Sooner or later, almost every manager feels the need to implement a CRM system to manage the business. Often, this is due to the scale of the business. A small team of 5 people can still store data in Excel spreadsheets and set tasks in messengers. But if there are more employees, work without CRM becomes chaotic.
It is essential to understand that CRM is not a magic button that solves all of your business problems. Its main task (to simplify) is to map all processes and make them more transparent. That means if chaos reigns in the workplace, the implemented system, like a mirror, will show it. Therefore, you need to prepare for the integration.
Step 1 - Tasks
It is a well-known truth: to get a good result from a specialist, you must be clear about the terms of reference. This rule also applies to the CRM. The clearer the description of the tasks the system must perform, the more likely the implementation will be beneficial.
In addition, this way, it will be easier to choose a CRM. After all, there are quite a few products on the market. From systems that simply keep records of customers and allow you to monitor task performance, to more sophisticated ones with the ability to set up analytics, detailed analysis of sales funnels, etc.
Also, CRMs themselves offer different packages depending on the toolkit.
Where do you start when setting your CRM objectives?
We usually recommend that customers identify which departments will use the system. Next, you need to talk to representatives from those departments to find out:
for which processes only task setting is enough;
and which ones you need to automate—usually routine tasks requiring a lot of specialist time;
which processes need to be presented as a sales funnel;
which problems employees have to deal with;
which additional tools would be useful.
This way, you will have a list of tasks to discuss with integrators.
Step 2: System
As already mentioned, the CRM is a mirror that reflects the company's inner workings. So, even before you implement it, it's crucial to set up the business system:
- distribute the roles among employees and assign responsibility to each area; - write down the rules for the use of the system common to all departments; - determine how communication between specialists/departments is to be carried out; - how often and in what form reports on the activities should be generated.
Step 3: Time
If the CRM system is to be effective, it is important to give your employees time to adapt and learn. The time frame depends on the number of specialists and the system's complexity. But be prepared for this "getting used to it" will take at least a month.
To make the adaptation process easier, we advise you not to introduce all the necessary tools simultaneously. It's better to start with the basics. For example, integrate CRM for setting tasks, answering calls, and writing reports. And then gradually add more tools. A little more about CRM
If installing a CRM system doesn't turn your chaos into a streamlined system, why would you need one?
1. Thanks to automation tools, professionals will spend less time on routine tasks and more time on critical ones. 2. Besides, automation reduces the influence of human factors on processes. 3. All transactions, conversations, correspondence and customers will be stored in one system. You will always be able to find even a year-old data. 4. Some CRMs offer handy tools for marketers and sales teams that can replace several third-party services. 5. CRM makes all work processes more transparent and easier for managers to control.