11 STEPS TO PLAN CRM
Posted by: BALA on  27th November 2017
11 STEPS TO PLAN CRM
Eleven recommendations for planning a customer relationship management strategy that creates early success and achieves outstanding long term value
1. BUILD A PROJECT TEAM
A recommended CRM project team will include an executive sponsor, project manager, CRM administrator & key users.
2. DEFINE YOUR CRM VISION
Set high level goals for your strategy. Examples may includes better reporting, shorter sales cycles, converting more marketing leads & improved customer retention
3. PRIORITISE YOUR CRM GOALS
Plan your CRM implementation with a phased approach that focuses on quick wins
4. DEFINE YOUR PROCESSES
Review your processes to access how they’ll be managed by a CRM application
5. CONSIDER REPORTING OUTPUT
Confirm the critical metrics that you want your CRM system to measure. Think about the type of reports, charts and dashboards you’ll need to track progress
6. CRM FIELDS AND DATA
Confirm what data you need to track on each CRM record including contacts, sales opportunities, support cases, campaigns, leads & any other relationship & process that need to be managed
7. PREPARE DATA
What data needs to be imported to your new CRM system? How clean is it? If you’re importing history how far do you want to go back? What type of records will be imported in addition to contacts & companies?
8. INTEGRATING CRM
Which applications will your CRM application need to integrate with? What level of integration is needed with other data sources? This may include read-only access, 1-way or 2-way sync, order processing & website integration
9. USER ACCESS & SECURITY
How will CRM data be should among teams? Consider what level of access each user role should have. Do any permission need to be withheld e.g. export to excel or access all records?
10. IDENTIFY THE RISKS
Every CRM project has risks involving technology, users and processes. Assess the biggest risks to your project and take steps to mitigate these threats
11. CREATE A USER ADOPTION STRATEGY
Poor user adoption is the No.1 cause of CRM pain. Consult key users for ideas at an early stage and stimulate interest. Secure visible CRM commitment from board level. Nominate a CRM go to person in each department and give users the benefit of more than just a generic training session.
Now that you have 11 steps to progress your Customer Relationship Management project, contact react to discuss & implement your strategy with advice from our CRM experts.
Get started today.