A CRM process enables a company to interact with customers, partners, suppliers, and potential customers. From brand awareness to customer loyalty CRM process milestones include:
If we map the CRM process with the modules of a CRM software It will look something like this:
From the above, it is clear that CRM software automates a CRM process & its success heavily depends upon the effectiveness of the underlying process-related workflows. If the underlying processes are inefficient, confusing, or unclear, a CRM system may only amplify those problems and make them more visible to customers and employees. This can result in frustration, poor customer experiences, and decreased revenue.
As a CRM consulting firm, our CRM consulting services start from process audit where we work closely with our customers to identify bottlenecks, streamline processes & improve information flows across the customer-facing enterprise. Moreover, we ensure that all customer-facing professionals are trained and are on board with the process realignment.
By fixing CRM processes before implementing CRM software, a business can ensure that the new system will be built on a solid foundation & result in greater system adoption, reduce chances of failed implementation & support to enhance customer experience.
CRM systems are significant investments, both in terms of time and money. The CRM processes of a business might be weak or broken, resulting in the business investing in a CRM software that is also broken. The CRM will not give the desired information needed to take business decisions & will lead to poor adoption. By fixing CRM processes first, a business can ensure that its investment in a CRM software will be well spent and provide the intended benefits.
As a CRM consulting firm, we advise companies to put their house in order before going out for CRM shopping. CRM solutions today do the job well, so it’s important to take a process-centric, product-agnostic approach to ensure a successful CRM implementation.