Customer relationship management (CRM) has become more than just a simple list of names and basic customer information. Today’s CRM systems allows you to track allows you to track every interaction with a particular customer, every product or service they buy from you, your next-action items and other information that helps you serve them. It takes time to get the most from your CRM so patience is necessary, but the return on this system is worth it.
- Start With A Series Of Questions. To master the basics, first ask yourself a series of questions. Involve others, and establish buy-in across teams on the answers.
- Involve All Stakeholders And Get Their Buy-In. It’s important to get all possible stakeholders involved. Allow each team to provide input. Give them adequate time to voice opinions and be heard. Integrate this feedback into the system you design and your justifications for choices you make.
- Understand Your Company’s Unique Needs. Answers to your questions will help you figure out what you need versus simply going with what others are using. One organization’s best practices may not be best for you. If your needs are unique, you have large ambitions for growth and want it all information in one place, a robust platform makes more sense. If not, more basic, purpose-built or turnkey solutions may be more effective for your business.