Choosing a Phased CRM project

In last weeks blog, we looked at Why you need to appoint a lead person (internally) for large CRM projects. This week we look at if a phased CRM project may be the right choice for you and your business.

Not all business have someone internally who has the right skill set for this role and for those who don't, you may want to look at a phased implementation.

In this type of project, the key CRM objectives for the business as a whole are agreed, you then begin to look at each team in turn and build sections of the CRM as you go.

Although phased implementations can work well, we as the CRM partner are in fact working at least in part, as your centralised point of contact and as such, this can incur increased costs and multiple workshops need to take place throughout the project.

It is better to get it right at the start and focus on improving as opposed to rebuilding.

During a phased CRM build, we help to keep the overall objectives at the heart of the project and ensure these are not forgotten when dealing with the multiple divisions within the business. Instead, we make sure these are understood and supported in each team.

Remember it is better to have a CRM that works long term than one that falls into disuse after a few months. So getting the early stages right can make a huge difference.

CRM Project Success

How would a phased implementation look?

This normally begins with the Sales team using CRM to enhance sales pipelines, reporting and data capture.

We then move on to the Marketing Team and look at where most of your leads currently come in from, which lead sources close sales quickest and which lead sources have a higher success rate of closing.

You can then implement data segmentation in various ways, to ensure the marketing team are spending time and money in the areas that give the biggest ROI.

Creating email campaigns that are targeted and look at any Advertisement spend you may wish to make to source more leads form the most profitable and successful sources.

If you have a Customer Service or Account Management Team we can then look at these divisions and ways to improve first call resolution rates or increased completed cases long term, through valuable shared information, email and notes tracking. Sharing best practices and results that work.

Finally, you can open the CRM up to the back office areas of the business to give them an overview of all accounts allowing them to support the other teams and vice versa, completing the cycle. This may also include adding in integrations with third-party software such as account packages.

This may sound like a lot but managed well, in the right order and with the right support, this is the best option for a lot of companies.

Whatever option you choose, ultimately it is about what is right for your business, how you best work, what level of support you need and if you have the skills within your business to appoint a CRM Champion to drive the project forwards.

For more information on how we can support your business in CRM implementation contact us today.