A “one size fits all” CRM solution rarely brings the desired outcome. Things like your company size, business model, marketing strategy, and sales process all play a role in determining how you will use your CRM system.
Before proceeding with a CRM initiative, it helps to undergo a rigorous requirements-gathering exercise.
Carefully examine your customer lifecycle, define your CRM strategy, and evaluate your current business processes and technologies. Only then can you select the CRM solution that best meets your needs.
We take a holistic approach to CRM, starting with analyzing your business goals and objectives.
We then work with you to develop a unique CRM strategy for your business. Our consultants have deep experience with major CRM solutions, including Microsoft Dynamics 365/CRM.
We will help you select the right CRM solution for your business and customize it to fit your specific business needs.
How Customer Capital Consulting Can Help
Our implementation of Customer Relationship Management (CRM) solutions is often treated as a six-stage process, moving from business requirements to software selection, project management and delivery, and post-implementation support.
The stages are:
Stage #1: Collecting Information and Business Requirements
The first stage is all about capturing the information we need to identify your customers and categorize their behaviour. We also work with you to understand your business processes and how they relate to your customers. We’ll try to understand your current system(s), their limitations, and how a CRM solution can help you overcome them.
Stage #2: Selecting the Right CRM Solution
Once we clearly understand your business requirements, we can begin evaluating different CRM solutions. We consider your budget, technology infrastructure, business processes, and plans. We also look at the features and functionality of each CRM solution to see how they can be customized to meet your specific business needs.
Stage #3: Project Management and Delivery
We work with you to develop a project plan and schedule. We also help you assemble the resources you need to implement your CRM solution successfully. Our team of consultants has a wealth of experience in managing CRM projects, and we will work closely with you to ensure the success of your project.
Stage #4: Implementation and Training
Once the project plan is in place, we can begin implementing your CRM solution. We will work with you to configure the software, migrate your data, and train your users. We also provide ongoing support to ensure your CRM system runs smoothly.
Stage #5: Go Live and Support
After your CRM system is up and running, we will work with you to ensure it’s being used effectively. We also provide ongoing support to help you troubleshoot any issues.
Stage #6: Post-Implementation Review
Once your CRM system is up and running smoothly, we will conduct a post-implementation review. This allows us to assess the success of your project and make recommendations for further improvements.
Questions for a CRM Supplier
But, with all of that said, a CRM system can be a great tool to help your business grow and succeed.
That said, here are some of the right questions you should be asking a CRM supplier:
- What are the specific cost of the CRM software, implementation, and support, i.e., one-off purchases, a charge per user, or monthly/yearly subscription?
- How long has the supplier been working with the CRM software?
- How many successful implementations have they completed?
- Does the CRM supplier provide consultancy? If so, at what rate?
- What kind of training and support do they offer?
- What is the supplier’s policy on data ownership?
- What are the supplier’s terms and conditions?
- Is the CRM system scalable? Should your customer base or company size increase, can the system accommodate this growth?
- What kind of reports and analytics does the system provide?
- What kind of integrations does the CRM software have?