Rules of the Road for Selecting a CRM System

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Rules of the Road for Selecting a CRM System

How to choose the right customer relationship management (CRM) system for your business


Introduction Understand all the benefits of an

integrated CRM system before

beginning your selection process.

Your choice effects everyone in the

organization.


ObjectivesAfter reading this presentation you should be able to

identify:

How the right CRM Solution can help your organization

streamline operations and increase customer loyalty.

The appropriate steps to take during the planning

process.

How to plan for demos and implement current

technology.

What to look for in regards to platform flexibility.

And more!


CRM is More than a Product, It’s a Philosophy

Implementing a CRM System is taking a dramatic

step forward in customer commitment.

A CRM Philosophy allows you to:

Put the customer first and see every business

transaction through their eyes.

Increase loyalty to your company.

Streamline and improve the way you do

business.


Customers Are Everywhere

The word ‘customer’ includes a wide range

of people including: clients, vendors,

employees, mentors and colleagues.

With a CRM System you can serve all of

the groups who rely on your company for

important and timely information.


CRM is not Contact Management

CRM capabilities go far beyond contact management because

CRM systems provide a complete picture of your customers.

With CRM, your support and service agents can acquire

immediate access to any information they need including:

Past sales history

Credit information

Special pricing and/or terms

Copies of invoices, emails and past proposals, etc.


CRM Solutions are Different for Mid-Sized Companies

You do not have to be a Fortune 500 firm

to afford a great CRM Solution.

There are many options for small and mid-

sized companies that offer out of the box

capabilities and include all of the features

found in common enterprise solutions, but

are designed and priced for smaller scale

users.


Planning Pays1. Define the need for a CRM solution using background

information to justify costs, and outline benefits, savings and

ROI.

2. Define all stakeholders , and have discussions with internal

and external customers to identify project goals.

3. Consider the various types of data that is important for each

group involved.

4. Establish a budget that accounts for: identifying a vendor,

testing solutions, implementation, integration, training and

support.

5. Create a team responsible for the facilitation and completion of

the project.


Prepare for Product Demos1. Document key issues and requirements prior to meeting

with a vendor.

2. Know what platform is required to run the demo.

3. Establish a scoring system to make it easier to track the

benefits and shortcomings of each product you evaluate.

a) Options include: a vendor’s history of innovation;

customer satisfaction, responsiveness, financial

stability, etc.

Make sure your CRM Implementation team attends the demo

and encourage them to share their concerns and

feedback.


Implement Current Technology

Modern CRM Systems are:

Web-Based, so you get 24/7 access from virtually

any location, any time.

Fully integrated with back office systems.

Easily customizable to meet your company’s

evolving needs.

Able to be implemented quickly with minimal

expense.

Intuitive and easy to use with the appropriate level

of training.


CRM is Not Just for Sales

CRM solutions should provide company-wide

benefits. The system you choose should be

deployable throughout your entire organization as

well as provide the following capabilities:

Marketing Campaign Management

Sales Force Automation

Customer Care

Contact Management

Task Management / Scheduling


Speed ROI Through Back-Office Integration

Look for a solution that provides standards based on

integration with your other business management

applications. Insist on:

Integration with your phone , web and back-office accounting

systems.

The ability to deploy different technologies as your needs

change.

Support for web services.

Strong Application Programming Interfaces (API’s) for

integration.


Multi-Channel Access is the Only Way to Go

An effective CRM solution needs to support

customers on their own terms. It should:

Easily deliver information into the hands of

agents who respond to customer inquires over

the internet, phone, fax, e-mail, etc.

Support interactive web chat and all standard

wireless devices.


Look for True Platform Flexibility

Whether you prefer an on-demand

model – or on-site deployment, you

should invest in a CRM vendor with

solutions that provide different

methods of deployment to ensure your

freedom of choice.


Investing Wisely Leads to Value

The best way to determine value is to

measure the features you require against

the features you’re receiving.

If you find a solution that provides what

you’re looking for and can grow with your

business over time – you’re likely making

a wise investment.


Implementation Method is as Important as Product Choice

The best product will only meet your expectations if it

matches your system requirements.

Key steps include:

Identifying your goals and expectations and discussing

them with your vendor.

Garnered support from all employees .

Keeping your staff updated throughout the process, in

order to create a sense of excitement within your

organization.


Training can’t be “On the Job”

Employee buy-in is key to a successful

CRM implementation. Therefore good

training, tailored to the different skill levels

of employees is essential.

All training programs should begin before

rollout to ensure end-users are ready to

use the system upon completion.


Test, or Crash and Burn

A test that involves mock customer data can

be invaluable in determining how well the

system receives and processes information.

Be sure that all back-office integration is

working properly and make a list of typical

operations that end-users will engage in, and

test each and every one.


Focus on CRM GoalsThe goals of your CRM implementation should include:

improved customer satisfaction, shortened sales cycles,

and increased revenue. In order to measure this, you

should:

Ask for customer feedback regarding your new processes.

Communicate with your end-users regularly to get ideas

on how improve the system, create custom reports or link

additional data.

Set up metrics within your system to track its

effectiveness.


The SystemLink AdvantageMake us a part of your team…to ensure that your IT applications & solutions are giving you the best chance for success!

SystemLink builds tailored IT solutions for your business' unique needs…Accounting, Sales, Distribution, Reporting, Manufacturing, and many others. We develop innovative & flexible software & webware…just for your business. We install & support these advanced application solutions, and train your staff on how best to use them…to achieve optimum efficiency, productivity, and cost-savings.

Our approach will dramatically help your business: You will benefit from significantly enhanced operations & efficiency…and increased profitability & success. You will also have fewer IT problems & headaches.

Here's why SystemLink is your Clear Choice: We have extensive experience developing, installing, and supporting customized IT business management solutions. We have exceptional Operational Improvement Specialists, who can help you navigate the complexities of specialized IT applications. Most of our clients are long-term; and we want every client to be a "customer-for-life." We become a part of your team…helping your business to grow & succeed beyond your expectations.


Learn More…

Explore more CRM resources at:

www.systemlinkonline.com/crmstrength.

Learn more about SystemLink at:

www.systemlinkonline.com.

Date post:	29-Nov-2014
Category:	Business
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Rules of the Road for Selecting a CRM System

Business