CRM system implementation
Often, the implementation of a CRM system does not meet expectations. There are many reasons for this. Most often they are associated with errors at the implementation stages, inaccuracies in defining goals and describing business processes.
Benefits of implementing CRM in a company
CRM is a service designed to manage a company’s interactions with current and potential customers. Thanks to the intuitive interface, you can organize your business contacts and use them more effectively in the sales process.
The system stores information about these contacts in a centralized database. This database is constantly updated, storing the history of the company’s interactions with customers. These are phone calls, and emails, and personal meetings, and incoming payments from each client.
In addition to managing contacts, CRM helps to manage specific business processes and teams, to monitor the achievement of goals. Workflows are automated and integrated with core business channels such as a website.
CRM implementation stages
Regardless of the purpose of CRM, it must be implemented in stages, taking into account the needs of users, functionality and necessary settings.
- Find out the needs of the users
This information will help you determine which functions should be automated and assess the readiness to use the new tool.
Ask questions like this:
- Have you ever used CRM?
- What tasks would you like to automate?
- What tools do you currently use to solve work tasks?
- Feedback will help you better plan the implementation of CRM, as well as decide whether you need integration with the programs, services, platforms you use.
- Determine what goals you need to achieve using CRM
At this stage, strategic goals are determined and action plans are written for them.
Define tactical goals to achieve your strategic goal. For example, you want to increase your revenue by 25% by selling to large manufacturing companies. Your tactical goal is to build a targeted list of current leads and those you intend to target in the coming months. This will help you understand how CRM will help you achieve your tactical goals.
- Collect data for transfer to CRM
Exporting data from other systems will not be a problem. But it is quite possible that some contacts will need to be entered manually.
- Define CRM settings
To do this, consider the needs of the team that plans to use the system. Define admin settings, custom permissions, dropdowns, role options, reports, etc.
But before that, understand how the sales process is carried out for each product or service in your company – from the initial contact with a potential customer to closing the deal.
- Consider the integration of third-party services
Integration improves the efficiency of CRM, allowing managers to work without barriers and the need to navigate to other tabs.
Usually the question arises about integration with e-mail, social networks, and chats.
- Test the settings
In the final step, learn how all the individual components of the system work together. Be sure to evaluate all customer touchpoints that are related to CRM.
CRM is generally easy to set up and maintain, regardless of experience. If you have a complex request and need help integrating, pay attention to the type of support a CRM developer offers.