8 principles of building an effective CRM-system
Customer Relationship Management is essentially a system of managing a multitude of personalized micro interactions with customers at every stage of their interaction with your organization. But for success in building a good customer relationship management strategy we recommend using the following 8 principles.
-
Start with a vision
Your choice of CRM depends on your specific needs, vision, and goals. Even before you consider different solutions, determine exactly what you want to get out of a CRM system. What are your current business processes? Who will use CRM and for what purposes? How do you think the CRM solution will affect your customers? Defining your needs and expectations in the beginning will require a lot of brainstorming, but it will be worth it when you choose the CRM that works best for you. -
Prepare for growth
When developing a CRM strategy, make sure it allows for flexibility to respond to changes in your business and market that are sure to happen. Choose a CRM designed to adapt to change, offering configuration flexibility rather than custom add-ons and enhancements. You want software that meets your current needs and can scale to meet future needs as your business grows -
Ask for user feedback
It just makes sense to think about the end users of your CRM - the people who will use the system every day. If you consult with them at the beginning and keep them informed at every step of the implementation process, you're more likely to achieve unanimous support and acceptance of the system. You won't be able to fulfill everyone's desires, but knowing what they would like from CRM will allow you to meet key business needs. -
Focus on alignment
CRM is not the only business process, and it shouldn't stand alone. The standard now is to integrate CRM with other technologies and performance platforms such as email, marketing and ERP (enterprise resource planning). To maximize the value of your CRM and optimize processes across the company, think about how CRM will align and integrate with other important business systems. -
Consider your users
Underutilizing CRM is a waste of money and resources. Remind yourself of your goals, and you'll find that user support and approval is very important. A good CRM solution will make your employees' lives much easier and more productive, and provide management with the data and analysis they need to make decisions. Your end users don't have to consult with IT every time they use the system. Choose a solution that is intuitive and easy to navigate. Mobility is also a must for today's businesses. Mobile capabilities and real-time updates will allow executives, salespeople, service providers, etc. to stay connected even when they're not in the office -
Keep it simple
Easy access and an intuitive user interface are key to the widespread adoption of CRM software. Avoid solutions with inconsistent nomenclature and sparse instructions on how to navigate accounts and customer data. As for fields, less is better than more - only the most important data about each contact or opportunity, with the ability to add more details if needed. -
Use a "step-by-step" approach
Morale can be boosted with quick wins. Avoid over-ambition by implementing CRM features that confuse or intimidate users. Instead, give team members a chance to familiarize themselves with basic CRM operations before adding new levels of complexity. A step-by-step CRM launch will provide high value in a short period of time and help you get a higher return on investment. -
Measure your success
You can't recognize success if you don't measure it. Your CRM project plan should include creating metrics for each of the business areas that will be impacted by the solution. Regular tracking and reporting on the metrics will allow you to make sure your new software is achieving its intended results.
The Bonus Principle
The key to a successful CRM implementation is getting expert support. Ease the pressure of implementation by letting our team of technologists, business analysts, and project management experts accompany you every step of the way.
TechnoInnovation's team of consultants is ready to help you! Contact us at.
