CRM implementation stages

Implementing a CRM system makes it easier to manage your business and control every work process. Most modern companies feel its benefits in the first month of use. However, there are exceptions when using the software ends in failure. The reasons may be different. But the main one is the customer's desire to get everything at once. As a rule, this leads to nerves, large cash costs, staff reductions and business downtime. We have prepared for you clear and understandable instructions, following which you can successfully implement corporate software.

Why implement a CRM system?

Typically, business representatives have the following goals for implementing CRM:

1. Automation. Process automation allows employees to significantly save time. The human factor and the number of errors are minimized. In addition, the software does not lose a single application, and the business loses a potential client.

2. Increase in sales. The system creates customer cards, which store all important information: interaction history, discount amount, deal status, etc. Properly setting up the sales funnel allows managers to work according to a single instruction, increase the average check and the number of deals. You can also set up notifications to remind employees of important tasks.

3. Control and analytics. Installing CRM allows you to monitor the work of all departments, record phone calls, check the status of deals. Dashboards pull information from databases and analyze employee efficiency and conversion.

Using corporate software allows you to reduce the number of manager errors, increase sales, and simplify control over business processes. The saved funds can be invested in scaling the business.

Stages of CRM system implementation

Implementing the program into business operations consists of 8 stages. They should be performed in the order in which they will be described below.

So, what needs to be done:

- Analysis of business processes, drawing up a plan, approval of the team.

- Settings, integrations.

- Training selected employees to work with the platform.

- Testing and optimizing the system.

- Scaling.

- Building marketing.

- Training all employees to work with the program.

- Regular addition and expansion of functionality.

Let's consider each of the listed stages and their features in more detail.

- Regular addition and expansion of functionality.

Let's consider each of the listed stages and its features in more detail.

1. Defining implementation goals and objectives

Before you start working, you need to decide what result you want to get. Without setting clear goals, there is a risk of wasting time and resources.

Goals can be different. Vivid examples are given in the table below.

Illustration

The following is the algorithm of actions during the planning stage:

- Identify an implementation consultant.

- Identify a responsible team.

- Learn about the main pain points that employees of each department face in their daily lives.

- Highlight the main sales processes.

- Create a sales algorithm.

- Think about what data will need to be entered into the deal.

- Describe what analytics you want to collect.

- Make a list of integrations.

2. Analysis of the company's business processes

This stage involves analyzing and describing the company's business model to identify weaknesses. The implementation consultant analyzes the activities and interviews participants in business processes. It is important not to make any mistakes at this stage, as in the future there may be difficulties with refinement, eliminating bottlenecks in the company's work and correctly setting up the chain of events in the system.

Before implementing a CRM system, it is necessary to prescribe in detail the company's structure, products, services, sources of customer flow, and algorithms for interacting with them. Special attention should be paid to the description of the analytics tools that are necessary to analyze the effectiveness of each individual employee and the business as a whole. As a result, you should come to an understanding of your company's work and identify areas that need optimization/improvement.

3. Choosing a CRM system

When choosing a CRM system, you should rely on the following criteria:

1. Functionality. Find out if the software has the functions that your business needs. For example, customer management, deal management, employee control, document preparation, etc.

2. Usability. The workspace should not be heavily cluttered with unnecessary fields and buttons.

3. Scalability. As the company develops, the CRM functionality should expand. Check with the vendor to see if it has this capability.

4. Availability of technical support. Ask about the scope of technical support. There may be two options: a paid priority and a minimum free support package.

5. Integration. To interact with customers, you need messengers, mail, and telephony. There are examples of implementing CRM with ready-made integrations that can be connected in the settings in a matter of seconds.

6. Data security. Find out how reliably access to the company's personal data is protected.

7. Functionality is at the top of the list for a reason. The capabilities of the program are a very important criterion. You need to make sure that the system can perform the tasks you want it to perform. It is also important that employees can quickly master the new functionality.

4. Preparation of technical specifications

The project documentation should specify all the requirements for the module, list the necessary functions and additional solutions that require integration.

Key points regarding project preparation:

1. all items should be unambiguous, clear and transparent;

2. it is better to entrust the TOR to the vendor - only the developer knows how to correctly prescribe the task so that no questions arise during the implementation process;

3. you cannot use outdated project documentation compiled 1-2 years ago by another vendor;

4. each stage should include deadlines and cost;

5. the project should be signed and be part of the contract.

