4 Things to Consider Before Implementing a CRM

Deciding to implement a new CRM or update your existing one can be a monumental task. Not all professionals have experience in such a project and those who do, typically don’t want to implement another. The good news is, you’re not the first to decide to implement a CRM with no idea how to do it or what you want it to look like. We’ve put together four things to consider before implementing a CRM to ensure you get the most value out of the project.

1. Who is going to take charge of the Project

For smaller teams, it may be natural for the owner or general manager to take charge of a CRM project. However, this can cause issues when their schedules fill up working within the business. Larger companies may be tempted to include the head of every department to ensure that all aspects of the business are covered in the new CRM. This can also cause issues when too many people with conflicting schedules are required in the same room.When implementing a new CRM, it’s best to appoint one or two people who will take lead in the project. These individuals can work together to understand and convey the needs of the business and ensure that the project moves ahead with critical phases. The individuals chosen to lead the project can engage with internal teams, represent the business to implementation partners and ensure that the project is meeting the requirements of the timeline and business needs.

2. Be sure to allocate appropriate resources

Once you know who is going to take control of your CRM project, be sure to give them the resources they need to achieve the project in a timely manner. The individuals will need available time in their calendars to:

• Meet with the implementation partner
• Meet with internal teams to understand their requirements
• Plan out what is required for the implementation partner
• Gather all the necessary information from the correct sources
• Complete any work required of them in relation to the project

These tasks may also require gathering access to platforms the company is planning to integrate and potentially additional funds. Allocating these resources and removing current tasks from their pipeline is essential to the timely progression of the CRM implementation. If the individual is currently working on another project but you’re certain they’re the right person to spearhead the CRM build, reallocate their current tasks to another qualified individual.

3. Know what you want the CRM to achieve

Although this is number three, it is probably the most important thing to consider when deciding on the CRM provider you implement. A CRM is a common tool to solve a bunch of business function problems however, most businesses fail to establish what they need the CRM to achieve. When approaching a CRM implementation, there are two main approaches a business can take: fixing the current situation or fixing the underlying problem.Fixing the current situation usually involves the business implementing a system that fixes the current problem they’re having without thinking about where they want the business to be. We recommend fixing the underlying problem. This process involves identifying how a CRM would ideally help operate the business for future growth.One way to approach fixing the underlying problem is to think big by answering the following questions:

• Where do you see the business in 3+ years?
• What does growth for the business look like?
• In an ideal world, how would you like a particular problem to be dealt with in the future?
• What do we need the CRM to manage?

Write a list of things that you need the CRM to achieve and discuss them with your implementation partner.

4. Get clear on your Historical data

One common mistake with CRM implementations is building a new shiny system and dumping old/irrelevant data back into it. This confuses new staff and makes the new system hard to adapt. Before implementing a new CRM, establish what data is essential to the operations of departments and what is no longer required. Cleansing of data will allow a uniform system to be set in place for current and future staff.

Implementing a CRM with a Partner

When you start engaging with most CRM implementation partners, they will expect the above to be assumed knowledge. They will drill you with technical questions and requirements of each department. Organising the above 4 elements before engaging a partner will speed up your implementation process and set your project up for success.At MensaTech we do things a little differently and will guide you through this process while providing you with the context you need to understand how a CRM solution will fit with your business.