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Five Common Mistakes To Avoid After CRM Go-Live

Tal Frankfurt, Founder and CEO of Salesforce partner Cloud for Good, shares an article on Forbes of the many mistakes we can make after we go-live with a new customer relationship management (CRM) system. Many managers think once the system is implemented, nothing else needs to be done. That is a huge mistake, and one of many that happen after a successful implementation. Here are five common mistakes that you should avoid, according to Frankfurt, after your CRM go-live.

  1. Not Allowing For A Stabilization Period. “Implementing new technology is a process that takes time and creates a lot of buildup and excitement for going live. Understanding that success and realized benefits are not always immediate, your organization should plan for a post-go-live period that should at least include additional training for users, knowledge transfer across the organization using the CRM and proper measurement of what the value that the CRM is creating and adjustment needed post-go-live.”
  2. Failing To Continually Support Staff. “As you go live and start to field questions from staff, understand that your users are the greatest source capable of unlocking more and more of your new technology. Listen closely to the feedback they have as it relates to improvements, roadblocks and what’s working well for them.”
  3. Rejecting Evolution. “To this point, your CRM should always be evolving. Your CRM is, at its core, a tool to help support your organization’s unique goals and missions. Naturally, as the goals and missions develop, so too should the technology implemented to support development. How do you continue to create value?”
  4. Stalking Customers And Not Improving Their Experience. “Many organizations believe that more data is the answer for everything the organization needs and that if that data is not in the CRM, it actually never existed. The more data you have is not going to necessarily make your organization a more customer-centric organization. Organizations should focus on understanding their data and then using it to build stronger and healthier relationships with their constituents.”
  5. Not Learning From Failures. “According to Gartner, 55% of CRM implementations fail. For many organizations, it takes time to understand that CRM is not an “IT project” or something one person or a department can and should implement. CRM implementations are valuable when they are cross-departmental, when the leadership team is involved and when the users see an impact on their day-to-day work as a result of increased efficiency or effectiveness.”

Frankfurt concludes that we should not undermine all of the time and effort that went into getting your CRM up and running. We should take the time to ensure that our staff has the right support and that we are readily open to embrace the changes a CRM system can bring to the company. With time, perspective and help from the right staff, Frankfurt notes, a CRM platform implemented mindfully and respectfully will help you reach the next level of your business.

 

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Questions to Consider When Selecting a CRM for Your Business

Customer interaction drives almost every decision in your marketing and sales department. Customer relationship management (CRM) software helps to streamline and develop better and long-lasting relationships with customers to ensure a positive experience every time. Selecting a CRM solution can be an extremely difficult task because of all the considerations to take for your company. Solutions Review writer and analyst William Jepma shares a list of questions to ask yourself when considering implementing a CRM system for your business.

  1. What Business Needs Am I Looking to Address? “Figuring out your team’s needs should be the first step to selecting the most appropriate CRM solution to fit your needs.” 
  2. What Are My Budgetary Constraints? “Before beginning your search for a CRM platform, make sure your company has a concrete budget to refer to once you start getting quotes from different vendors in the marketplace.”
  3. Can the CRM Scale Alongside My Organization? “Before purchasing a solution, consider how it can benefit your organization in the present and the future.
  4. How Will the Customer Data be Secured? “Your chosen solution must offer secure data storage to protect your customer privacy.”
  5. Is the Software Easy to Use? “Once implemented, your company will use its CRM every day, so you will need to find a platform that your team can quickly learn to use.” 

 

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ERP software: Pros and cons

The best way to stand out from competition could be as simple as implementing an enterprise resource planning (ERP) software. Though “simple” may not be the best way to describe the nature of ERP. While an ERP solution can provide plenty of functionalities, including traceability, quality control capabilities, and management of formulas, there are difficult things to consider such as high cost, confusing selection process, risks of failure, and careful implementation. An article on azbigmedia.com weighs the pros and cons of implementing an ERP software for your business. Here is a bulleted version of the list, with a full description of each option in the original article (link below):

 

Pros

  • It Allows Businesses to Focus IT Costs on a Single System
  • Every Data is Easy to Access
  • Effective Reporting and Planning 
  • Flexible Modularity 
  • Achieve a Good Level of Efficiency 

 

Cons 

  • It’s Costly
  • Implementation of Maintenance Requires Extra Expenses 
  • The Customization Process is Complex
  • It May not be Beginner-Friendly 
  • Data Migration is Not Simple 

 

While the decision may not be easy, any business who has successfully implemented an ERP system has seen vast improvements to their organization.

