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                                                                                          Selecting and Implementing a Well-used CRM

Table of Contents

  1. What is CRM software?
  2. Role of CRM in Business Strategy
  3. CRM Implementation Success Factors
  4. People, Process, and Technology
  5. Industries Served
    1. Software and IT Industries 
    2. Financial Industry
    3. Professional Services Industry 
    4. Manufacturing 

 

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Implementing customer relationship management (CRM) software is one of the most critical decisions a growing small to medium-sized business can make. At Success with CRM, we’ve helped companies all over the United States navigate the complex analysis and decision-making process of successfully upgrading their current CRM system or implementing a new CRM. A key objective is helping businesses find tools to improve sales, strengthen relationships, and make productivity enjoyable – all with your chosen CRM system. Gain insights to guide you as we work together to get the job done and select and implement a well-used CRM for your business now and into the future.


Good_Data_Answers_Right_Questions-1What is CRM software?

CRM software is a business system that integrates people, processes, and technology to maximize how a company interacts with current and potential customers. A well-used CRM helps businesses manage relationships with customers, streamline processes, improve profitability, and connect teams within the organization for greater visibility and growth.

CRM systems support sales, customer service, business development, marketing, recruiting, and many other teams within an organization to break down silos and drive success.


Role of CRM in Business Strategy

A CRM system is ultimately a business strategy of finding, acquiring, and retailing the best customers to drive growth for your business. Effectively using a CRM system as the foundation for business development is a core business tactic; as you search for a CRM, here are a few of the core strategies and tools a well-used CRM system will provide:

  1. The ability to facilitate effective and efficient communication in your organization

  2. Automation for easier, faster workflows

  3. Better decision-making

  4. Enhanced customer care

For those of you who already know the basic benefits of CRM, it’s time to focus on the role of CRM in your overall business strategy. Senior management will want a list of detailed, measurable ways they can justify what may grow into a large investment. The good news is there are numerous tangible and intangible benefits associated with CRM and the role it plays in a business’s success.


CRM Implementation Success Factors

There are several proven strategies you need before you take the plunge into CRM implementation to make it successful. Here are just a few of the factors that drive CRM implementation success:

  1. Securing executive buy-in
  2. Establishing measurable business goals
  3. Building the perfect implementation team
  4. Aligning department strategies and goals
  5. Putting strategy first, technology second
  6. Working with an experienced, responsive CRM consultant
  7. Maintaining quality data
  8. Planning for disruptions
  9. Choosing a champion of change

Starting with a solid foundation and understanding of what CRM is and does for your business is crucial, but it’s also necessary to foster a business culture of continuous learning and communication.


People, Processes, and Technology

When selecting and implementing a CRM system, remember this simple rule: people, processes, THEN technology. We call this the 60/30/10 rule, and at Success with CRM, it's a rule we take seriously. (Watch our video [link below] to learn the best recipe for combining these 3 essential components of a CRM implementation.)

60% of a successful CRM implementation comes from PEOPLE adapting to the change, which is why employee buy-in is critical.

30% of a successful CRM implementation comes from the PROCESSES and flow that encourages adoption and leads to quality data.

Only 10% of a successful CRM implementation comes from putting the TECHNOLOGY to work.

A successful, well-used CRM system is achieved through communication; it takes time and care for the people who use the CRM and processes to secure quality data.

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Industries Served

CRM software can benefit countless industries. As you research the right CRM path for your business, consider these industries and how CRM helps each one.

  1. Software and IT – CRM software for software and IT companies manages project hours, provides organized and fast customer support, and creates highly targeted marketing campaigns to drive new leads.
  2. Financial – CRM software for financial companies helps financial advisors and accountants establish long-lasting relationships built on trust and reaching fiscal goals.
  3. Professional services – CRM software for professional services companies saves time when searching for documents, setting appointment reminders, and finding customer information.
  4. Manufacturing – CRM software for the manufacturing industry addresses the never-ending challenge of dealing with market changes and rising costs.

Additional Resources

  1. ebook: How to Successfully Select and Implement a Well-Used CRM
  2. eBook: How to avoid the 3 most expensive mistakes in the CRM decision-making process
  3. Blog: CRM Basics: CRM is a Business Strategy Centered Around the Customer and Why
  4. Blog: How to Build the Perfect CRM Implementation Team
  5. Video: 60-30-10 Rule: Using people, processes, and technology the right way for a successful CRM implementation  
  6. Blog: 6 Questions to Ask Before Implementing a New CRM
  7. Blog: 3 Important Keys to Choosing the Right CRM