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KEY FACTORS TO ACHIEVING YOUR CRM GOALS
Every year thousands of companies worldwide are switching over to various CRM (Customer relationship management) tools to improve their customer bonds, streamline work processes and improve overall efficiencies. However, all good nature intentions do not fruitfy and bear fruits. Surveys in the past have indicated that between 30 to 60% of the companies fall by the wayside in terms of the use & adoption of their CRM. We certainly do not want the same for you or any other company. This is why we have put together some key factors in helping a business of any nature or size to achieve their intended CRM goals.
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The CRM configured must be business-specific. The CRM deployed must be created/personalized to meet the needs & requirements of the domain of the company, it cannot be generic. It’s therefore important that the very outset during the discussions between the Salesforce implementation partner and the client, the foundation of the industry domain CRM is laid.
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Smooth operation & support over time. It is imperative that the CRM platform is ably supported by the support services of the Salesforce implementation partner to take care of all upgrades, fixes & solutions as well as continuous training to the concerned teams along with support as per the contract signed. This is important to ensure that the charm of the CRM is not lost among the employees and the objectives remain on track as had been intended.
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SaaS and Customer Success Management. The new buzzword is Customer Success Management. In it the main focus is on the implementation partner’s ability to help business functions enhance their activities rather than on the tool’s operational maintenance. This goes beyond the call of duty with the know-how to present development as quickly as possible, refresher modules for users, as well as the presentation of various upgrades / new features by the partner company time to time.
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Minor proactive actions. These refer to easy and quick actions performed by the partner company such as Fine-tuning options in fields such as drop-down menus, providing training to new users, creating a graphical overview, and so forth. This enables the client company to attain its goals. Thus, big upgrades are not required each and every time.
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Finances / budgets. The company should allocate adequate resources (finances and otherwise) to the partner to carry out their duties. A good amount of budget must be set aside for this purpose. There could also be allocation finances in the form of bonuses for meeting set targets etc as well as an incentive.
We hope these key factors listed above will help you in achieving your CRM goals in tandem with the support and services of a good consulting partner like Codleo Consulting. Going solo in complex matters of CRM deployment and usage is not advised. So, get in touch with us today for making your business dreams come true with the help of Salesforce.
About the Author
Anand Sharma
Anand is a Salesforce Evangelist, joined the Salesforce ecosystem in 2014 helping customers to be successful with Salesforce, and joined Codleo to share the goodness with even more developers all around the world. He is based in New Delhi, with his wife, and he tries to escape summers every chance he gets.
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