Thursday, November 23, 2017
Friday, 03 November 2017 00:00

How to Get Started with CRM

How to Get Started with CRM

CRM is an incredibly powerful solution for many organizations. It has been around for decades and during that time it has grown and branched out to support many different areas of business like field service and social listening. Once the decision has been made to integrate a CRM solution into your business, what's the next step? How do you get started?

At DPT, the answer is simple. We walk every client through a thorough process to determine their unique needs and goals and assess what resources they can devote to this project.

Define Your Success in Business Terms | Choosing to implement CRM is a big decision for many companies. There can be a lot of pressure to justify the cost and labor involved, especially for project leaders. To mitigate this, DPT meets with key stakeholders and listens to what they want CRM to accomplish in business terms, not software functionality. We also note their concerns, pain points, and any issues that may need to be addressed down the road.

Get the Lay of the Land | Whether it's analytics, marketing automation, or tracking different touch-points with clients--every business has a unique set of needs that they want CRM to address. Key stakeholder interviews give us a clearer picture of what our clients want and this step helps us determine how we can provide it for them. We analyze time constraints, cost, skills, people, and other available resources.

Plan For Change | Switching to a new CRM is a process and there are always staff members who resist the change. It's important to have a realistic plan in place so your team can know how to better manage the transition. We'll help you find the right balance between the "carrot and the stick" for your organization.

Deal with Your Dirty Data | Your organization has a lot of data and the fact is not all of it is clean. During this phase, DPT determines what it will take to integrate or transfer your data to useful information in CRM. This includes evaluating data quality, building a security plan to ensure your information stays secure, and determining how long the migration will take.

Draw a Roadmap | It’s common for companies to have a laundry list of things they’d like to use CRM for, but it’s impossible to attempt everything all at once. Instead, DPT will work with your team to identify which items are the most urgent and which can wait until later. Then, we'll build a step-by-step plan to introduce these changes gradually. This will help ensure that users become comfortable with and accustomed to the new system at a reasonable pace.

Take the Next Step | After all of the evaluating and planning listed above, DPT will put together recommendations on what to tackle first. Think of this as a summary of the steps above. Your team will be presented with the roadmap, cost, and timeline for the highest value functionality. If your organization chooses to move forward with the project, then you're well on your way to implementing CRM!

Begin your journey towards CRM implementation today! Contact us to set up a no strings attached consultation. You can also follow us on LinkedIn and Twitter to keep up with all things CRM.

Published in News
Tuesday, 12 September 2017 00:00

5 Tips to Make CRM Work For You

5 Tips to Make CRM Work For You

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:

  1. 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.
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  3. 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.
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  5. 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.
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  7. 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.
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  9. 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.
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Want to know more about making CRM work for your business? Let’s talk. Contact us today.

Published in News