You need to define your “Why”:
- What is the number of leads added, qualified and promoted to prospects or customers?
- Is our customer service times reduced from X to Y?
- How many interactions does it take to resolve a customer issues?
- How many contact points does it take to close a sale?
- Are you up-selling existing customers?
- How many new records are added organically?
These are just a few of course but you should get the idea.
Does the CRM system meet the identified needs of your team?
Of course, it may be easy to be a department manager or a C-Suite executive and make the buy/no-buy decision. But, the most important people to make sure are addressed are those on the “front line”; those dealing directly with your prospects and customers. Does the CRM software you are including address the stated needs of those closing the deals?
- If we had a system to allow you to measure lead performance, would that help you to close more deals?
- What features would you want in order to increase your ability to create or satisfy more customers?
- Is mobile a component of you would need to better serve your customers?
- What ONE thing would you say is the largest impediment to closing more sales?
Ensure that you provide proper and complete training.
Likely one of the biggest failures in the success of a CRM system is failure to train the users and those responsible for measuring and providing KPI’s.
One of the most valuable services a CRM systems integrator can provide for your team is full and complete training. You can purchase and implement the most expensive, popular, easy to use, well branded CRM systems in the world. BUT if you do not ensure that the users can really use it naturally, your system is as likely to fail as a snow cone is to survive in the desert at high noon!
We recommend a number of training techniques:
- Multiple training sessions
- Repeated training sessions
- Specific topic training sessions
- Finally, specific private training where necessary to ensure success.
We usually recommend short 1 hour training sessions to begin, followed up with repeated 1 hour training sessions for approximately 4-6 hours in total.
Another approach could be hold a multi-hour session to “introduce” the system as it’s being designed and implemented. Having those “intro” sessions provide both the team and the implementation specialists with valuable input. Your team will feel ownership as they had a part in the design. The implementation team may learn a twist out of the norm for your team that will make it easier to succeed.
All-in-all, training is as important as the product. After all, you want the team to use it constantly, it should be a benefit not just another job task.
Feel free to contact us about how we might assist you in growing your bottom line and profitability. We consider lead prospecting to deal closing when assisting your team. Web development, e-Commerce and sales development is our focus.