We’ve already talked here on the Blog about what CRM (Customer Relationship Management) is and we’ve always talked about the Microsoft Platform, but we hadn’t yet detailed anything about CRM Implementation itself.
It’s just worth emphasizing that the CRM tool goes far beyond a platform or software. Therefore, because they do not understand the CRM process, many companies delay its implementation, also abandoning scalable and automated business growth.
To simplify and clarify some doubts on the subject so that your company can lose its fear, we have listed here six steps for implementing CRM that will show that it is worth investing in the benefits provided by this solution. Check out!
Step 1 – Defining CRM implementation objectives
This phase is important for you to identify the company’s needs/problems and the context of CRM implementation, whether to increase customer retention, improve lead qualification and company profitability, or reduce costs.
Here we recommend reading about how to set SMART Goals.
Step 2 – Team engagement in CRM implementation
To start a new business culture based on CRM, it is important to involve the teams and the responsibilities of each member, according to the established objectives.
This step will also help organize and establish access levels to the system.
Invest in internal advertising that promotes everyone’s engagement. Show the details of the project, including the CRM implementation schedule and the benefits that the new feature will bring to all departments of the company.
It is interesting that professionals do not feel threatened by the new technology being implemented, but on the contrary, they feel empowered and motivated to use it to reach goals faster.
Step 3 – Process Mapping for CRM implementation
The next part is to organize the activities by mapping the processes and those involved. You will need to identify those responsible for each department, as well as deadlines (SLA), actions and possible results.
Here you will understand the role of CRM in each process, which can be marketing, sales or even your technical support team.
This step is essential for you to know what to evaluate when choosing the CRM tool that will be implemented.
Step 4 – Choosing the CRM tool
We can say that there are two types of CRM: Online CRM and Local CRM. To choose the best CRM for your company you need to evaluate your process needs and your budget.
Local CRM may have a higher cost as it requires its own physical and software infrastructure, in addition to the need for specialized professionals in the company to keep everything running safely. The advantage is that you have greater control, but incidents such as power outages, for example, can cause major disruptions.
The implementation of CRM Online / CRM in the Cloud / CRM Cloud is seen as something practical, as it does not need to be installed on a computer and it is not necessary to have an IT team for maintenance. Despite being completely dependent on a good internet connection, the CRM can be programmed to synchronize data offline and you won’t waste time or information.
Step 5 – Training and data input
The focus of this step is to train professionals and raise their level of awareness about CRM. It is important to facilitate and automate work in less time.
Reinforce at this stage what the responsibilities of those involved are and how customer relationship management depends on their contribution.
This process can take some time, as some professionals may have more difficulties than others. However, online solutions tend to be very intuitive and training does not take long.
Step 6 – Maintenance
When you implement CRM, it is important to have support and maintenance of the tool so that it follows and adapts to the processes, which may undergo adjustments after analyzing the results with a focus on the objectives.
Have you ever participated in any CRM implementation? Tell us in the comments how it went and see you next time!
