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subject: CEO to CEO… Ensure CRM Success – II [print this page]

Hello & Welcome to the Second Part of our two part series, For those who missed Part I, here is the Link:

Ensure CRM Success Part I

This post is going to focus on the remaining best practices related to CRM Success thatupper managementmay want to consider: Employee Buy In. Design and implement employee buy-in programs that help your team understand the value of CRM. Most employees do not care of change of any sort let alone when the change is about to track their every move.But when employees realize thatCRM systems are here tohelp them be more productive, increase customers, retain the best and improve overall efficiencies, they soon realize that this will only further help the company grow which is in their best interest.

When did someone look at all your processes? Before implementing your CRM solution, it is important to review and update all your business processes. One of the strengths of CRM is automation.So, it is important to understand the exact capability of CRM automation and how you can fully leverage these featuressto improveoperations.

Create a Flexible System.Implement a system that is highlyopen, robust andscalable as the amount of information you gather and manage will grow with the organization and increase over time. Make sureyour corporate IT is responsible for any integration strategy, maintenance and adherence to technology standards. If you dont have an internal IT staff, it is important to get sound advice from a reputable IT consultant.

The 80-20 Rule.We allknow this golden rulebut yet not much emphasis is given to it.Does thatsound like your organization? Perhaps it is time to focus onthe top 20% of your customers that bring in80% of the revenue. The first thing you need to do is to identify them. Next, to automate the identificationprocess and implement strategies that will continue to keep them satisfied.CRMstrategy and toolswill help you retain the best of your customers while youattract new ones.

Metrics metrics metrics.You will never knowhow well yournew CRM initiative is working out if youdont have a base to compare it with. So, identify tangible and measurable links to business performancebefore implementingyour CRM project. Next track these measurable on an on-goingbasis to see exactly where the improvementsare. You will be surprised at the amazing ROI! Like any set of best practice, the above points are not the complete set of instructions for a CRM initiative but rather some of the key points. Depending on your business, there may be other valid points of higher importance.The best you can do is to make sure you hire or designate a person withproject management experience tobe your lead CRM Project Manager thathas the time and resourcefocus on the project at hand. Remember, your CRM initiative if not implemented correctlymay be devastating to your operations.So, you want to get it right the first time!

CEO to CEO Ensure CRM Success II

By: Sundip R. Doshi

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