Customizing Effective CRM Solutions with Customer Capital Consulting

Customizing Effective CRM Solutions with Customer Capital Consulting

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. 

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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.

At Customer Capital, we have over a decade of experience helping companies with their CRM initiatives.

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.

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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.

Customizing Effective CRM Solutions with Customer Capital Consulting

Questions for a CRM Supplier 

Customer relationship management (CRM) is a huge investment. You need to purchase the CRM software, invest in training and support, and allocate resources to run and maintain the system.

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But, with all of that said, a CRM system can be a great tool to help your business grow and succeed. 

When considering a CRM supplier, you need to ensure they are the right fit for your business. 

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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?

Customer Capital Consulting has been in business since 2006 and has worked with many CRM software solutions. We can help you select the right CRM software for your business and budget. 

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About the Author

Tom Koh

Tom is the CEO and Principal Consultant of MediaOne, a leading digital marketing agency. He has consulted for MNCs like Canon, Maybank, Capitaland, SingTel, ST Engineering, WWF, Cambridge University, as well as Government organisations like Enterprise Singapore, Ministry of Law, National Galleries, NTUC, e2i, SingHealth. His articles are published and referenced in CNA, Straits Times, MoneyFM, Financial Times, Yahoo! Finance, Hubspot, Zendesk, CIO Advisor.


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