Our CRM Strategy & Implementation Process
The initial steps in our CRM Strategy & Implementation projects are similar to how we approach our BI/ Analytics projects. The more we can learn about where you are today and where you want to be as an organization can help us better help you. That’s the goal of the Discovery process. From in-depth questions and discussion about your near and short-term goals and projects; how you work today and documenting what you need the outcomes to be, combined with analysis of your data sources, structures and reporting requirements, we gain insight just as if we were members of your own team.
Data Evaluation, Strategy and Migration
Where does your data live? Invariably that question has more than one answer: it’s in a database (or several), in a few (or dozens of) spreadsheets, in a shared online resource (or more than one) – or on your own personal device (computer or phone). Today, you make do with what you have, but invariably there is a lot of manual labor to get information pulled together and in a usable format for making informed decisions or reporting progress. We work with you to identify all the different places your data currently lives and determine what will need to happen to create one source of the truth; provide one home for your data to live. You know your data better than anyone, so you’ll make the decisions on what data will make the transition and which data is no longer useful – and take the opportunity to do the cleanup that you want to happen. We’ll configure the new home for it, transform your cleaned up data, map it into the appropriate fields/tables/objects and migrate it into the new structures. This is not the fun part of the project, but it is essential to being able to leverage the power of your CRM for analyzing and reporting on your work for the future.
Technology Research, Identification and Configuration
There are many good CRM systems available (and we’ve worked with many over our history), but they were not all developed with your needs in mind. You may have already identified a great CRM for you, but if not, during Discovery we’ll have looked at how you need to work effectively and identified what types of functionality are essential to your organization. From there, we’ll identify two or three and provide a comparison matrix and schedule demos of the products that make sense for you. Once the choice is made, we’ll marry what we learned through your data evaluation process to configure the system for you. We think it is important to “configure” (leveraging the built-in capabilities to tailor the product for you) instead of “custom develop” (write code that isn’t part of the original product) as much as possible. Modern software systems are updated on a regular basis and if we can take advantage of the inherent flexibility of a well-matched product to your needs, your personalizations are more likely to continue to work regardless. At this point, we’ll create your forms for capturing information, reports and dashboards and integrate any related/companion technology to complete your CRM-centered system.
Training and User Adoption
Throughout the entire process, we are looking to provide and configure the technology to support how you need to work – not the other way around. The technology should work for you. This is essential to ensuring your team uses your new system effectively and accurately. The equally important element is to provide appropriate training. The trainings include:
“Keeper of the keys” training for your in-house gurus who will be responsible for managing your system once the initial project is complete. This includes adding new users, updating dropdown fields with new options, creating new forms, maintaining integrations – and more.
Initial user training for your entire team to introduce them to how to find information in the new system, add and/or update new records and navigate the self-help resources.
Functional area trainings for your departments/teams to focus in on performing their specific activities in the system. This includes their reports and dashboards to measure and manage their work effectively – and how to update, when needed.
And the training sessions are recorded for you for future reference and to help with new employee onboarding.
Ready to chat? Well, we’d love to.