Running a CRM solutions business, just like running any business, is challenging. This challenge is multiplied by the general perception that CRM is simply ‘software’. In our 30 years of experience, we can say with confidence the successful CRM implementations are not directly correlated to software, but rather to how well the ‘software’ is designed to support business processes and user roles. Our recent post on the benefit a CRM partner brings, outlines some of the many benefits.
Many organizations implement a new CRM (Customer Relationship Management) system hoping to make dramatic improvements in sales as well as to improve the customer experience. While a new CRM system can certainly help, many companies find that the software alone isn’t sufficient to meet these goals
Successful CRM implementation – what the research say
Unfortunately, many CRM initiatives fail to reach their goals. Research on the effectiveness of CRM software found that the failure of CRM project was related
- 1. Application functionality (only 30%), while the majority stated that it related to
- 2. the onboarding of the company’s employees.
The onboarding process relates to how the ‘software’ fully supports or reflects the organisations internal processes, the strategy for executing the implementation and knowledge transfer and training process..
Successful CRM implementation –Software is not enough
Even with a successful CRM implementation, many companies find that their goals are still not achieved. Employees may know how to use the software and have additional information at their fingertips, but what if the sales team doesn’t have the skills needed to close sales? Will new software help them sell better? Will customer service reps have the skills to provide service? Not as a result of purchasing new software.
Successful CRM Implementation = software + skills
According to other research, what is required to improve sales, service, and the customer’s experience is, “…a balance of human and systems support…” To maximize your significant investment in a CRM implementation, you need to pair the functionality of the system with improved customer service and sales skills.
As part of your planning process, develop a training schedule to launch following software implementation. In addition to training your direct sales staff, invest in telesales training and customer service training so that all your customer-facing representatives are equipped with the right skills to maximize the new, robust information they’ll have at their fingertips.
Imagine what your employees could do with top of the line software AND best-in-class training. Implementing one without the other, and meeting your original purchase objectives becomes difficult.
Successful CRM Implementation – How CRM benefits your organisation
A CRM system benefits an organisation through the visibility of its activities. This visibility is fundamental to managing sales performance and control of the sales process. 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 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.
IIf you need help in understanding why my business needs CRM, maybe some of our video’s or eBooks could help! Alternatively visit Maximizer CRM for more information. You can contact us today on 0330 223 6362 or via email at firstname.lastname@example.org. Contact us today for a free CRM consultation that will assess if your business is CRM ready.