CRM Implementation: The Only Guide You’ll Ever Need

O seu CRM é o centro da actividade, o local onde as informações sobre potenciais clientes e clientes são recolhidas e armazenadas, a principal ferramenta da sua equipa de vendas.

Se não está a ajudar a sua equipa a atingir os seus objectivos, a fechar mais negócios e a desenvolver relações mais fortes com os clientes, está na altura de mudar.

But CRM implementation is a big move. How do you know your team will like the new CRM? How can you choose a CRM that fits your business and your sales process? How can you overcome challenges and get your team up and running on a new CRM?

Não se preocupe: estamos prestes a guiá-lo através de todo o processo de implementação do CRM, desde a decisão sobre um novo CRM até à migração dos seus dados e à comprovação do sucesso da sua escolha.

Antes de começarmos, vamos falar sobre:

• O que é a implementação do CRM?
• 7 benefícios da implementação do CRM
• Gestão das relações com os clientes: da estratégia à implementação
• Desafios, falhas e riscos da implementação do CRM a ter em conta

O que é a implementação do CRM?

A implementação do CRM é o processo de escolha, compra, configuração e utilização de um novo sistema de CRM. O processo começa quando começa a procurar activamente um novo CRM, passa pelo processo de decisão e compra e termina quando tiver migrado com êxito os seus dados e toda a sua equipa estiver a utilizar o novo CRM.

‎That CRM your team is currently using is only slowing them down. No one is updating their information or adding important deal details, and you’re never quite sure exactly what’s going on in your team’s sales pipeline.

Este é o início do seu projecto de implementação de CRM - reconhecer que existe um problema e preparar-se para o resolver.

Depois de ter optado por um novo software de CRM, terá de o preparar para ser utilizado pela sua equipa. Isto inclui a configuração de personalizações, integrações de terceiros e automatizações. Por fim, migrará os seus dados do sistema antigo para o novo e configurará os seus utilizadores.

Este é o significado da implementação do CRM (em poucas palavras).

‎7 Benefits of CRM Implementation

Começa a interrogar-se se o seu projecto de implementação vale o trabalho que vai dar?

Confie em nós: o CRM correcto vale o seu peso em ouro.

Whether you’re moving into a real CRM software from a messy Excel spreadsheet CRM, or switching to a system that fits your team and sales process better, here are the top 7 CRM implementation benefits you’ll see once you finish:

• Collect and retain better customer information: When all your data is stored in the same place, it’ll be easier to access for the whole team, giving everyone the right insights into buyer behaviors and customer needs.
• Get a better view of your sales pipeline: Ever wonder how much work your reps have on their plate, or where exactly each deal stands? Switching to a CRM system with a built-in pipeline view gives you a visual take on your whole team’s situation and workload.
• Effectively automate repetitive tasks: Most modern CRMs include built-in automations that allow your team to focus on what they do best: selling.
• Improve key sales metrics like CAC and sales cycle length: When your CRM helps reps work more productively, you’ll see shorter sales cycles, lower customer acquisition costs, and (of course) increased revenue.
• Build better relationships with customers: Improved customer data equals deeper relationships with your customers. When your CRM works right, you’ll be able to dazzle your prospects and customers (plus increase retention rates and LTV).
• Improve your forecasting skills: Forecasting for future sales is all about knowing what’s going on right now with your team. Switching to a CRM with updated reporting helps you see what’s happening now and more accurately plan what will happen in the next month or quarter.
• Help your team collaborate better: Visibility is key to collaboration, especially if you’re managing a remote sales team. Implementing a CRM that keeps data visible and highlights features for collaboration will help your reps work better as a team.

Customer Relationship Management: Going From Strategy to Implementation

Então, o que envolve exactamente a implementação de um novo CRM? Eis uma antevisão da estratégia que pode utilizar para implementar um novo sistema CRM para a sua equipa:

• Make use of support and customer success resources: Whatever CRM you're switching too, they probably offer some kind of support. Find a POC and ask them how they can assist you with implementing their CRM effectively.
• Clean up your sales data and process: A new CRM is useless if your data and process aren’t updated and ready for your team to use. Spend a few hours cleaning up your data early on, and you could save weeks in the CRM implementation process down the road.
• Set up team training on the new system: Training your team is essential to their success. Take advantage of any training from the company itself, or find tutorials from current users online.
• Start migrating your data: Start small to see how the migration process works.
• Set up customizations and integrations: Build your sales pipeline, email templates, lead lists, and third-party integrations to get the most out of the new system.
• Test the new system with your team: Working together to test and play with the new system will get your team excited about a new tool.
• Finish the import: When everything is set up and ready to go, it’s time to migrate the rest of your data and delete the old system.
• Track and report on your results: Success metrics could include increased outreach rates, a shorter sales cycle, more opportunities created, and higher conversion and close rates.

Desafios, falhas e riscos da implementação do CRM a ter em conta

Tal como acontece com qualquer grande aquisição de software, existem desafios e riscos envolvidos na implementação do CRM. Estar ciente desses riscos e preparar-se para eles com antecedência pode ajudá-lo a facilitar o processo:

• Going over budget: Budget is a big deal when you’re getting approvals for a software purchase. Some CRMs will hide big data migration fees,onboarding costs, or charges for exceeding usage limits meaning your budget is larger at the end than you expected.

Pro Tip: Don’t get burned by hidden migration fees. Talk to the friendly sales team at Close about how we can help you migrate your data with a transparent pricing structure. Book a demo.

• Going beyond your timeline: Timing your implementation correctly is important since you don’t want to get stuck paying for two CRM systems during a slow migration.
• Getting stuck with a steep learning curve: If your new CRM is complicated to learn and use, you could face much lower productivity across the sales team until they’re onboarded and updated on the new system.
• Low adoption rates: Another risk if you choose a CRM that’s too complex—your reps won’t want to use it.
• Inability to scale over time: The right CRM scales with your business as you grow. But the wrong CRM can stagnate growth with extra costs for the features you need.
• Missing out on essential features and integrations down the road: If your new CRM isn’t constantly being upgraded and improved, it will quickly fall behind the times and become more of a burden for your team.

Start Your CRM implementation off with a Good Plan

Ao definir objectivos claros, preparar-se para os riscos e construir um plano sólido, estará a preparar-se para o sucesso.

Ready to implement CRM the right way? Talk to the Close team and let us help you build a plan that works.