CRM Implementation Guide: Step-by-Step Process

Adopting customer relationship management (CRM) is among the best ways for companies to manage a whole multitude of internal, and external activities concerning customers related to selling, marketing, servicing, opportunities of growth, and more.

However, the success of any application depends on the approach taken during its implementation. Implementing a CRM tool in your company’s tech stack requires a proper CRM implementation strategy, rather than just adopting the CRM software itself.

A well-designed plan is crucial to avoid slip-ups, especially when you’re completely revamping your customer relationship management approach, and can ensure a successful transition. That’s why, we’ve come up with a detailed blog on the topic to enable businesses in maximizing their return on investment on this application.

What Is CRM?

In Customer Relationship Management (CRM) a big emphasis lies on the customers. There is no denying that customers are an indispensable part of any business.  Any type of enterprise whether big or small businesses have this in common. 

Using a CRM, a business may access all of the information and data linked to a customer’s movements in one place. As a result, the concerned can get all of the information accessible from one place. 

Choosing a CRM is a wise decision because

• Automated communication is used
• Data analytics programs become easier
• Customers get a focused approach from the company
• Synchronize data across many programs
• Ability to answer questions from customers

What is CRM Implementation?

CRM implementation is a common term taking shape from all activities that pertain to installing and rolling out a CRM application into an organization. This includes selecting the correct CRM software, customizing it according to the needs of the organization, importing relevant data, training end-users, and integration with other business applications that necessitate it to keep and record all business relevant information. 

The success of CRM would thus depend on how far the organizations will have assimilated it into daily operations and its adoption by the users to a greater extent, after all, the actual business value it contributes. For smooth pre, post and during implementation, experts always recommend contacting any reputed CRM development company.

Also read: Importance of CRM for small businesses

Expert Tips on CRM Implementation

Much emphasis should have been put into foreseeing a number of necessary steps, each of which will now have to be carefully planned and carried out in order to secure the success of CRM.

Pre-Implementation Planning

Assess the CRM Needs and Set Goals

The initiation of CRM should start with assessing the needs in the organization and deciding upon the clearly-determined measurable goals.

Clearing these issues would, therefore, be eligibility factors through which the CRM could evaluate its problems and expected output. Targets could be set to include for example an increase of customer retention by 10% or 15% more sales in the first year after adoption of the CRM system.

Choose the Correct CRM Application

The correct choice of a CRM application is critical. The choice of application should match the targets, budget, and technical capacity of the organization. Considerations should include:

• Scalability: Can the CRM grow along with the business?
• Customization: Can the CRM be tailored to suit relevant needs?
• Integration: Does the CRM integrate with facing systems?
• User-friendly: Is the CRM easy for the employees to work with?

Build an Implementation Team

Successful CRM implementation calls for having teams with stakeholders from various departments such as IT, Sales, Marketing, and Customer Service. The team oversees the implementation process and ensures that the CRM meets the needs of all users.

Create a Change Management Plan

Implementation of a new CRM system usually results in a number of changes in doing business processes and workflows. Such changes will be managed by the change management plan so that employees will know and feel good about the new system.

In the change management plan communication, setting up training programs, and dealing with any resistance to change are included.

Establish a Budget and Allocate Resources

As with any project, financial resources should be planned in the context of CRM implementation. Such costs could include for instance software licensing, hardware purchases, training, and maintenance.

Choosing the Best CRM Platform

Set Core Features and Needs

At every point in the selection process, core features and requirements take priority and come first. Some features can be:

• Contact Management: Storing customer information
• Sales Automation; Automation of real sales processes 
• Marketing Automation: Affecting marketing campaigns
• Analytics and Reporting: Generating insights from data

Evaluating CRM Vendors

The next stage, once defined, is to carry out research into possible CRM vendors. This includes checking out different CRM solutions in terms of features and customer reviews. The popular vendors include Salesforce, HubSpot, Microsoft Dynamics, and Zoho CRM.

Demos

Once shortlisted, it is time to arrange demos and POCs before selecting the correct vendor. Here, the organization can see the CRM in action in its anticipated implementation.

Finalizing the Choice

After finishing the vendor evaluations and demos, the next step is to choose the CRM that best meets its needs concerning functionality, pricing, ease of use, and support from the vendor.

Implementation and Planning Strategy

Implementation Planning in Detail

As thorough CRM implementation planning ensures that the system is employed properly and in time, this plan entails major milestones, timelines, and responsibilities assigned for each phase of the implementation.

Data Migration Planning

Data migration is yet another very important aspect of CRM since it will coincide with the exit of the existing system and the entry of new CRM. This could only be categorized as migration until such time that any jeopardized data format is discovered.

Data must be the cleanest, most accurate, and properly formatted to avoid any problems during migration.

Customization and Configuration

After the migration comes customization and configuring the CRM according to the organization’s needs, such as custom fields, workflows, and reports.

Integration with Existing Business Systems

This indicates that the CRM must be integrated with existing systems within the organization such as ERP, marketing automation, and customer support systems so that data flows through these systems into a single view of customer interaction.

Training and Change Management

Prepare Training Programs

Employees should be adequately trained on the workings of the fresh CRM while preparing new training modules. Training modules should accommodate all aspects of the CRM: basic function surfaces features to advanced.

Change Management Strategies

Such strategies should also include change management for internal communications campaigns, workshops, and rewards to be used as rewards/incentives for employees to adopt new CRM systems.

Enhancing User Adoption

User adoption is one of the significant yardsticks of success in CRM implementation. User adoption, however, comes with involvement in the implementation-to-be process.

Testing and Quality Assurance

System Testing

The CRM should be tested thoroughly before ‘going live’ to check whether all functionalities, all operational profiles-with workflows, and integrations-are really available.

User Acceptance Testing (UAT)

UAT is the creation of an environment where end-users will test an outcome of a CRM system to ascertain that it can respond to their concerns. Attention should be focused on retaining a very short time between UAT observations and conversion activities.

Issue Resolution

All bugs found during the report should be resolved as early as possible because that is the important thing in making a CRM system ready for deployment. Bug fixing, configuration changes, or additional training might be involved.

Deployment and Go-Live

Practically Made Ready for Launch

Finally, it all comes between importing data, configuring it, and training the users before you go live.

Going Live

Start phased rollouts among the pilot group before that of the entire organization by the various rollouts phase.

Support after Launch

This now entitles the user to continuous support because of the CRM system’s newly granted status. Helpdesk, further training as required, and periodic upgrades of the system are just some of the components involved.

Post-Implementation Follow-Up and Continuous Improvement

Estimating Success in Implementation

The periodic review and evaluation of success in implementation concerning the use of the CRM system must include whether original objectives were achieved with the expected benefits.

Obtaining Feedback for Improvements

Furthermore, collecting user feedback is necessary for improvement areas. Conducting surveys, holding focus groups, or analyzing usage data from the system.

Prepare for Future Update and Scalability

Organizations should be ready for future updates and scalability. The CRM system will be required for continuous upgrades to meet the ever-evolving and growing needs of the organization.

Conclusion

Implementing a CRM into an organization really pays great dividends in the long run despite being a daunting task. By using the right approach, one can significantly improve customer relations without too much trouble. At Webuters, our experts can help with hassle free CRM implementation. Our team saves your time, energy, and other resources, and promises to deliver CRM matching your requirement, and preference.