One of the most frequent questions I often get and hear from people is "Do I need CRM software?"(Right alongside "Jeff, how many pairs of shoes do you own?") For the latter, the answer to that is a very metrosexual 68 pairs(I am not a certified metrosexual). Before we begin this discussion, its best to really understand what is a CRM software since I know that there are people who do not understand just what Customer Relationship Management software is all about.
"The generally accepted purpose of Customer Relationship Management (CRM) is to enable organizations to better manage their customers through the introduction of reliable systems, processes and procedures for interacting with those customers.
In today's competitive business environment, a successful CRM strategy cannot be implemented by simply installing and integrating a software package designed to support CRM processes. A holistic approach to CRM is vital for an effective and efficient CRM policy. This approach includes training of employees, a modification of business processes based on customers' needs and an adoption of relevant IT-systems (including software and maybe hardware) and/or usage of IT-Services that enable the organization or company to follow its CRM strategy. CRM-Services can even replace the acquisition of additional hardware or CRM software-licences.
The term CRM is used to describe either the software or the whole business strategy (or lack of one) oriented on customer needs. The main misconception of CRM is that it is only software, instead of whole business strategy."
- Source: Wikipedia.org - http://en.wikipedia.org/wiki/Customer_Relationship_Management
In essence, CRM isn't just purely software, rather is a culmination of software systems, hardware infrastructure, and people management to effectively ensure that the very needs of customers are met. At least with CRM 3.0, we can help try to take the pain out of the software aspect to let you focus on the other aspects of CRM.
To answer the question of whether one needs a CRM implementation I often point back to a few items to help attendees realize if they do indeed need a CRM software at all? Definitely among the first thing to consider is the size of your company. Perhaps your company has only 5 employees and 3 PC's; and all you really need is a system to help you keep track of your customer transactions and information. If that's so, perhaps you might want to consider Business Contact Manager, which is designed for the smaller businesses. http://www.microsoft.com/office/outlook/contactmanager/prodinfo/default.mspxBusiness Contact Manager(BCM) gives you basic features such as organizing customer data in one convenient location, the ability to route incoming email and outgoing email to a specific contact/account, and most importantly the ability to share out customer information to 5 concurrent users. These are some of the features you can expect, and if it sounds enticing to you definitely want to check out a webcast.
Okay, so maybe you dont' fall into that category of a small business, so then what's next. What's the next question we can start asking to find out if we need CRM. If you've tried BCM and you find that you've outgrown the capabilities of it, then perhaps its time to start thinking of CRM as a viable soluotion. Equally important to consider is if your company is big enough to support the weight of CRM and if its actually something that can fit into your business. It's not like BCM where you can install it and go. You need to find a Microsoft Certified Partner to come and install it for you to make sure everything is rocking fine. Hence, do your research, look at the size of your company(anything over 15 people should consider it) and think about what needs do you have for your business.
Now, if you do take the CRM path, consider the fact that CRM is a very customizable piece of software. Since no two businesses are the same, think a textile company obviously has different needs compared to say a construction comopany, that being said, customization features in CRM 3.0 can be used to fit the needs of your specific business. Hence, I encourage you to talk to your local partner and see what fits you the best. http://partner.microsoft.com
If you want to find out more info, take a look at a local CRM launch that is coming to your local big city. Since I'm in Northern California, we have two events coming up and the information is right below.
Bay Area CRM Launch Tour Dateshttp://www.crmlaunch.com
February 7thThe Fairmont - San Francisco 950 Mason StreetHotel San Francisco California 94108
February 9thWestin Santa Clara 5101 Great America ParkwayHotel Santa Clara California 95054
- Jeff