A successful CRM adoption looks different within each organisation. Just as the drivers for implementing CRM vary, so does the definition of success. In a recent article I looked at the value that a CRM partner can bring in helping achieve a successful CRM adoption. You may want to go it alone, so here are our recommendations on a successful CRM adoption outcome for your organisation. There may be others, so why not get in touch and let me know your thoughts.
Two key drivers for a successful CRM adoption
1. Don’t forget the customer
The right philosophy for long-term success is seeing the value of treating your customers as your biggest asset. The right CRM solution can embed that philosophy at every stage of the prospect-to customer journey.
2. Focus on retention
Customer Acquisition is Nice, but Retention is key to ROI hits the nail on the head. I previously looked at the concept of Customer Lifetime value. Sales teams love to get big new customers, but everyone knows that deepening the relationship with existing ones is more profitable. With a long-term-vision approach to CRM, businesses can use it to automate record and analyse every interaction with customers throughout the sales life cycle to identify what marketing activities engaged them most on the journey.
3. Go with bite sized chucks
When implementing CRM, there is a tendency try and implement everything in one go. In our experience successful CRM adoption then to be as a result of bite sized chucks. What this refers to is implementing one department at a time. May start with marketing to ensure your data quality is good. All the solution to bed in for a period prior to proceeding to another department, for example sales.
With the right CRM solution finance and customer service interactions are also integrated so the learning never stops. Every engagement your business has with a customer is an opportunity to learn more about how to keep them happy. Having all that information in one place and available to everyone means it’s much easier to do so.
The benefits CRM can bring.
The benefits that a CRM system can bring to an organisation are multiple. These can range from a better sales pipeline, better data quality or a better customer lifecycle management. Different types of organisations will also have individual drivers. Charities may benefit from improved governance. Small and medium sized business may focus on visibility and reporting.
This visibility is fundamental to managing sales performance and control of the sales process for example. This visibility enables management to understand why, when, who and how opportunities are being won, stalled, or being lost. If it cannot be monitored, it cannot be managed. The visibility offered within the CRM system also allows management to make educated business decisions based on hard data. A CRM system will enable structured data to be used to access performance. This assessment should indicate which sales person is out performing others.
ProAptivity can help with a Successful CRM adoption
ProAptivity are an independent CRM solutions provider. We focus on the implementation, training, and support of highly customised CRM software solutions. Our CRM software supported by our sales training provide customers with the tools needed to deliver successful sales process management.
Fundamentally, we help organisations embed CRM best practice throughout their organisation. This helps organisations become more competitive, customer focused and ultimately more profitable.
If you need help in understanding why my business needs CRM, maybe some of our eBooks could help! Alternatively visit Maximizer CRM for more information. Contact us today in Belfast on 028 9099 6388 or at our Bedford office on 01234 214004. Alternatively email us on info@proaptivity.com. Contact us today for a free CRM consultation that will assess if your business is CRM ready.
