Most companies require that you justify the need for a new system before you make a purchase. Building a case for CRM provides the necessary background information to help you define the need, justify the cost and demonstrate the value of the investment.

Elect a core team

Establish a core group of individuals dedicated to driving the CRM project to completion. Before planning your strategy and implementation make sure your team includes a project leader and project managers to oversee the functional divisions of your organisation – such as marketing, sales, customer service and technical departments.

Set your goals

Your team should have a shared understanding of your CRM goals. To achieve this, the core group should identify your organisations objectives, focus on processes that require re-engineering and discuss the appropriate courses of action.

Examine your current processes

Analyse your existing business processes from many viewpoints, to find out how they impact both your organisation and your customers. By evaluating your processes now, you can identify what’s working and what’s not and prepare to implement a new CRM system that emulates the most effective strategies for achieving success.

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