Considerations when starting a CRM project...

When you are at the point of deciding which CRM system is best suited to your business needs, here are just a few of the questions you should be asking:

• What is the main objective we are trying to achieve?
• Who will be accessing the CRM system? (sales, marketing, finance, customer service, operations)
• Where are they based, or how will they need to access it? (ie. from home, the office or on the road).
• What is the relationship between us and our clients, b2b or b2c?
• What are the main functions you need it to be able to do? (mail and email marketing, sales management, email, link to financial systems, process management)
• Does it need to link to any other back office systems? If so what?
• How many users will need to access it now, how many in 1, 2, 3 years time? (is it a scalable product).
• How much legacy contact information do you have, where is it and what format?

How can CRM software help my organisation?

CRM software by itself cannot help improve your business performance. CRM is a business strategy focused on acquiring, developing and retaining the right customers. There is nothing 'new' or 'special' about CRM. It is simply the current term for doing business well or practising 'good business processes'.

If you are considering implementing a CRM solution, what will help your business is being clear about your objectives, ensuring you have engaged with and have input from your team, choosing the right CRM software to meet your requirements and budget and then choosing an experienced trainer who has your projects success at heart.

What are the benefits of CRM?

If CRM is implemented well, the business benefits include:

• Reduction in 'lost' sales leads
• Shared information means informed staff
• Improved prospect and customer relationships
• Increased profitability
• Shorter sales cycles
• Better customer service and improved response times
• Improved customer loyalty and retention
• Improved efficiency between departments
• Better targeted marketing
• Lower marketing costs
• More effective use of time
• Better office productivity

What is CRM?

In short, CRM stands for Customer Realtionship Management.

Gartner describes CRM as,

"A business strategy whose outcomes optimise profitability, revenue and customer staisfaction...
CRM technologies should enable greater customer insight, increased customer access, more effective customer interactions, and integration throughout all customer channels and back office enterprise functions".

My description would be,

"Customer relationship management means, better, more effective communications with your customers which equals better service and therefore more repeat business. To help you do this CRM software enables you to manage all customer interactions against a single customer record that is shared throughout your business."