Squeezing the Most Value from Your CRM Consulting Team
Your CRM consulting team wants you to get exceptional results from your CRM implementation. The dream project is where everyone in the company is eager to start using the solution
and business booms as a result of the CRM implementation.
This ideal scenario can only happen if the client is as engaged (if not more engaged) than the CRM Consulting Team. A good external CRM Consulting Team will bring together a blend of skills – a technologist, a project manager, a business analyst, and often an industry expert. Sometimes these skills are all wrapped into one person.
The client needs to line things up internally so as to maximize the value received from the CRM Consulting team. The 5 most valuable areas to concentrate on are:
- Identify your business pain points. What are the specific problems that CRM will solve for your company? Gather insight from multiple people. Having clear objectives will help create the business case and also help identify key success factors for your CRM application.
- Document your current processes. To make the most of your consultant’s time get your processes documented; these include roles, tasks, checklists, responsibilities, hand-offs, approvals, decision points, deviations etc. This exercise will not only help architect an application that meets all of your business requirements, but it also helps you identify any process gaps and improvement opportunities before your consulting partner is engaged.
- Get employees engaged and excited. It is vital to have all your key internal stakeholders identified and engaged before your CRM project begins. These stakeholders include, subject matter experts (SMEs), project sponsor, project champion, super-user candidates etc. If you’d like to go a step further, you could also provide your consultant with a hierarchical organization chart of all the potential CRM users.
- Understand your technology tools and touchpoints. Every business functions on a multitude of tools that are used to capture data. The most common tools are Excel, Access, shared drives etc. By taking stock of all the current tools and what they are used for, you will have a clearer picture of where you need to create integrations and what tools can be retired/replaced.
- Clean up your data. Data is the life blood of your business. Keeping data clean is vital for your reports and actions and helps you make informed business decisions. Starting to clean up your data before you migrate it to a CRM application will help you derive return on investment from day 1.
These five simple steps will give you clear visibility of your business and good grip of your data but most importantly, it’ll help you achieve a successful CRM implementation keeping it on time, in budget and effective.
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