It is at this stage that you need to prescribe the desired processes and functions. It is important not to overload the system with unnecessary functionality so that working in it is as simple and understandable as possible for each employee. Ultimately, you must clearly understand what you want from CRM in general and the developer in particular.

5. CRM installation and configuration

The most time-consuming and labor-intensive process.

During it, you need to:

- create an admin account;

- create sales funnels for each business process;

- configure funnel stages;

- create users and grant them the necessary access rights;

- link email and synchronize it with the CRM.

Depending on the specific case, this list may be expanded. It all depends on the requirements of each customer. In addition to technical settings, it is important to work on sales plans, regulations, scenarios, drawing up sales plans, and training personnel.

At this stage, you need to automate each step of working with the client - from receiving an application to generating reports. An action algorithm with recommendations should be prepared for each stage of the sales funnel. If these actions are successfully completed, the application that the client left in the online store will be registered, assigned to a separate manager, converted into a deal, and go through five stages of the sales funnel.

6. CRM integration with third-party services

Integrations greatly simplify work in the system. When all the tools are collected in one place, managers will be able to process applications much faster.

What integrations are needed:

1. Telephony. During an incoming call, a client card will appear in front of the manager. If the client is not yet in the database, the CRM will offer to create a new card. In addition, the system can record telephone conversations. Thanks to this, the manager will be able to assess the level of work of each manager.

2. Messengers. Orders for goods/services often come from messengers. This is a popular platform for communication and doing business. Integration allows you not to waste time tracking various messengers. Received applications can be viewed in CRM.

3. Mail. Thanks to this integration, correspondence with the client can be carried out in the deal card. The history of communication will also be stored here.

4. Website. Just as in the case of messengers, applications will come from the website directly to the CRM. In parallel, customer cards with all contact details will be created.

5. C1. Allows you to create orders by pressing just one button, and issue invoices directly from corporate software.

If you decide to install a CRM system, find out from the developer if it has ready-made integrations and how easy they are to connect. Today, there are practically no modules that cannot be integrated with programs and sites. At a minimum, telephony and mail are available in every system on the market.

7. Staff training

As a rule, each department needs to learn to work with a certain set of functions. Salespeople - with customer cards, processing applications, reminders, sending commercial offers, etc. Marketers - with built-in marketing tools and analyzing their effectiveness. The manager must learn to set tasks, monitor the quality and speed of their implementation. Half of the success of employee training depends on how involved the boss is in the process.

There are developers who offer to implement CRM and train staff for an additional fee.

What are the advantages of this solution:

- individual training;

- formation of a system of values in the team;

- working out objections and wishes;

- interesting tips and life hacks;

- speed and clear presentation of the material.

Whether it is worth entrusting your team to outsiders is up to you to decide. Sometimes you can’t do without the help of specialists. But there are situations when it is better to save the budget and direct it to a more useful direction.

8. Operation

As the business develops, the CRM system should change and supplement its functionality. New functions will allow you to take sales and revenue management to a qualitatively new level. Business processes also do not stand still: new employees, lead sources appear, sales plans are updated, gaps arise, etc. A once convenient CRM will cease to correspond to the company's processes after some time.

As a result:

- the team will work not as it should, but somehow;

- current business processes will be disrupted;

- the platform's usage regulations will not be followed;

- errors will accumulate that will interfere with the high-quality performance of tasks;

- employees will stop using the system altogether and switch to more familiar files and tools.

What can be done to prevent such chaos? First, allocate a responsible employee who will monitor the compliance of the functionality and manage changes. Second, take into account the opinion of all employees, collect feedback and thoughts.

Many developers offer a paid support service. It is not cheap, but these investments are always justified. After all, there are no problems with the system and you don’t have to look for extreme ones.

When operating and scaling a CRM, you need to think not only about the business, but also about people. If employees have difficulties with their work or understanding the functionality, their opinion cannot be ignored.

Now you know about the reasons for implementing CRM, the stages and pitfalls. We are sure that with the Ventra-CRM system for automating water delivery, there will be no difficulties!

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