Adopting CRM

What should you consider to adopt and when?

Regardless of your business being small or big, simple or complex, you still have customers and business goals. CRM is a system, not an IT system; it is a way to help you to achieve your business goals through systematic nurturing of relationships with your customers. This is truly the reason for adopting CRM. You may not want to adopt everything what CRM concept and industry offer, but you can pick the things that would help you to solve your biggest problems and promise the biggest benefits.

  • Contact management. Essentially, in all situations you need to start with contact management. Core customer information within reach is a must for effective business.

  • Sales. Are you doing business with colleagues, closing more deals or selling more products? Do you have more customers? CRM offers opportunity management, sales activity management, sales process management and pipeline tracking.

  • Reporting. Basic reporting should include consolidated view on the past and expected sales, pipeline, activities, and won-lost- idle-abandoned opportunities.

  • Analytics. Are you selling many products, high volumes, in many territories and having many sales reps? You will need to put in place more in-depth analytics to understand the cause and effect relation in your business.

  • Marketing. Are you carrying out marketing campaigns, sending mass emails and publications? As a minimum, you might consider keeping track who, when and why was targeted by your marketing and what was the outcome.

  • Support. Are your customers returning to you after the purchase and do you want to keep contact with them after it? Then, you already have support; either user support, technical support or any other kind of support. There are many dedicated systems optimized for specific support types and tasks that are optimized to individual industries. Your CRM strategy should also embrace these support areas. To give the means to top customer experience, smooth process flows and ultimate efficiency for customers and for you, your systems should be integrated and share customer information.

  • Self-care. Are you serving to hosts of customers with standardized tasks? You should consider empowering your customers to serve themselves and consume your services and support without active participation of your personal. It will benefit you and your customers.