CRM is a powerful tool for your business, but it's also very dependant on its users. It's not a project that can be completed and checked off the to-do list. Instead, it needs to be maintained in order to stay effective.
These five tips will help it be just that:
- Listen to User Needs | Compelling reasons for adopting Customer Relationship Management (CRM) is an absolute must. For example, Sales needs to understand how CRM can help maximize their selling time instead of viewing it as “big brother software”. Implementing CRM is more likely to succeed if strategic planning and design provides obvious and clear value to both end users (be more efficient and effective) AND management (enable better decision making).Your sales team might waste time chasing a long-shot lead when there’s a hotter one on the table, because priorities haven’t been clearly indicated. Marketing may be targeting the wrong audiences because they can’t distinguish which leads are qualified. Project managers may find themselves running around and putting out fires because no one is following the same process.
- Promote Continuous Improvement | The best way to integrate CRM into your business is by taking a comprehensive approach that promotes user adoption and best practices. Loading the software and training your staff isn’t enough. Driving users to continually improve will help avoid the potential for them to revert back to past practices.
- Follow the Right Sequence | Like any other process, the steps for implementing CRM into your business must be in the right order. The proper sequencing of business strategy alignment, process standardization, requirements definition and tool selection is a key factor in determining success.
- Define Metrics Early | Without an accurate compass, projects can drift, so it’s vital that metrics like resolution efficiency, close ratios, and campaign ROI are defined as quickly as possible. Metrics provide the necessary feedback to drive improvement.
- Take What You Can Carry | It’s easy for well-intentioned projects to go awry by trying to take on too much or focusing too narrowly. It’s important to find the balance and only take what your team can carry. Use of proven Project Management techniques for effective scope, stakeholder, and resource management will increase the odds of success.
Want to know more about making CRM work for your business? Let’s talk. Contact us today.