 

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10 Benefits of ERP integration for B2B eCommerce

According to Digital Commerece 360’s 2020 report, online sales on B2B eCommerce sites have increased by 18.2% to $1.3 trillion. this significant growth in sales spans across many parts in the channel from manufacturers and distributors to retailers of B2B businesses of all sizes in various industries. one key reason for this is because of enterprise resource planning (ERP). In order to embrace digital transformation and move to eCommerce, a seamless ERP integration is the key. Gartner predicts with integration of tools like ERP, B2B businesses with these strategic investments will grow from 40% in 2019 to 65% in 2024. An article on roboticsandautomationnews.com, below are 10 benefits of ERP integration for B2B ecommerce businesses:

  1. Automate manual processes
  2. Provide accurate pricing
  3. Increase inventory visibility
  4. Eliminate errors during ordering
  5. Offer omnichannel experiences
  6. Make better use of data
  7. Scalability and security
  8. Future-proof your business
  9. Improve compliance
  10. Boost the customer experience

While ERP systems come with a price tag, it’s return on investment and improved customer experiences is a competitive advantages that B2B businesses should not pass up.

 

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How to deploy ERP in an agile manner

Business strategist Aaron Hurst writes an article on Information-Age.com of the importance of deploying an enterprise resource planning (ERP) system in an agile manner. Hurst believes for a software project to be truly agile, collaboration across all departments involved in the system needs to be practiced at every phase from testing to evaluation. This, he says, can be vital when it comes to ensuring constant innovation with minimal missteps. One area that can benefit from deployment in an agile manner is enterprise resource planning (ERP). With an agile approach to ERP, this can ensure that projects meet long-term goals in their business. There are three areas that need a lot of attention in order for an ERP process to be implemented in an agile manner: true collaboration, working with suppliers, and picking your battles wisely. A collaborative nature of agile, Hurst says, brings a number of departments together to make thoroughly thought-out decisions during inititatives, and can complement ERP through keeping targets clear to business and IT staff. Additionally, for agile ERP in the current climate to be effective, companies must also ensure they are clear as to what their chosen supplier can odder, and work closely with them throughout the entire deployment process. Lastly, department teams teams are recommended to establish end goals that are realistic in terms of resources and time scales at their disposal, as explained by Nick McGrane, managing director of K3 Syspro. “The key to deploying ERP is picking your battles. It’s far too easy to aim for the moon when you’re planning a project and end up not getting off the launchpad,” McGrane says. Hurst believes taking these three steps with an agile approach to ERP will prove successful for any business.

 

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Evaluating Your Business Growth Goals And How ERP Can Help

Forbes writer Joel Patterson has been in the enterprise resource planning (ERP) industry for more than twenty years, and has learned the important role business software plays in successful firms. No two companies have the same needs so no two ERP systems can offer the same capabilities. Patterson shares an article describing the best approach to utilizing the best ERP system by evaluating the firm’s past, present and future goals. Per the article, he asks business owners to ask themselves the following questions:

  • Learn from your past. What were your past business goals? Were you able to achieve those with your current systems and processes? Identify the elements of your business that have previously held you back.
  • Analyze the present. Take stock of your current system. Is it equipped to handle your growth goals easily? What will happen if you make a strategic decision to acquire a business in a new industry? Is your system scalable and capable of supporting new processes and/or products? Does it allow you to quickly access data from across all silos of your business, giving you a birds-eye view of your operation with up-to-the-minute accuracy?
  • Dream for the future. Once you’ve assessed the situation, it’s time to look towards the future. What are your goals for the coming years? Is your business prepared to grow into its potential?

