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CRM software lies at the heart of the strategy of an organization. The system consolidates information from marketing, sales, and service & generates meaningful insights enabling business groups to make informed business decisions to market products, grow sales and improve customer experience. However, CRM software consulting and implementation is no longer a process of taking product demos and appointing an implementation company. It is the process of understanding the customer's journey, defining business goals, and establishing & tracking KPIs.
As a CRM consulting services company we work with our clients on every aspect of the CRM implementation lifecycle. Our approach is product agnostic and process centric which allows us to focus on “Why a CRM software should be implemented” rather than “Which CRM software is being implemented”. Our CRM consulting services & CRM strategy advice, starts from understanding business goals and customer touch points & concludes when the system starts giving expected results
Our Key CRM Consulting Services
The first step of our CRM consulting strategy is to conduct a process audit. During this phase, we will work with your team to understand the customer journey, your business requirements and pain points. We will conduct a gap analysis of the current processes and systems to identify areas of improvement and prepare a report that will be useful in process realignment and CRM software selection. We will also assess your organization's cultural readiness to adopt a CRM system. This will help identify potential laggards who may not use the system and should be coached for successful adoption.
As a CRM consulting company, we lay a lot of importance on the CRM selection process and work with our clients closely to evaluate CRM systems. Some of the key criteria we factor in for ensuring the right product fitment include elements such as
- Product features
- Configuration & customization capability
- Implementation partner’s experience & domain expertise
- Integration with existing systems
The next step involves setting up and activating your CRM system. Once you conclude selecting a CRM software, our experts will help you ensure its successful implementation. They will closely work with you and the CRM implementation consulting company to integrate the CRM solution with your existing setup. The step also involves helping you prepare a rollout plan for user training, CRM usage & adoption across the organization.
CRM adoption is the most critical step of a CRM strategy consulting process. Most CRM implementations fail because of poor adoptionTo foster CRM adoption, we follow a top-down approach wherein our consultants work with the department heads to ensure they lead by example when it comes to using CRM. The heads then push their respective teams to adopt CRM.
As part of CRM consulting services, we offer CRM adoption services, we can place a CRM manager who can work on KPIs of:
- Generate important CRM metrics, dashboards, and reports for the top management.
- Helps teams adopt the system, keeps an eye on laggards, and rolls out training and incentive programs to improve the usage
- Work with the department heads closely to keep track of the sales pipeline or customer service KPIs & alert them on deviations & important milestones
- Works with the implementation partner to define and implement new processes, customizations, and integrations as processes and strategies evolve