Getting the most out of your CRM implementation

Key areas to focus on when implementing or improving a CRM system.

  • What CRM-related problem are you trying to solve? Focus on these rather than all available features
  • How will you incent employees to use the CRM system, you need to answer the ‘What’s in it for me?’ question
  • Who will sponsor and continue to back and promote the project?
  • Is the application easy to use? especially compared to what is currently being used?
  • Is there an adequate training and refresher program in place?
  • How will you ensure that the data will be kept current?
  • What other systems and tools can be integrated with to make it more useful? Email and calendar tools, ERP/accounting, human resources, social media, management information, etc
  • Is the CRM application accessible via a mobile device?
  • Think about how would you analyse the data in the application using Analytics tools to improve customer satisfaction, pipeline conversion, customer engagement, etc

Zaheer Ismail

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