Once you consider the answers/needs to these questions, Patterson believes you can plan for a better ERP system in place at your business. One important key is having the right team behind you (i.e. your IT department and your implementation partner). Adjusting to a new ERP system is a trying process, so it’s important to work with a team you can trust, have easy communication with, and can understand your unique business needs. The right ERP system can be a game changer for your business so choosing and implementing will take time.

 

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A beginner’s guide to the three main types of ERP system deployment

There are various factors to consider when selecting an enterprise resource planning (ERP) system for your business. You must consider budget, existing IT infrastructure, size of IT department, and flexibility and control over the system – to name a few. Regardless of your industry, an ERP system can result in a more effective and efficient business. GISuser.com breaks down the three main types of ERP system deployment to help you figure out which is best for your company.

  • On-premise ERP – “This is the traditional method, where the software is manually installed on your company’s own computers and servers. It gives you total control over the system, although this also means that you are responsible for issues such as maintenance, security, troubleshooting, and back-up of the data and software. It usually involves a large up-front cost to buy the license, but gives you greater flexibility. This method is generally only used by large corporations.”
  • Cloud ERP – “This is where your software and data are hosted on a remote, third-party server. The up-front cost is much lower and instead you pay a regular subscription fee for access (which over a long enough period of time could of course exceed the upfront cost of on-premise ERP). Maintenance and updates will all be handled for you, as well as security and back-up of data. However, it’s important to remember that if you work in an industry with particularly sensitive data the level of security may not be sufficient for your needs. This method is popular with small and medium-sized businesses.”
  • Hybrid ERP – “This is an increasingly common option and as the name suggests is a blend of on-premise and cloud deployment. It may be suitable for you if your business has an existing on-premise system that you want to blend with the cutting-edge technology of a cloud system. It’s flexible and brings you the best of both worlds (although perhaps not to the same level), but it can be complex.”

 

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Why CRM Is Critical to Small-Business Success Right Now

The coronavirus pandemic has affected a lot of businesses, with small and midsize businesses (SMBs) failing to stay afloat this year. Many SMBs have implemented customer relationship management (CRM) solutions to aid in customer retention during these difficult economical times. Susan Marshall, founder and CEO, Torchlite, shares an article on Destination CRM of the importance CRM is to small businesses today. According to Marshall, maintaining customer contact is the lifeline to any company, no matter the industry. Utilizing a CRM is good for business, as there’s a major difference between those who are thriving and those who are struggling to survive.

CRMs Give SMBs the Edge – CRM not only empowers a first-class customer experience, but also simultaneously drives revenue and gives SMBs a competitive advantage.

Simplified Client Management – One of the main reasons that more SMBs invest in CRM solutions is its incredible ability to simplify client management by centralizing customer data.

Seamless Sales Strategy – Backed up by reliable reporting tools and access to customer history, CRM solutions make it easier than ever to accurately forecast a company’s pipeline.

Automated Target Marketing – Today’s consumers not only long for personalized and relevant content, but they demand it.

Increased Profits – Installing a successful CRM can save SMBs valuable hours of employee time, in turn saving money by engaging in more productive efforts.

Using CRM to the Fullest – CRM software has the potential to enhance many aspects of a small business, but only if you use its features to their full potential.

 

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How to Choose a CRM for Small Business?

A customer relationship management (CRM) system can be a vital tool for small businesses. Though the process of choosing the right system for any sized company is never easy. Marc Berman, founder and Editor-in-Chief for Programming Insider, wants you be aware of all the things that CRM provides you to groom your small business and interaction with your existing and potential customers. When it comes to purchasing anything, there is a certain process to follow to make the right decision. Since CRM will be playing a significant role in your business, here are some points to consider in the selection process.

  1. Make a note of all the requirements that you want from the CRM
  2. Choose between Cloud-Based CRM and On-Premises CRM
  3. Ease of use
  4. Shortlist a few CRM software
  5. Take a free trial
  6. Scalability
  7. Affordability

Berman wants you to keep these points in mind while choosing a CRM for your small business.

 

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Three Steps Companies Should Take To Implement The Right CRM Strategy

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. Forbes Councils Member Sayer Martin suggests the following steps to take to implement the right CRM strategy for your company.

  1. 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.
  2. 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.
  3. 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.

 

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