A successful CRM implementation is built on four important building blocks: employees, strategy, process and technology. To ensure a successful CRM implementation make sure you focus on all 4 building blocks or else you won’t see the outcomes you want to achieve.
Employees Employees are one of the most important building blocks of a successful CRM implementation. To avoid failure, the employees must be committed, enthusiastic and well-trained
Many CRM implementations fail because a business fails to give staff the attention they need when implementing a CRM system, this is because the employees to lose interest in the CRM, and they want to avoid using it.
Training is one of the most important parts of the CRM implementation process, this will ensure the employees can get the most out of the CRM System.
It is also important to ensure all levels of the workforce buy into the CRM system and make use of it if the sales manager doesn’t use the system his sales team will most probably not want to use it either.
Strategy A successful business needs a carefully developed strategy to guide them.
Steps in forming a successful strategy: 1. The business need to determine its strengths and weaknesses. They also need to see what they are doing right and where they need to improve.
2. The business needs to set goals that will further their strategic goals. Goals need to be concrete, clear and specific, remember to set SMART goals (Specific, Measurable, Attainable, Relevant, Time-bond)
Process In order for a business to achieve their strategic goals, they need a process. Processes need to be clearly defined, carefully set out and consistently followed.
This could be the most difficult part of the CRM building blocks. Processes need to be monitored daily to ensure success.
Always remember that processes can be changed and if a process is not working, you need to change it.
Technology The fourth and last building block of a successful CRM implementation is the technology.
Technology exists to support the strategy and processes.
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The business needs to ensure that the features of the CRM software support their strategy and process
By considering these four building blocks and giving each of them the appropriate attention, you can design a CRM implementation that will be successful and build your business' bottom line.
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