1. Plan Your Architecture
In evaluating solutions, teams should inquire about code bases, extension frameworks, and ease of customization. These factors will affect development opportunities and costs.
2. Map Your Business Process
In addition to identifying essential processes that the CRM system will manage, use the CRM deployment as an opportunity to fix processes that don’t work well. A CRM solution can help optimize customer-facing processes end-to-end, but it can’t fix broken ones on its own.
3. Map the Customer Journey
Planning should include an agreed-upon definition of the optimal customer experience. A comprehensive customer journey map will help you to identify gaps and opportunities to re-work existing processes and add new workflows.
4. Prioritize Opportunities
Work with department heads to develop revenue and productivity opportunities at every stage. Once opportunities are flagged, study them for the ROI potential, compare them, and prioritize CRM expansion accordingly.
5. Align Sales and Marketing
Align sales and marketing around lead qualification definitions. With these definitions in place, the CRM system can help you to reduce pipeline waste by automating certain lead scoring and tracking activities.
6. Define the User Experience
Work with department heads and front-line workers to discover the insights, prompts and functionality that they need based on their role. A CRM system can integrate endless functionality and data across sales and service functions, so the project team must guard against overloading users.
7. Determine Applications and Data
Determine what applications and data sources are needed to empower users and maximize workflow efficiency. Note that edge applications (such as CPQ tools, field service, or contract management), integrated inot a CRM can deliver more than four times the ROI of core CRM core applications.