s true that the more you use your CRM system, the more valuable it becomes.
Here’s the key takeaway: The software solution is there to support the business process, not the other way around. Likewise, the business process is there to support the people who work for your company and its customers. We’re not satisfied until our clients experience this type of success.
Adaptable CRM such as Infor CRM or Creatio lets a company concentrate on making the software work to support its processes and people instead of trying to get the employees to conform to some unfamiliar system.
Download our free resource
As expert CRM partners, we know customer relationship management well and have guided successful implementations of Infor, Act!, and Creatio for diverse client businesses. 7 Keys to Success with CRM, our eBook, has been a helpful resource for their CRM journey. Download it to learn:
- What CRM can do for you
- How and where to get the right professional help
- The things you need to know before choosing a CRM tool
- How to tailor the process solution to your needs
- How to tie everything together – the people and the technology – to make CRM successful for you and your business
A successful CRM implementation is not a destination, it’s a journey. Read our eBook to find out more.