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Are You Planning on Implementing CRM Within Your Company?

implementing crmReliable, repeat customers are the foundations for sustainable success, as their sales allow firms to plan for the future. That’s why successful firms work hard to keep high value customers satisfied. They know that a few regular customers are worth their weight in gold, and you should too.

Thankfully, there are tools available that can help any company optimise their customer relations. Chief among these tools is Customer Relationship Management software (CRM). Here are some things to think about if you are considering implementing CRM into your day-to-day operations.

Create a Process Map to When Implementing CRM

Before you start tinkering with CRM, it helps to carry out a full process-mapping audit across your enterprise. This entails visualising how resources flow across the business, and how staff communicate with clients. With the information produced by a process-mapping audit, you will be in the position to start introducing new CRM strategies (and selling them to staff and other stakeholders). At Flowbird, we are process-mapping experts, so don’t be afraid to bring in outside assistance at this early stage.

With the information produced by a process-mapping audit, you will be in the position to start introducing new CRM strategies (and selling them to staff and other stakeholders). At Flowbird, we are process-mapping experts, so don’t be afraid to bring in outside assistance at this early stage.

At Flowbird, we are process-mapping experts, so don’t be afraid to bring in outside assistance at this early stage.

Find the Right CRM Package For Your Needs

This is crucial. When you introduce a CRM system into your business, you will be making radical changes to the way staff work and the IT infrastructure that you use. This means that you need to be completely comfortable with the software you are buying and the way that it is configured.

Try to find a CRM provider that knows your specific product area and has a track record of working with firms of your size. For small and medium sized manufacturers, the personal touch of working directly with SME experts can ensure an effective implementation. In the case of CRM, one-size fits all certainly doesn’t apply. You need a bespoke design that works for you, your staff and your customers, so choose wisely.

In the case of CRM, one-size fits all certainly doesn’t apply. You need a bespoke design that works for you, your staff and your customers, so choose wisely.

Create a Value Analysis Plan to Gauge CRM Success

When you introduce CRM, you need to have a definition of what constitutes “success” in mind. We know that CRM has many advantages. It keeps customers happy, draws new customers into your orbit, streamlines production and empowers staff. But you need concrete metrics to assess whether your CRM strategy is paying off.

We know that CRM has many advantages. It keeps customers happy, draws new customers into your orbit, streamlines production and empowers staff. But you need concrete metrics to assess whether your CRM strategy is paying off.

Are customer complaints dipping, and are they being resolved? Have repeat orders increased, and how much has this benefited the business? Questions like these lead to valuable information that can be fed back into your processes in a positive feedback loop.

Questions like these lead to valuable information that can be fed back into your processes in a positive feedback loop.

Can You Ensure Staff and Management Buy-In?

Can you be sure that your bosses or employees understand what you are trying to achieve? Don’t take anything for granted.

Firms need to prepare for any enterprise-wide changes like CRM implementations, and such changes will always bed-in more quickly and deeply if staff have been convinced that they are vital. If you are considering a CRM implementation, take time to talk to every stakeholder about their roles.

Implementing CRM can be a huge boost for small and medium sized firms, and it is a crucial component of a slick inbound marketing strategy. At Flowbird, we can advise about how to introduce CRM, so that both you and your customers can benefit.

October 2017

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2017-09-15T11:23:03+00:00

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