CRM Best Practices

Customer Relationship Management (CRM) implementation can significantly impact the way a business manages its relationships with customers and can be a critical success factor for an organization. With numerous benefits and ever-evolving features and integrations, it’s no wonder 65% of small and midsize businesses (SMBs) adopt a CRM within their first five years. As with anything else, there are challenges, especially during initial implementation, but there are steps you can take to avoid known issues, and keep your system running efficiently. 

Common Pain Points

1. Scalability
2. Lack of Customization
3. User Adoption
4. Workflow Inefficiencies
5. Lack of Training/Support
6. Disorganized Data Entry

Best Practices

1. Define clear objectives
   Clearly defined objectives help set the direction for CRM implementation as well as platform selection. Whether it’s improving customer service, increasing sales, shortening the sales cycle, or enhancing marketing efforts, having specific goals provides a roadmap for the project. 
2. Choose the right platform
   Every business is unique, and has its own set of requirements. The right solution for your business is one that can scale as your business grows, and fits your needs based on industry, size, and objective. If you want to know more about which platform may be right for you, check out this post.
   Helps Resolve: Scalability, Lack of Customization
3. Consider end-users in the planning stage, and define a User Adoption Strategy
   The system is only valuable if people use it. When planning a CRM implementation, remember your team needs to be able to use your chosen system efficiently. The CRM system should be user-friendly, and relevant to users’ tasks.
   A properly defined User Adoption Strategy is invaluable to the success of your CRM. This should be a structured plan that guides how an organization introduces, educates, and supports its employees in using CRM software effectively. BlueJack can help develop a user adoption strategy that fits your needs!
   Helps Resolve: User Adoption, Lack of Training/Support. 
4. Consider mobile access
   Many CRM systems offer a mobile app or at least a mobile-friendly online interface. With the ubiquity of the smartphone, a mobile-friendly CRM can be a major contributor to accessibility and productivity, especially with an ever-increasing amount of remote workers. Consider if this should be a requirement in your selection process.
   Helps Resolve: User Adoption
5. Prepare and maintain your customer data
   Poor data quality can lead to inefficiencies and inaccurate insights. It’s best to prepare your customer data pre-implementation/migration, in order to avoid inaccuracies, outdated information, and duplicates caused by data silos. With your CRM system up and running, implement processes for regular data checks, updates, and removal of redundant or irrelevant data.
   Helps Resolve: Disorganized Data Entry, Workflow Inefficiencies
6. Emphasize Data Entry Accountability
   Among CRM users, there is an adage of implementation: “if it is not in the CRM, it didn’t happen.” This means that all customer interactions, whether it’s a sales call, a customer support case, or a lead generated, should be recorded in the CRM system, in order to ensure data accuracy, providing a single source of truth, thereby enhancing customer relationship management. This is something all managers should emphasize with their sales and support teams, as failing to do so could result in missed opportunities, ineffective reporting, wasted resources, and in some industries, compliance risk.
   Helps Resolve: Disorganized Data Entry, Workflow Inefficiencies
7. Maintain proper documentation
   It’s important to have comprehensive documentation about your CRM system, especially in cases of customization, for troubleshooting and training new users. Many of the leading CRM platforms offer some form of user knowledge bases, and at BlueJack, we make sure to always provide detailed documentation of any custom development.
   Helps Resolve: Lack of Training/Support
8. Leverage custom development and automation
   Utilizing custom development and automation within your CRM system can be a game-changer. Customizations tailored to your business needs and automated workflows can streamline processes, improve data accuracy, and enhance the user experience. BlueJack specializes in creating custom CRM solutions that align precisely with your unique requirements. This not only boosts system efficiency but also simplifies daily tasks, reducing the risk of manual errors and data inconsistencies.
   Helps Resolve: Workflow Inefficiencies, Lack of Customization, Lack of Support

Conclusion

Ultimately, the success of any business software isn’t necessarily dictated by the software itself – but by how effectively the CRM platform implements your business rules, your workflows, and supports your business needs. The right CRM system, supported by well-informed practices, can transform your organization. Embracing these best practices can help you sidestep many of the common CRM pain points, so your business can benefit from all CRM software has to offer. 

If you find yourself unsure or in need of expert guidance to implement these best practices, contact us. We’re always happy to help, and ensure you get the most out of your CRM investment.