Sometimes you have a way to solve business problems, but your management would not listen. Enterprises in the part of the staff also are working on, these people have tried to pull into the CRM project investment, and want to support the implementation of the system from a colleague, but ended in failure. Leaving their dismay, they realize that if there is no effective CRM solutions, their ability to raise the standard of performance will be limited. So, unless you have a reliable CRM project applications (value analysis project justification or project), or your boss may not approve of this investment. Namely:
• Why should we carry out?
• be able to solve any problem (or meet what needs)?
• What are the benefits you can bring to the organization?
• core strategy and the organization's fit?
Some detailed analysis of demonstration projects may also include: comparing alternative, a rough estimate of the project's output, time and cost, project ideas and so on.
Therefore, you can follow these steps to put forward a compelling CRM system project feasibility studies.
Determine the business problem you want to solve:
This step is aimed at a particular need to address the issues raised in the statement, because it will hinder business growth. These questions form the basis of statements made your CRM system implementation of the project justified.
First, answer the following questions. If you answered yes to these questions is "no", then this is the problem you want to solve.
Sales representatives:
when replying to a potential customer's mail, your e-mail from your client to see transaction details it?
Do you have a can easily collaborate with other team members of the group mailbox?
Do you share your calendar without having to play through telephone tag, allowing customers to easily select your meeting time?
Are you able to get documents signed within a few minutes without the need for printing and delivery?
When a customer is an important event, you get real-time updates?
When a contact idle for more than a certain time, you will receive an alert?
You can set a reminder to follow up notification when not in the office?
Sales Manager:
? Do you know what time because the sales pipeline has overflowed and you expand your sales team
, you can easily generate reports data perspective do?
Do you have a dashboard display your team sales pipeline, opportunities, and the amount of risky opportunities?
You know the last quarter of the number of sales you lose it? Why?
You know what the performance of sales representatives is higher or lower than expected right?
can you list all inactive last week the deal?
you can quickly track sales activities on behalf of specific clients / potential clients do?
If you have a sales representative leaves your company tomorrow, do you have that they are dealing with customers all the information it?
Marketing Representative:
potential customers that you can quickly segment has similar characteristics to send targeted messages?
Can you establish a drip marketing campaign, allowing you to develop high-value-based behavior through different sequences clue? (E-mail is an effective drip marketing personnel in accordance with the timing and order, issued a series of pre-written e-mail to subscribe to date as a starting point, each user will receive a series of e-mail in the same order. in contrast, e-mail newsletter is sent to all users at the same time.)
You can according to their identity and the way they interact with you as your clue you score?
your clues rating also takes into account whether your potential customer engagement in e-mail, chat, telephone and website channels?
when a potential customer at any mention social channels and when your brand, you will receive a reminder?
Marketing Manager:
you automatically get from your site leads to a CRM system?
Do you know what your customer base is to do?
• most representative of your sales leads in?
• How much will customers the opportunity to buy it from you?
• most customers buy from you are here?
you can interact with you and they give you a clue to the way it scored according to their identity?
can you segment your leads and customers, to they send targeted activities?
do you know which marketing activities received the highest level of engagement and conversion rates do?
marketers easy to sell when the leads to the sales team ready?
Can you send surveys to obtain feedback such as NPS (NetPromoter Score Net Promoter Score) and the like?
In addition to e-mail or copy shots, do you have any way to sales leads information to clients?
Customer service agent:
you can view the most recent chat, case, phone while viewing the case, without having to click or go elsewhere?
Do you have a system providing accelerated response to the recommendations of?
Can you send a key common problems canned response?
Do you have a complete customer purchase history to answer their questions?
After a case is resolved, you can automatically request customer feedback it?
Whether the customer requests are distributed to the correct proxy?
Can you quickly upgrade high-priority queries to ensure quick fix?
Customer Service Manager:
You know how many customer service issues each of your customers in the past have it?
Do you know your team members to resolve the number of cases every day?
Can you quickly identify process bottlenecks?
Do you have the appropriate processes to ensure SLA (service level agreements, service level agreement) compliance?
can view information across teams each contact or transactions, including notes, telephone and scheduled tasks?
Especially for senior managers, probably out of touch with the customer touch point, and the service may be delivered in real pain point of lack of awareness of the customer, especially in the poor quality of reporting current situation. If you can get experience and policy makers recognize the problem, they can put these issues into every manager wants to solve the problem - the high churn rate, low-trail conversion rate and rising service costs.
