Getting Value from a CRM Project

Getting value from a CRM project is all about delivering benefits.  Engaging in a CRM project needs considerable time and effort.

Here at Caltech we use a refined SureStep process to deliver great value for money, time and system capability.

Caltech works with Microsoft Dynamics CRM.  Having a good understanding of the solution is itself a huge commitment.  That’s why experts like Caltech are there – to help you every step of the way.

There are so many CRM solutions on the market today that manage contacts in a basic way, whilst other more powerful solutions, like Microsoft CRM, can manage processes and really effect relationships.

Microsoft CRM is a great product that can revolutionize your business,  but to do that it has to deliver a clear strategy.

Having a great CRM solution is an ideal start to having the capability to transform your business, however the focus should first start within your own organisation.

Phil Callaghan managing director of Caltech IT Limited suggests to plan your customers’ journey from prospect to customer.  “What processes are in play and what are the customer touch points?”

It is important to then find out where the process is working or maybe it needs refining or requires some automation from a CRM solution.  Find out which parts of the process are time hungry and again research the reasons why.

Getting your data correct is imperative to get value from a CRM project.  Data is the lifeblood of CRM and users will “switch off” if it isn’t right.  We see so many marketing teams unable to trust their data and refuse to use CRM.  Phil recommends that data is thoroughly cleansed prior to commencing any CRM work.  Data facilitates your processes, your targeted messages and most importantly engagement from your customers.  Taking the time to get the data right is key.

Once you have a CRM strategy and data set you will be ready to look at product options and suppliers.  Keep this in mind and don’t deviate from it!  Remember your pain points.  Think about if the CRM will help you deliver the benefits you need.  If it doesn’t then look again.  Does your supplier understand what you are trying to do?  If not then perhaps go back to them and be more precise.  Any good supplier should know the questions to ask to get to understand what you are trying to do way before they jump into demo and costs.

Implementing CRM in a structured way can demonstrate clear benefits and ensure that you are getting value from a CRM project.


To find out more about implementing CRM see our top 10 steps.



CatherineT: 01924 507 280


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