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During the implementation of a CRM system, you will encounter various challenges, which will often be typical problems that arise during the implementation of information systems. There are also specific challenges associated with CRM implementation.
These encountered difficulties can affect the cost of your CRM implementation project. How much they will affect the implementation and your budget depends on your preparation.
If you don't yet have a CRM system or are considering implementing one in your company, I recommend reading my article "How to implement a CRM efficiently and successfully." It will give you a step-by-step overview of the system implementation process and how to plan it properly. As in any IT project, the effectiveness of the implementation depends on, among other things, project management experience (both yours and that of the business partner or supplier you choose to carry out the implementation), the level of cooperation, the complexity of the project and a certain dose of luck.
Whether you are planning to implement, are in the process of implementing or are already maintaining a CRM system, I'm sure you will find something valuable in this article.
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Have you already decided on the CRM system you want to implement in your company? If so, the next key step is to implement this system properly. It's worth knowing that there are many potential mistakes that can hinder success during the implementation process. Some of these basic mistakes include skipping an implementation audit, failing to understand the needs of your target audience, improper workflow and failing to involve your team in the process.
That's why it's a good idea to avoid these mistakes and understand how to properly carry out a CRM implementation.
Often companies realize the need to professionalize customer relations, but don't know exactly where to start. The search for software begins, but there is no clear concept of its role. Management expects improvements, but the vision remains unclear. Unfortunately, the selection of a CRM system often boils down to the mere purchase of a license, leaving out a substantial plan for development and customization.
Tip: It's worth rethinking how we want to build customer relationships, run the sales department and what kind of work environment we want to provide for our sales and customer service employees.
The result of this process is to make changes in customer service behaviors and procedures so that they can be integrated into the CRM system. CRM software usually offers a number of functions, only a few of which are actually used, although in theory they could all be useful.
Tip: Instead of comparing software and choosing features to start with, it's a good idea to first determine what solutions are actually necessary to implement your vision of building customer relationships. More does not always mean better!
When management lacks a clear vision and thoughtful strategy towards CRM, this problem shifts to those responsible for implementation. Lacking a clarified vision and understanding of the need for change, users of the new tool may resist the process. As a result, CRM is treated as an unnecessary evil, resulting in incomplete data and a lost sense of the entire investment.
Tip: Before appointing a person in charge of CRM implementation, it is a good idea to ask employees if they have had previous experience with similar projects. Look for a natural leader who is willing to take responsibility for successfully completing this task.
CRM implementation is another project and, like any other project, it should be conducted with a defined goal, defined success criteria, clear priorities and adequate human and financial resources.
Tip: Before starting implementation, it is advisable to discuss the implementation process in detail, setting milestones, goals, etc., so that the project goes according to plan. This will help avoid misunderstandings and disappointments during implementation.
CRM should first and foremost serve to streamline existing internal processes. Without clearly defined customer service processes, it's hard to expect CRM to do its job. Ultimately, it is up to employees to know when and how to use the tool.
Tip: Before choosing CRM software, it is recommended to thoroughly understand and describe the entire process of building customer relationships. Based on this, you can look for a suitable solution or CRM software with built-in methodology (e.g. Livespace - livespace.io) that suits your needs.
If a CRM is treated purely as a technical tool that is configured by IT specialists without consulting those who work with customers, it is likely to fail. Such CRMs often contain unnecessary functions that no one uses.
Tip: It's a good idea to create an implementation team that includes a variety of specialists, including both technical people and those who interact with customers on a daily basis. This will help ensure that the CRM is tailored to the real needs of users.
A wide variety of ideas are generated during brainstorming, but not all of them merit implementation. It is important to collect as many ideas as possible at the beginning, but then carefully evaluate them for their feasibility, cost-effectiveness and compatibility with the overall vision of the project.
Tip: When implementing CRM, it's a good idea to stick to the "less is more" principle. Overextending the tool can lead to its limited use by employees, which ultimately wastes financial resources.
Implementing a CRM system often involves a lengthy and expensive process. Many current solutions require their own infrastructure, such as a server, high-speed Internet access, security, and the need to hire an administrator.
Tip: It's worth considering a SaaS (Software as a Service) option, which can be accessed via a web browser and doesn't require installation or your own infrastructure. This type of solution also allows for flexibility, as you can cancel the service at any time, minimizing the risk of misguided and costly investments.
A solution that seems attractive at first glance or has been presented to us by a skilled salesman may prove to be inappropriate upon closer examination.
Tip: Before making a final decision, it's a good idea to test the chosen software to make sure it meets your needs and doesn't have significant flaws. It's better to run a trial and have the ability to quickly back out than to commit to one solution for a long period of time.
It is not uncommon for implementations that are technically successful to fail because the system is too complex, making daily use problematic.
Tip: Even if the CRM software you choose has all the necessary features, it's worth checking if it's simple and intuitive enough for daily use so that our team can use the tool seamlessly.
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When introducing a new CRM system, it is inevitable that there will be both supporters and opponents of the solution. They may ask questions like "The old system works well, why change it?" or "What will this change bring me?".
These are very natural reactions that cannot be ignored. The key is to make users aware of the need for change, and then convince them that they will also benefit from it. It is worthwhile to involve users in testing the system, listening to their opinions and having an open discussion about solutions. Training on the new system is also crucial.
Remember that a CRM system is not meant to control employees or attempt to replace them. Concerns about this should be addressed at an early stage. Modern CRM systems will not replace employees, but they can help them perform their duties more efficiently. It is important to treat CRM as an investment and consider how to use the potential unlocked by automation to further develop and grow the company.
The administrator of a CRM system plays a key role in the maintenance and effective operation of the system. Although CRM vendors take care of the technical side of the software, the presence of an administrator is extremely important. His tasks include monitoring available resources, managing user privileges, configuring advanced features and resolving any problems.
The system administrator can be responsible for importing and managing data, restoring lost data, as well as archiving and deleting old information. A properly managed CRM system not only needs to be updated, but also needs to be adapted to changing business processes. An administrator can help customize the system to meet current needs.
It is also worthwhile to keep the user and technical documentation of the system up to date, so that it is always in line with reality and makes it easier to work with the system. This way you can keep your CRM system in optimal condition and use it to its full potential.
Looking from an entrepreneur's perspective, another common mistake in the CRM implementation process is not correctly defining priorities. It is important to understand that CRM is meant to serve the company, not the company is meant to adapt to CRM. A key aspect of getting CRM right is tailoring it to the company's specific business. It is worthwhile for the software not only to exist, but also to bring real benefits and be useful.
Training new users and retraining existing employees is a key step after the implementation of a CRM system. Even if the system has been customized for users and is intuitive, there is still a need to monitor how employees use it. It is worth investigating whether:
It is good if the CRM system provides tools to measure these aspects, so that the quality of the implementation can be assessed.
In our opinion, one of the main mistakes is skimping on quality assurance of the overall process. Performing system tests allows you to detect possible errors before they become expensive to fix. The earlier these errors are detected, the less effort and cost is required to fix them. As a result, trying to save money now can result in much higher costs in the future.
The start of a successful CRM system implementation begins with a thorough pre-implementation analysis.
Digital Agency Hauerpower
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