Even a partial implementation of the CRM system can develop many problems that can be avoided by complex preparation to that process. Planning is the key factor here – and it involves not only the use of the business analysis, but also learning from others experience. It is worth to notice that over the years, not only the dynamics of introducing innovative software has been improved, but also frequency of appearing mistakes has decreased.
In this article you will find four questions, that you have to answer before implementing CRM system in your company:
1. What is the goal of the company, which plans to implement the CRM system?
2. How long the implementation process of CRM system would take?
3. How to convince employees to use technological innovation?
4. What is the cost of implementing CRM?
Before the implementation of CRM system it is important to consider the main issues in order to avoid basic mistakes. The implementation process has to begin with analyze of the company situation, it’s way of operating, development strategy and methods of inside and outside communication. With such a base it is possible to determine the main purpose of using customer relations management system. The main question is; what do I want to achieve by implementing new technology solution? The answer to that question has to be strict -generalities will not develop the strategy of growth. What is more without clear answer it would not be possible to measure effectiveness of implementation. It is important to keep in mind that all company goals have to be SMART.
It is mostly determined by the taken actions (corresponding to the company functioning, size and strategy) before the CRM implementation process. The entire organizational structure has to be prepared for the new technology. It is also necessary to support employees with necessary courses, which would provide them with complex and universal knowledge. Courses can last from a dozen to several dozen hours and are held for a few days. Naturally, it is worth to implement such a system, which will provide technical assistance on every single stage of a use. This is extremely important, especially in the first days of use.
Another important element of the process is bringing good atmosphere to the company. Often the implementation of new technologies and logistics solutions raise the resistance of employees, especially if they have their fixed routines. It is important to convince people that the change is not only good for company, but will make day by day work easier for everybody, for example communication within the company can be improved by implementing CRM system. If the flow of information became easier managing other processes like delegating responsibilities or scheduling takes less time. Additionally – reports through CRM systems are automatically generated, which represents a significant convenience especially for employees of the HR department. Motivating the team to use CRM is not difficult, as long as we use the right arguments. In terms of (often perceived negatively) training the main manner is to choose one, which will be complex and also adapted to the knowledge and skills of each employee.
The main barrier for the most of the companies remains the conjecture that implementation of CRM system is extremely expensive. Once again, a lot depends on careful planning of the whole process. Naturally, you should consider not only the cost of the software itself, but also the cost of time spend on preparation of technical support and company’s strategy. To significantly reduce the cost it is good to take advantage of SaaS option – that way the payment can be added to monthly/ quarterly company expenses. Moreover, it does not require deployment of additional solutions, because the whole platform is available online, 24 hours a day, from anywhere and potential technical assistance is also always available.