5 Step Guide to CRM

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5 Step Guide to CRM

A CRM project can be a challenge to any organization. There are a variety of prepara-
tory steps to be undertaken before the solution can be deployed. Many times, the di-
verse nature of the preparation can cause hitches. The following is a list of 5 simple
steps that should ideally help. They’re basically the basics and simple to understand
as most of them are pretty much common-sense. And there’s a reason that the pic-
tures are there. They’re meant to be giving you an idea of what you should be avoiding
the most.
Inter-Departmental Co-Ordination

Very often, it is the case that units of an organiza-

tion implement their own CRM solutions specific to
their own needs without a look at the interdepend-
encies between the other units. While this may lead
to an improvement in process efficiency and pro-
ductivity at each unit involved, it causes cost over-
runs and fragmentation. Also, co-relation of data
from different sources is not achieved; thereby re-
lated activities are not integrated.

Involve the Head Honchos from the start

Support of senior management eases every facet of the process – ranging from budgetary ap-
provals to adoption by the concerned parties. It also provides the much required credibility to
the initiative. Most importantly, since CRM affects the company as a whole, involving the ex-
ecutives early on leads to a faster rate of execution of the project.

When you have to take the shot, aim from the right distance

CRM solutions have to streamline processes that are cus-

tomer-facing. The goals have to be reasonable and achiev-
able. Else the project is bound to fail. After all, there is many
a slip between the cup and the lip. It would be a good idea to
set incremental goals which are time based. This is also an
effective method of demonstrating improvement in return on
investment.

Cut your cloth as per your need & stick to your guns
After a plan has been laid out (with an appropriate idea of the funds required), vendors
should be called in. Since this is a sizzling market, there are bound to be entrepreneurs who
wish to grab a share. There are several ways to check a vendor’s credentials. First of all, reli-
ability can be verified by how long the vendor has been in the market. Typically, 5 years or

5 Step Guide to CRM

more is a good measure of staying power. The vendor’s customer list should have compa-
nies with a similar profile as yours. After all, the vendors used to providing solutions for
large-scale organizations may not have the time, patience or the earnestness to deal with a
smaller sized business. It might also be a prudent idea to check on the vendors’ financial
stability and their economic model so as to get an idea of the durability of the solution. And
most important of all, remember that CUSTOMER KNOWS BEST!!

Training
Often, companies wait till implementation of the
CRM solution to commence training of users. This
leads to a delay in seeing the solution at work.
Defects or incompatibilities discovered during
training personnel also cause increase in the costs
associated. The best idea would be to initiate a
training schedule from the moment the particular
solution is selected thereby enabling immediate
usage once implementation is done.

Executing a CRM solution tailored to meet specific business requirements involves a lot of
analysis. Time factors and a desire to get the show on the road may tempt organizations to
cut corners. But in the end, it works the same way a building does, you want a good build-
ing, you better get the foundation in place first.

5 Step Guide to CRM

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