Step 2: Focus on process first and features next

Carrying out a thorough requirements and process review will identify processes which may need to be recorded, improved, built on or altered.

Your processes are the foundations to your CRM success.

CRM is a business philosophy. It describes a strategy that places the customers at the heart of any organisation’s processes, activities and culture.

Marrying CRM to slicken processes is where you will see a real benefit and return on investment.

Do ensure all teams share their processes.

Do understand where processes fail and look at visionary requirements.

Don’t look at this from just a sales perspective – CRM is anything relationship management – check out our case studies for a flavour of the various ways in which CRM can manage data to aid many to many relationships.