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

Process Audit

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.

CRM Selection

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
Pricing
Integration with existing systems

CRM Implementation

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

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

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FAQ's

A CRM software is a business application that helps an organization centralize, manage and maintain customer relationships. It allows the company to track customer interactions across marketing, sales & customer service and help deliver superior customer experience across all channels of communication and business divisions.

A CRM software should be selected keeping in mind the need of automating business processes. When selecting the software, the company should identify the business process it wants to automate, gaps in the current process, pain points, and visualize the ideal state. Key stakeholders should be identified and selected to take up the responsibility for identifying CRM vendors, and implementation companies. A CRM committee should be formed which should drive the project from product evaluation, implementation and adoption. The following points should be considered when selecting a CRM software

Features as per business need
Industry fit
Ease of use
Implementation platform (Cloud/On-premise)
Licensing and product plans
Customization and integration capabilities
Implementation partner network & their domain understanding
Customer references/case studies
Cost of purchase across software licenses, implementation fee, ongoing product & partner support

The success of a CRM project depends on user buy-in. It is vital to demonstrate clear value to all users (direct and indirect) of a CRM by focusing on ease of use. Otherwise, implementations have a high risk of failure.

Make users an integral part of the CRM selection and implementation journey
Don’t cut corners during implementation. Clearly define workflows, integration points and automate mundane and repetitive tasks
The system should be easy to use. Don’t implement all the features in one go. It can make the system complex
Show value: Make users see the value of how a CRM helps them sell more and serve customers better
The ‘C level’ user and senior executives have to use the system. It has to be a top-down approach
Get a CRM manager – Appoint him to ensure the entire system works as a well-oiled machine

A CRM consulting firm works closely with the company to implement a CRM software. CRM consultants assist in CRM selection, implementation, and adoption. Additionally, CRM consulting services include process consulting that identifies process gaps and recommends improvements that improves process efficiency and prevent leakages. With experience across industries, CRM products, and departments, CRM consulting firms can recommend the right product and implementation plan to ensure project success.

Key consulting services offered by a CRM consulting firm include:

Process Audit

CRM consulting strategy begins with a process audit. CRM consultants spend this phase understanding the customer journey and business needs. Current processes and systems are analyzed to identify areas for improvement. The firm also evaluates a company's cultural readiness for CRM implementation. As a result, potential laggards who may not use the system can be identified and coached to ensure successful adoption.

CRM Selection

CRM consulting firms assist in choosing the right CRM product. With the experience of working across industries and CRM products, a CRM consulting firm is in a good position to advise on a CRM solution. Part of its CRM consulting services includes CRM evaluation. The firm closely works with the management in evaluating CRM vendors as per business requirements and advise on the right product fit.

CRM Implementation

A CRM consulting firm helps implement, onboard and launch the CRM system. CRM consultants work with customer teams to configure & customize the CRM, carry out user training and roll out CRM adoption strategy. In some business setups, it acts as a conduit between the customer and the implementation company and works to define the CRM roadmap and future enhancements

CRM Adoption

As part of CRM consulting services, a CRM consulting firm offers CRM adoption services. CRM consultants/managers help clients to:

Provide top management with CRM metrics, dashboards, and reports.
Roll out training and incentive programs to help teams adopt the system, monitors laggards, and improves the rate of adoption
Monitor sales pipelines and customer service KPIs closely with department heads and alert them to deviations and important milestones
Implements new processes, customizations, and integrations as processes and strategies evolve

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