Thursday, November 23, 2017
Emily Richter

Emily Richter

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.

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.

One Size Fits All: Standardize Your Business Process to Grow the Top Line

What’s your workstyle? Organized or free-form? Big-picture or detail-oriented? No matter which you identify with, chances are your colleagues would choose differently. Diversity can benefit your business, but your business development team’s different styles may not always mesh well. If each person has a different timeline and process for getting the same set of tasks done, it can lead to a lot of confusion and miscommunication.

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.

Can you imagine throwing technology into the mix? No matter how good the software is, it can’t solve these types of problems on its own. So what can?

A standardized business process and change management approach.

Imagine what it would look like in your company. Communication would be clear between departments. There would be clearly defined stages in the sales pipeline so everyone could see exactly what had been done and what still needed attention.

How do you make that a reality for your business?

Opening up communication between departments is the first step. Determining what your process needs to achieve and how success--and failure--can be defined will give your business a framework to start improving. It’s also important to step back and assess how your team drives business end-to-end and weave that into your process design.

How does your business generate demand for its services? How does Sales and Marketing nurture and manage leads? How do they manage the sales pipeline? All of these questions are essential to developing a process that incorporates all relevant departments and serves your business’ goals.

For example, your business may be struggling with bringing in qualified leads for your Sales team. It’s obvious that the end goal is converting leads into sales, but that’s never going to work smoothly if your Sales and Marketing teams don’t define success the same way.

Marketing may think they’re successful because they’re bringing in several leads a week. In contrast, Sales may look at those leads and say marketing didn’t bring them anything worth pursuing. Ensuring Marketing and Sales can agree upon a definition for success is the key.

If Marketing can better direct their efforts, then they’ll generate an increased number of qualified leads. More qualified leads drive sales and increases conversion rates. It also increases efficiency because your team is only concerned with vetted leads.

Accommodating your team’s different work styles while creating a standardized process for your business is an absolutely necessity if you want to grow your top line revenue. If you want to see how streamlining your process can increase the number of quality leads, contact us today.

You can also follow us on LinkedIn or Twitter so the next installment of this blog series, What Does That Do Again? Implementing Technology to Support Business Processes, will come straight to your feed.

Grow Your Business While Avoiding Technology Takeover

Whether you’re doing a complete overhaul or minor tweaks, improving your business performance is rarely a simple task. You have to consider how people, process, budget, strategy, and technology fit together. In this day and age there are a lot of software options that can perform the tasks you need completed, but the approach you take to find the solution that truly fits with your business and unique process is critical. It’s easy to let technology define your business strategy and performance, but don’t let it take over!

At DPT, we believe that people and process should always come first in improving performance. Technology selection and implementation should follow. That sounds simple, but how do you get started?

Our five part series, Grow Your Business While Avoiding Technology Takeover, will walk you through the common pitfalls businesses experience while implementing technology and driving business performance. We’ll also provide strategies to avoid them. It’s obvious that technology will always be a part of your business, and we’ll help you find an ideal way to integrate it.

 

One Size Fits All: Standardize Your Business Process to Grow the Top Line

 

If you’re ready to grow your business and improve performance while avoiding tech takeover, contact us. We’re always happy to have a conversation.