How We Help Implement a CRM Strategy

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How We Help Implement a CRM Strategy

Five implementation principles support Strategic CRM Focus:

  1. 360 degree View
  2. Performance Improvement
  3. Iterative Roadmap
  4. Management Commitment
  5. User Adoption

Using these principles, our team helps clients achieve true CRM success by leveraging CRM to serve their customers and enhance employee productivity.

Learn more by rolling over the CRM Implementation Principles to the left.

360 degree View

Serving the customer at the highest level possible starts with understanding the customer. Creating a sustainable 360 degree view of the customer with complete and accurate information is the first principle of CRM implementation.

Your customers interact with your business and employees using many different channels (face to face, email, phone, web, chat, etc). Chances are, you keep track of data surrounding your customers using multiple platforms. In order to understand your customers, both existing profile data and ongoing interactions must be assembled to form a 360 degree composite profile of the customer.

Establish a solid customer profile utilizing integrated tools that will continuously accumulate interactions around each customer.

Performance Improvement

Achieving CRM success requires goal setting and measurement. CRM is not just about gathering better customer information. It is about enhancing productivity and improving your performance in servicing your customer. Becoming Customer Effective requires a change in perspective regarding the typical definition of CRM.

Gain buy-in to changes in your business processes by establishing metrics and creating visible dashboards to create accountability and engage everyone in the effort.

Iterative Roadmap

Executing on a defined CRM strategy and driving change into an organization requires a well-defined plan for navigating and leading the journey.

An iterative roadmap provides a long term CRM vision with a near term project plan. As project phases are completed, the roadmap and vision are updated.

Implementation phases are organized around an easy to understand project management cycle: Define, Design, Develop, Deploy.

Let our team help you better serve your customers. Improving how well you perform is a never-ending process, but a well-defined plan with an iterative approach keeps you on track.

Management Commitment

Management commitment is the foundation for success using the Customer Success Formula.

Management must be committed to:

  • Defining the organizations Strategic CRM Focus
  • Defining and Leading the CRM Journey (via an Iterative Roadmap)
  • Leveraging CRM as a system for driving Performance Improvement
  • Building and curating a 360 degree view of the customer
  • Achieving a high level of user adoption (including their own use of CRM)

 

User Adoption

In order to achieve CRM success, internal customers (users) must adopt the CRM strategy of the business and the CRM system that supports this strategy.

Implementation and a high level of adoption of a Customer Relationship Management system is critical to the execution of the Customer Success Formula.

Get the most out of your CRM system by building a culture of performance management through complete CRM user adoption.