Customer relationship management software (or CRM) is one of the most in-demand pieces of software available. It helps organisations build their customer relationships, streamline processes so they can increase sales, and improve customer service. The result is an increase in profitability. Before implementing CRM into your business, however, it’s prudent to consider some tips and best practices when it comes to CRM implementation.
1. Make a Plan
A successful and efficient CRM implementation cannot be carried out without a clear plan of action. A clear CRM implementation plan will make your business prepared and ready for onboarding, and for each stage of adoption. This plan should include a rigid timeline of the various stages of the implementation, in addition to a budget. This document should be made in collaboration with the software provider, whose project manager is there to lead the implementation and make sure all members of your business never feel overwhelmed or challenged by the software.
2. Training
Training is a crucial aspect to CRM implementation. Your employees need to have a strong grounding in how to operate the CRM so that both they, and the software, can reach their potential. Training sessions are important. These sessions should begin with the basics, and progress to hands-on use of the software, as well as ‘real life’ experiments, to ensure your labour force are proficient in the operating capabilities of the CRM. Some staff will be more confident than others at first, so ensure extra training time and resources are available for those who need more support.
3. Gather Feedback
Gathering feedback is a vital way to ensure that the CRM system is optimised in terms of its user experience. Your employees will also feel empowered that their issues, concerns and ideas are being heard and considered. When you carefully consider user feedback you can facilitate the smooth implementation of the software, potentially modify your processes, and ultimately grow your business.
4. Use Artificial Intelligence
Leading CRM’s harness the power of Artificial Intelligence (AI) to gather and analyze vast amounts of client data in real time. AI works to provide important insights. It ranks and prioritises work and can automate large swathes of your employee’s workloads. It’s these ‘instant’ benefits that motivate and inspire users of a new CRM. So investing in a CRM powered with advanced AI features is a choice that will excite and inspire once the software powers up.
5. Focus on Migration and Integration
CRM integration describes the connectivity between your customer relationship management (CRM) software and third-party applications. For example, you may require your CRM system to integrate with your email accounts, social media and calendars. But when it comes to integrating CRM systems with other applications, one of the main obstacles is bringing together data from disparate sources. Having CRM software in the cloud, with API-architecture (application programming interface), is the means by which all integrations can be seamless. A thorough integration testing period is another useful item to add to your CRM implementation plan.
The choice and implementation of a new CRM system can be daunting. Get in touch with Lateral today to see how our software can be smoothly implemented, and make a powerful difference to your business.