The first step on selecting a CRM solution starts within the business. It relates to understanding why my business needs CRM and how it can help the business gain competitive advantage.
I have broken the process of choosing a CRM solution into two stages. This week’s blog will consider this first step. The following blog will review the second stage on ‘defining CRM requirements’
STAGE ONE: Why my business needs CRM, an internal review
Step 1. Look at Your Own Business
At the start of the selection for a CRM application, business leaders should embark on a thorough mapping of business processes. How do these processes work, how they are interdependent and how iterating them can improve the business performance?
Filling in the process map will reveal processes that are working. These processes may not need to be changed. Just as you want your broken processes to be fixed by CRM, you don’t want to alter things in your organization that work.
For that reason, your CRM solution should map to the strengths and weaknesses of your organization. It should not demand that you alter your processes to suit it.
At the end of the mapping process, you should have a list of processes and activities you need to improve. This should be your guide to developing a list of must-have features.
Step 2. Pick the Right People for the Team
The team to agree CRM requirements should cover key areas within the organisation. These roles typically include management, IT, and representatives of frontline users. Understanding how the frontline users work, their personal pain points and desired improvements is vital in getting the right fit.
One of the best ways to do this is to develop a panel of front-line users to provide input during the selection process. Not only can this help ensure that you have a better understanding of what the users think is important, but you have advocates that can help accelerate user adoption.
Step 3. Understand your Regulatory Realities
It is important to understand the information system linkages that aid both GDPR and industry compliance, e.g. charities. Each regulatory body mandates specific ways in which data can be handled.
Step 4. Consider your Budget and Where to Run Your CRM
Budgetary concerns will play a major role in which solution you select. The good news is that CRM solutions can be deployed at a fraction of the cost of 10 years ago.
Cloud-based SaaS software costs are broken into a per-month subscription-style fee. In this delivery model, CRM is usually treated as an operational expenditure.
On-premise CRM software is still available but requires users to own and maintain the technology infrastructure. There is an initial cost for the software, plus an annual maintenance fee. There is usually a cost associated with integration as well.
Understanding why my business needs CRM should be covered by these four steps outline:
- A list of processes and activities you need to improve
- A CRM decision-making team, which includes CRM users
- An understanding of the regulatory constraints you must operate under
- An idea of budget and which delivery model you plan to use
These four steps will give you the tools and framework to make a CRM selection that addresses your problems while creating as few new ones as possible.
ProAptivity are an independent CRM solution provider. We focus on the implementation, training, and support of highly customised CRM software solutions. Our CRM software provides the customers with the tools needed to grow bigger, faster and with more ease
Contact us today on 028 9099 6388 or via firstname.lastname@example.org. We can help you assess if your business is CRM ready.