Searching for any software solution can be a challenge if you don’t have all the information you need. Bridging the information gap requires you to do a little fact finding, gathering the answers to specific questions so you can be fully prepared to make the right selection and manage a successful implementation. The same rings true for investigating and then implementing the best CRM (customer relationship management) solution. Start by asking some important questions so the answers can assist in building out your strategy.
Finding the Best CRM First Requires an Internal Glance
Asking the necessary questions to find the best CRM starts with assessing the internal commitment level to the CRM implementation. Is this being driven from management at the top, or is it simply the sales department searching for a better solution and management still has to be sold on the business case? Identify the individuals standing behind the implementation of the best CRM and assess whether or not they are willing to go the distance to ensure the project is complete. As with any software implementation, you will run into challenges and walls, so being flexible and patient is required to see the project through to success.
Selecting the Best CRM – Is There a Learning Curve?
It’s important to assess the current skills of your users to determine whether anyone will face a greater learning curve upon implementation. The best CRM will often boast ease of use, but any computer user knows that every program has a learning curve. Determine whether or not you have older users who may struggle shifting to the best CRM. You may also have individuals who like specific controls and processes in place that will have to change with the CRM implementation. These individuals may be resistant to the change, which may require the implementation of an effective change management strategy.
Even the Best CRM Might Not Motivate Change
Simply selecting and implementing the best CRM won’t spur your users to change the way they do things. Even if you promise they can have more time and generate more sales, any change can generate a lack of motivation. It’s also possible your employees are simply lazy when it comes to learning new tools. Assess the current environment and your employees/users to determine motivational gaps so you can identify the best way to overcome these challenges. Don’t just promise benefits, put motivational tools in place that drive the use of the best CRM so you can leverage the desired value.
What Resources do you Have to Support Best CRM Implementation?
Even if you’ve done your homework and evaluated your internal environment to gain a full understanding of the challenges you’ll face in your best CRM deployment, you still need to assess the resources that will be available to support the implementation. This includes your current budget, the positioning of your power users (are they on board with the best CRM purchase or resistant, what are their needs, etc.,) and the specific skill sets of personnel accessing the data captured in the best CRM. Will you extend out the platform to your call center to empower your agents to make sales? Will you integrate the CRM into your enterprise resource planning (ERP) platform to leverage the value of converged information?
Once you’ve done the internal examination, it’s time to dig deeper into the vendors you’re considering and answer key questions about their offerings. Check out the second installation of this article for that stage of the best CRM selection process.