crm
CRM Consulting, as done by most CRM Consultants, is focused on implementation of CRM software. True Contact Relationship Management starts with a CRM strategy first. Where did you start with CRM?
Most small businesses start thinking about Contact Relationship Management (CRM) with one of these statements:
- What is the best CRM Software for my company?
- What Contact Management Software is the least cost for my company?
- Which CRM systems work for small businesses like mine?
- I need customer relationship management software, so which crm system is the best solution?
Sound like your thoughts too? Did you begin your journey there?
CRM Consulting, as done by most “Consultants”, is focused on the sale and implementation of CRM software. They will promise that if you just buy and install their software product all your Contact Management worries will disappear. Nothing could be farther from the truth.
True Contact Relationship Management should start with a CRM strategy first.
Before any conversation related to Contact Relationship Management (CRM) can begin, we have to have a clear understanding of what the definition of that term is. Most people, incorrectly, believe that it is a piece of CRM software that magically transforms their company into a great customer focused organization.
Good CRM Consultants know and are very clear, it is NOT the technology.
 It's an Attitude of Focusing on the Customer
Each CRM system will have its own form and function, because businesses are not all the same. Your CRM solution will be unique because you use each business process differently than other companies and add value to your customer's overall experience.
Because there is not a black-or-white definition of CRM, you have to look at what you want your crm system to do, for you. Then design and develop a crm solution based on your goals and objectives; and supports the business processes you use.
It should always begins with a CRM Strategy
CRM is rooted in an organizational philosophy and business strategy that says something like "I want to get closer to each of my customers, deliver value to them now and proactively adapt to their needs." There will be many strategies under the main one, each focused on different areas of your business.
Think of the small-town butcher shop or local grocery store. These businesses understand the needs of their customers and develop close relationships to sustain that business. They don't focus on technology; they focus on customer service, providing desired products and services, and on their process.
You should consider the following questions long before you start making any software purchases:
- How well defined is my CRM strategy?
- How does it set my business apart from my competition?
- How will my business continually evolve to satisfy existing customers and attract new ones?
- How should my processes and technology change to support my goals?
None of the above requires any CRM software. Depending on your answers, software and technology may or not be the correct crm solution for you.
Does that mean technology won’t help your small business? Absolutely not! 
Completing the CRM Puzzle
If your CRM efforts focus solely on applying technology to what you do today, you may get that work done faster or be able to get more of the same results. On the other hand, maybe you won't even get that benefit.
A study presented by the Gartner Group identified that in 32 percent of CRM technology projects, little or no use was made of the new technology 12 months after deployment. Failure to address the customers' needs is the most common reason for abandoning the CRM technology.
Where CRM Software and Technology does help
Your investment in small business software benefits you the most when purchasing the following:
- Marketing Automation software
- Campaign Management software
- Lead Generation and Lead Management software
- SalesForce Automation software
- Customer Service software
- Customer Support software
- Small Business Accounting software
- Business Intelligence software
And the holy grail -- a complete Business Management software package
Don’t be fooled: Making CRM Work
Who hasn't seen or heard about the ultimate CRM solutions being offered by software vendors today? They say “Just buy our stuff and you are set.” At best, this is an oversimplification, and we are sure you can think of a word to describe the worst case.
Their packaged CRM system forces you to change your business system to match their CRM solution. These changes may not fit your company or a customer oriented CRM strategy.
CRM Consulting Summary
By getting the services of a CRM consultant who is truly focused on your business requirements, needs, and wants; you are able to design a crm solution that will work specifically for your company.
The consultant needs to understand your business management, operations, business processes, marketing, sales, customer service and much more. Without this well rounded analysis and assessment; you are getting only a fraction of a total small business solution. Ask questions, talk to them, then decide “Can this CRM Consultant/CRM consulting firm help me with MY issues?”
I know we can!
Other CRM information you might find helpful:
Customer Relationship Management (CRM) is critical to your success.
Contact Relationship Management has changed. What started with contact management software,
moved into customer relationship management software, and yet it still confuses small business. Why?
Learn more about CRM Strategy as part the Business Strategy
CRM Strategy development is the first step to creating an effective CRM solution for your small business.
Defining the CRM system isn’t hard if you follow some simple steps. It starts with…
Find out how our CRM Consulting firm helps your business.
CRM Professional Services, should start with a CRM strategy first. Where did you start with CRM?
Learn how our CRM consultants can help you.
Selecting the right CRM Software because it is your business at risk.
Read this before you buy any customer relationship management software, small business software, or business management software.
Why? Because you will learn....
You need a CRM Consultant!
A CRM consultant needs to meet the needs, and the budgets, of small businesses. Our CRM consultants have years of experience in customer relationship management and know the options small business have, to help you avoid wasted time, effort, and money.
Marketing Automation Drives Revenue
and helps time strapped small business owners. You know you need to do more marketing, but the time to do it never seems to be available.
Revenue decline due to uneven sales lead generation can be fixed with marketing automation.
Customer Service Management – An Overview
Customer Service Management is the key to building customer loyalty and improving customer retention.
Are you providing award winning customer service? If not, your competitors are likely stealing your customers!
Using Sales Force Automation to systematically grow your business
Sales Force Automation software increases sales revenue by leveraging sales processes in your sales lead management efforts.
Are you looking for a better sales conversion system?
Return to Business Consulting - Home from CRM Consulting
| 