An alarming number of customer relationship management (CRM) deployments fail; as many as 50%. On the other hand, successful deployments have led to double-digit percentage growth in revenue due to improved productivity and customer satisfaction. Modern CRM isn’t just another software system, it’s a way to strengthen connections with customers at every touch point and provide an experience that leads to even better business outcomes.
As noted in the eBook, 10 Days to CRM Success, preparation is one key to a successful CRM deployment. Securing executive support, discussing existing business processes and understanding potential outcomes are part of the process. Download the eBook for step-by-step guidance you can use to avoid common pitfalls and achieve CRM success, including how to:
- Create a plan: Every project needs a plan. Define goals that are S.M.A.R.T.: Specific, Measurable, Achievable, Results-focused and Time-bound. When progress can be measured, goals can be achieved.
- Gather a team: In addition to executive support, gather experts from other parts of the business to provide information and support during deployment. Getting buy-in from the very start will improve user adoption, necessary for success.
- Analyze current business processes: With your team, discuss what systems are in place today and the types of data you collect or need to collect. Discuss the hurdles for internal users, as well as friction experienced by customers.
- Discuss CRM goals: Consider the features and functions you must have in a CRM solution and the internal processes the solution should support. CRM should work the way you work. You shouldn’t have to change business processes to fit the technology. Finally consider and document the business outcomes you want your CRM solution help drive.
- Encourage user adoption: CRM will fail if users aren’t using it properly or at all. Show users how CRM will benefit your business and improve customer satisfaction. Encourage feedback. Communication will lead to further improvements, either internally or with customer relationships.
- Test and improve: CRM can help improve marketing, advertising and customer services over time. Customer demands and the marketplace will change and CRM should enable businesses to adapt through these changes.
Armed with a strategy and the support of an experienced software provider, businesses can avoid CRM deployment failure.
Download the eBook and contact Tribridge for guidance with planning and executing a successful CRM implementation.
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