Putting Your Customers' Needs First

Note: No software (canned or custom) will work satisfactorily without GOOD data. Often, missing data elements and/or poorly attributed data will greatly comprise even the best software implementation.

• Why CRM? Why not? It is now estimated that over 90% of companies with 12 or more employees currently use some form of CRM! C ustomer R elationship M anagement or CRM is what this book is about. Most companies can benefit from Customer centric solutions that benefit both the end user of their products as well as their sales channel partners. A CRM system helps to promote “collaborative sharing” of information as opposed to maintaining “silos of data”. There are still different views of what a CRM provides…some folks think of it as only a rolodex on steroids, for others it is a sales process pipeline tool (tracks sales from initial contact to sales closure and beyond) and for still others it is a complete business management tool to help your company manage the entire customer relationship process. Any software solution that can help your company to provide a superior customer experience by tying your business together is an asset to your company. Most companies are migrating to cloud based CRM systems as they can support mobile devices which offer your sales team and other employees more flexibility in supporting the customers’ needs. A good CRM solution will benefit the sales team and make them more productive and effective. There are over 40 different companies in the U.S. alone that offer CRM software package solutions. It can be a daunting task to choose the best package that fits your business model. Take the time to size of your company’s requirements before selecting your CRM solution because it is one of the most important business decisions you will ever make. The key to any good CRM solution, however, is that the package needs to view the business through the customers’ eyes based on their best experiences and developed from their perspective (not yours). Simply mirroring your company’s “existing business processes” will NOT generate an optimum customer solution. If you are currently implementing a new CRM solution, you should be looking to see how to automate and streamline to make your processes and procedures better rather than coding the status quo! When properly designed and implemented, your CRM should become the heart of your customer engagement strategy where all your customer data resides. A good CRM solution consists of five key elements 1) User Adoption 2) Automated Workflow 3) Coordinate/Align Business Processes 4) Flexible Platform 5) Ease of Use Like most other projects…CRM will always be a “work-in-process” with each iteration being a journey of continuous improvement so be sure to select a vendor that will be with you for the long-term.

• Surveying Your User’s Needs