At CRM Evolution 2018, we heard several speakers get excited about Artificial Intelligence, Machine Learning, and Blockchain technology. But we also heard speakers present new ideas on a topic that has been talked about for years--CRM success. Here are four best practices for CRM success from CRM Evolution:
A theme across multiple presentations was that CRM success isn’t about the technology selected for your CRM deployment. In one presentation (How to Choose a CRM platform for your Organization), the Project Manager who had recently gone through a CRM selection process wouldn’t reveal his selection--he said that part didn’t matter. Although each organization is going to have budgets and requirements that determine what platform works for them--the choice in technology is rarely to blame for a CRM not meeting an organization's expectations. During a session called Secrets of CRM Success, Chris Fritsch, of ClientsFirst Consulting, stated that the problems usually stem from people or process.
The group known as “Millennials” already make up as much as 40% of the workforce. As these technology-savvy employees start to become the majority of the workforce, it’s going to be important to keep their work environment preferences in mind. Danny Estrada of E-Squared, spoke about how it’s extremely difficult to provide a CRM that satisfies more seasoned people, and he argued that organizations should focus on implementing technology that will satisfy the coming generations.
Building a CRM team to help with the selection process is a critical component of CRM success. The reason that building the perfect team is important is that user involvement can most certainly boost user adoption. Involving the right people can create the right sort of influence in your organization. To read more about building a solid CRM implementation team, read this post.
Our philosophy is that the CRM should be the anchor for your organization--by doing this, you truly allow yourself to create a 360-degree view of your customer. Another idea we heard at CRM Evolution was that if data remains siloed in disparate data systems--such as an accounting system or a project management system--then people will likely fall off the bandwagon. Minimize the number of logins your employees have to use on a daily basis.
These are just four ideas for improving the success of your CRM implementation. For more ideas, reach out to our team here.