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Sept. 14, 2021
Customer Relationship Management (CRM) is a technological approach designed to manage all your company’s relationships and interactions with current and potential customers.
A robust CRM system leverages data analysis to help companies:
Stay connected to customers
Discover new customers
Enhance business relationships
Streamline processes
Provide improved support and additional services
What is the Ultimate Goal of Any CRM System?
Every CRM project has two primary business goals:
Increase Revenue
Decrease Costs
By improving customer interactions and driving sales growth, the ultimate aim of a CRM system is to enhance profitability.
The Background
A healthcare company, Alum Pvt. Ltd., embarked on a transformative journey to move its customer relationship operations from a legacy CRM system to Microsoft Dynamics CRM. After thorough evaluation, the company partnered with an IT provider for the CRM implementation.
The Implementation Phase
The company’s business and IT teams worked closely with the partner, migrating legacy features to Dynamics CRM, conducting tests, and going live. Initial feedback was positive, and the system appeared to be functioning well.
The Problem
Within a week of going live, the new CRM system encountered a critical memory leakage issue. The system’s performance degraded significantly, impacting business operations. Despite numerous efforts by both the company’s internal team and the IT partner, the root cause couldn’t be identified. This caused severe business disruptions, leading to dissatisfaction among the company’s executives.
The Solution
AiDOOS stepped in to resolve the crisis. Upon analyzing the issue, AiDOOS determined it was related to the product itself and required expert-level knowledge of Microsoft Dynamics CRM at the product level. An AiDOOS SME with deep expertise was engaged, who quickly identified the root cause and resolved the issue within hours.
The Outcome
Impressed by the rapid turnaround and quality of work, Alum Pvt. Ltd. transitioned all CRM maintenance to AiDOOS, retaining only critical feature development in-house. This shift reduced their CRM maintenance costs by over 40%.
Implementing a CRM system is only part of the journey. Ensuring success post go-live is equally critical. Here are ten steps to guide you:
1. Define Goals
Clearly articulate the goals of your CRM implementation. Whether it’s improving customer retention, streamlining sales processes, or enhancing data insights, tracking these goals ensures alignment with business objectives. Adjust goals based on outcomes to refine your strategy.
2. Promote Adaptability
Introducing a new CRM system requires change management. Employees must adapt to the new platform, which often meets resistance. Invest in training and highlight the long-term benefits to motivate teams.
3. Leverage Leadership Advocacy
Strong support from top management, such as the CEO or Managing Director, amplifies the importance of CRM adoption. Their endorsement encourages organization-wide commitment.
4. Review and Refine
Post go-live, compile user feedback to create a list of revisions and improvements. Regular reviews help ensure the system meets business needs and supports user requirements.
5. Plan for Phase II
Establish a roadmap for future CRM enhancements. Engage a steering committee to oversee planning and budgeting for subsequent phases, which could include advanced features or integrations.
6. Prioritize Data Management
Perform routine data governance activities, including cleaning duplicate records and maintaining data quality. Establish account hierarchies and enrich missing data to optimize the CRM’s utility.
7. Enhance User and Customer Experience
Monitor how users interact with the system and evaluate customer satisfaction. Insights gained here can drive improvements in both user engagement and customer service.
8. Provide Ongoing Support
Ensure a dedicated support team is available to address user issues promptly. Proactive communication and swift issue resolution build trust and enhance adoption.
9. Terminate Old Systems
Decommission legacy systems to prevent users from reverting to old methods. This step reinforces the commitment to the new CRM.
10. Implement Reporting and Communication Mechanisms
Create reports to monitor CRM usage and identify inconsistencies in data maintenance. Use this data to enforce unified processes and improve system adoption.
AiDOOS introduces the concept of Virtual Delivery Centers (VDCs) to revolutionize CRM management.
Expert Access: Gain access to global SMEs with deep CRM expertise.
Efficient Operations: Streamline task assignment and management with AiDOOS’ AI-driven platform.
Cost Savings: Pay only for completed tasks, eliminating overheads and ensuring budget efficiency.
Seamless Scaling: Adapt resources dynamically based on project needs, avoiding the challenges of traditional hiring.
VDCs empower businesses to maintain high-quality CRM systems without the burden of managing in-house teams or vendor contracts.
Are you ready to simplify your CRM management and reduce costs? Join AiDOOS today and leverage the power of Virtual Delivery Centers to ensure a seamless go-live and long-term CRM success.
