Many people think that implementing a CRM system is just buying CRM software. This idea is completely wrong. Buying CRM software is just one step of implementing a CRM system in your company. Implementing CRM system is a very costly and complicated process. No matter how good and effective the CRM software is. Without a good implementation plan you are not going to end up with a useful tool but with a very expensive mistake. You also need to take your time before selecting the right CRM solution for you and your company. Selecting the wrong CRM software means that your project will fail regardless of how much money and effort you put into it.
CRM implementation steps:
1. Vendor contracting CRM software licensing.
These two processes are very vital to setting the expectations to what is going to happen during the implementation process. What kind of CRM system will be implemented and what is the cost. Not having a clear contract will result in cost increases and missed timelines.
2. Project Planning.
Good planning is the secret to any CRM implementation success. Good planning starts with choosing the staff that will be in charge of monitoring and execute the implementation plan and the plan must include:
A. Calendar: keeps track of the project progress and the completion dates of the major phases of project.
B. Work plan: shows what is the overall timeline and what is the cost should be.
C. Budget Spreadsheet: shows a list of all the costs per month during Implementation.
D. Task List: Shows a list of tasks for the staff to complete.
3. Software development.
Some CRM software just required basic setup to be fully operational but some other software require major customization .This depends on your company requirements and your view of how you expect the CRM software to fit into your company. During the software development you have to consider:
A. Getting Involved: You should review the features of the CRM software in development.
B. Track progress: Ask the CRM software provider what the features that they worked on are and what did they accomplish.
C. Clarify change requests and Bugs. Identify any issues that appear to be bugs and ask the CRM software provider to fix it.
4. Data Migration.
If your company has information in an older system and you need to move them to the new CRM software system. You have to include that in the project contract because some Data requires professional work so it can fit in the new system. During Data migration you have to consider:
A. Data Gathering: Because most the companies have their data scattered everywhere. You have to locate the data that you want to migrate to the new system.
B. Identify available migration tools: Some CRM software has a data migration tools within the system .you have to see if these tools will be helpful for you or you will require professional help from the CRM software provider.
C. Test the Migration: To make sure that the data arrived to the correct places.
5. Training and support.
This is a very important step. Without training your users on the new system you will end up with a very good tool that nobody uses. So make sure to:
A. Identify your training options early: you have to ask yourself if the users will require training or you will use documentations and videos. Understand the training fees and the quality of the training provided.
B. Plan for gaps: Sometimes training materials are not sufficient and will not cover all the features of the CRM software and live training session may be required.
C. Train the Trainers: Use the knowledge gained from the trainings so some staff can train other staff.
Why most of CRM implementation fails:
Recent statistics show that more than %50.00 of CRM software implementations fails. These are some of the factors that could compromise tour CRM software implementation:
1. Not having clear goals for your new CRM software.
2. Not having a key performance indicator that will show if your CRM implementation was a failure or success.
3. Over customization of the software can compromise the whole implementation process. Try to add very little features as you can before test the new software environment. Adding many features to untested software environment can create loop holes in the system.
4. Not encouraging your employee to use the new system. Having a very good tool that nobody uses is just a waste of money.
5. Insufficient training means that nobody of your staff will get the benefits of the new system.
6. Failure to utilize the new system within your company’s different departments.
The success of the CRM software implementation really depends on the persons who created and executed the implementation plan. It is always better for you and your company to get professional help in implementing the CRM software in your company. This professional help can be from the CRM software provider since they have more experience in that field. Most the CRM software providers have special departments that perform the task of the CRM software implementation. I spoke with Tom Stefano the head of the CRM software implementation department in Salesboom and he told me that his company offers a complete CRM implementation package to its clients for a very low price. He also told me that his company has a success rate of %80.00 which is very high comparing to the national rate of %50.00 only. Salesboom has a very good track record. They have been in the market for more than a decade and I personally like their CRM software platform. Call them today and get a free estimation of your CRM implementation
The secret of the success of any company is how the owner or the manger can control the data flow inside the company. Don’t make your company the Titanic by using low quality CRM software .Use Salesboom for a safer journey.
Salesboom offers a complete CRM package that will enable you to oversee everything happen inside your company at real time. Use Salesboom to run your business from anywhere that has regular internet connection and using your own PC.
Customer Relationship Management (CRM) describes how any company manages its interaction with the customers. It involves using technology to automate, organize, and synchronize business processes and sales activities, but also those for customer service, marketing, and support. The goal is to increase the company profit by finding, attracting, and wining new clients. Also play an important role in keeping the customers that the company already has very satisfied.
CRM Software is no longer an accessory but a must have for any company regardless of its size .The secret for any successful business is how to control the data flow inside the company. The software provides the solution to record all the company interactions with all its customers which enable the users inside the company to:
1- Recognize the customer and its history with the company instantly by just accessing the data base inside the CRM software.
2-Provide excellent customer service using the CRM software to recognize the customer needs and access any old service tickets that was issued to the customer before.
3-The CRM software can be integrated with the telephone system to record any outgoing or incoming calls with full transcript and comments which can be accessed in the future for legal purposes or customer service purposes.
4- Have a complete data base for all prospective customers that can be used in a successful sales campaign.
5-Have an alert for any scheduled outgoing or incoming calls with complete information about the call.
6-Manage a successful sales campaign by recording notes about each customer and being able to classify each customer and each prospective account according to many different parameters for example : ( Hot lead, Cold Lead), (Large account-Small account)
7-Keep track of the company inventory by recording all the products stored in the warehouse and all the products sold to the customers.
8-The CRM software can be integrated with the barcode scanners in the sales front office and in the warehouse to automatically recognize the products by its special barcode.
9-The CRM software can also issue an alert to the users when the warehouse runs out of any of the merchandise so the employee can order more of any product.
10-CRM software can be used to issue create invoices and receipts and quotes and store a copy of all the financial transactions in the company data base.
11-CRM software also can be used as time sheet by recording all the employees working hours and signing in and out times.
12-Give the company owner or manager the ability to access all the data stored by any employee at anytime.
13-Give the company owner or manager the ability to track the cause of any problem or customer complaint by accessing the data base and review all the data stored by any employee concerning this problem or concerning certain customer and be able to track the cause of the problem.
This is not all the advantage that a company can have by using a CRM software but the list can go on and on .Think about the CRM software as your loyal employee that record anything that happen in your business at real time .
Web-based CRM software is not a new idea but actually is more than a decade old .We can say that the idea of having in-house CRM software is now obsolete. %90.00 of all the companies now regardless of its size uses web-base CRM software. The web-based software or as many call it on-demand CRM software is now provided by many companies through the internet and has many advantage over the in-house CRM software:
1-There is no need for costly equipments to be bought and very low cost comparing to the In-house CRM software.
2-There is no need for software engineers or software department.
3-The service is provided over the internet and can be accessed by a regular computer with internet connection.
4-The data is stored in the provider server which can be accessed from anywhere that have internet connection which enable the user to finish his/her work from home or for example from any coffee shop
5-Most of the Cloud Computing CRM providers provide customization to its software that can meet the demands of any company.
6-More security and privacy since the data is stored in the provider server which is usually in a secure location and protected by the most advanced firewalls.
One of my favorite choices is Salesboom .The company has been in the market for over 10 years and the its software has been built and designed to meet the demand of any company regardless to its size .You can check the service at www.Salesboom.com .Sign up for free trial and see for yourself how you can start improving your company overall performance.