The importance of a CRM project and the associated challenges
There are a number of issues involved in choosing and implementing a CRM:
- sharing commercial information
- the need to digitalize customer relations
- the need for a steering tool
The 3 challenges of a CRM project
- Understanding the CRM market and the different types of solution
- Defining CRM project objectives and ROI
- Initiate a collaborative project approach
Solution types
There are several types of solution available on the market.
SUITE" solutions
These solutions enable the complete management of a business (productivity, invoicing, etc.) and go beyond simple customer relationship management.
These solutions are offered by Salesforce, Zoho CRM and Microsoft, for example.
General-purpose solutions
These solutions cover the entire customer relationship: sales, marketing and customer service.
These solutions are offered by Hubspot, for example.
They are part of a CRM project where customer relationship management is necessary at all levels.
Specialized solutions
Specialized solutions are available for all levels of customer relations:
- Sales: sales team management with Pipedrive, for example
- Marketing: management of inbound and outbound campaigns, with tools such as Sendinblue or Mailchimp
- Customer service: managing multi-channel requests and complaints with tools like Zendesk
What you need to know about a CRM project
You need to know exactly what you need (price, saas or on premise solution, online or hotline support) in order to adapt your CRM project.
You also need to define your objectives and ROI, and clarify several key issues:
- what will this project bring to employees?
- what are the benefits for the customer?
- how will my company benefit from this CRM project?
To find out more, take a look at our white paper "Implementing your CRM software".