After determining all of the above issues, building state the problem. Detailed description of the problem statement helps identify key audiences and high-level requirements of the solution. Effective problem statement should include:
• the problem
• Business section affected by the problem. Such as: team productivity, customer experience and teamwork.
• How to describe the impact of these issues are part of the business
Example Problem Statement: Our sales team takes a lot of time to update the data on spreadsheets to manage sales activities. If the update is not done in real time or recording accident update, the sales representative will be incomplete or incorrect use of customer data. This process is inefficient, woeful.
Stated goals you want to achieve
To get the most from CRM project, you must set clear goals. Every business has its own goals. Especially when the benefits of senior managers and directors have realized that the use of CRM systems, but does not believe that the entire organization can accept CRM, it is looking for key indicators. For example, a company wants to provide better customer service to more than 5% of your customers, and other companies want to improve the sales process to complete the transaction 10 times. So analyze your business and prioritize them as needed. CRM system worth pursuing several objectives:
• reduce customer acquisition costs
• shorten sales cycles
• Improve customer satisfaction
• Reduce case resolution time
• reduce operating costs
• Increased sales lead conversion rates
• Get complete visibility into the sales pipeline
• Reduce management and repetitive manual tasks
• create highly targeted customer marketing lists
Of course, if you are able to immediately demonstrate ways to measure these indicators, and specify who is responsible for the use of CRM to achieve improved results, which will apply for your CRM project to increase the advantage. Business intelligence reports and key performance indicators is important for senior management. One useful method to promote the CRM project is to identify the key indicators demonstrate ways to measure indicators, and pointed out that staff responsible for using CRM to improve performance.
In addition, when persuaded by high-level CRM system which can achieve the goal, you can make high-level policy makers and industry peers have successfully implemented CRM system to talk. If they can see the competitors, consultants and business partners to gain an advantage from CRM, that will help you build a more convincing case.
Create a CRM system requirements list
Now that you have a good understanding of the problem you want to solve and the goals you want to achieve through CRM customer relationship management systems, to list them all and determine priorities. The following is a list of requirements typical CRM system:
So that each user demand CRM sort the list by priority according to their specific needs. Once all team members presented their demands rankings, will summarize the results.
OK budget
在查看CRM软件预算时，需要考虑3个核心成本组件:软件成本、支持成本、配置和定制成本。
• 软件成本：软件成本是最容易预算的，因为它几乎是静态的。市面上大多在线CRM系统按固定的月度或年度价格定价。您还会找到几个满足小型，中型和大型企业需求的计划。
• 支持成本：用户培训、实现支持、有时需要一些咨询费用。
• 配置和定制成本：CRM项目的最大问题是需求蠕变（也称范围蠕变。在项目实施过程中，我们经常会产生一些新的点子，如果需要将新想法（新的功能/需求）加入到项目的设计/开发进程中，最后项目理所当然地产生变动，决定功能/需求的范围层受到影响）。CRM系统有助于解决公司的业务需求，但业务是在动态环境中运行的——操作环境不断变化，影响业务流程和决策。因此，随着配置和定制需求的更改，成本可能会增加。
除了这些核心成本之外，还需要考虑的间接成本是在实施阶段对员工生产力的影响。一个完整的CRM客户客户关系系统实施周期可能从几天到数周不等，这取决于资源的可用性和系统的复杂性。
现在，您的业务问题、想要实现的目标和功能、预算都已经确定了。针对目前市面上有这么多的CRM长沙及解决方案，很容易构建一个几十个选项的候选列表。但决策者没有时间从多个CRM软件厂商中进行筛选和选择，所以如果您希望得到一个积极的结果，请事先进行初步调研和考察，并最终递交不超过5个以上的CRM解决方案，以缩小选择范围。
常见的问题和疑惑
很多企业在投资新技术和经历变革的过程中，总是会犹豫不决。这里有一些常见的疑惑：
CRM系统只适用于大企业：没有一家企业会因为规模太小而无法实施crm系统。如果你的目标是更好地销售和与客户沟通，那么您需要一个。
我们目前的系统运作良好：对于组织中的许多人来说，变化可能会导致挫折和压力。因此，请说明当前系统的问题以及切换到crm软件以获得支持的好处。
CRM is difficult to learn and use: Most crm software is designed to be intuitive and easy to learn. You can always get free support in case you get stuck
CRM is very expensive: a cloud-based CRM saving hardware and installation costs, while allowing you to access the system from anywhere crm.
CRM implementation is a time-consuming process: In most cases, you can immediately log in and start using the application. As enterprises common to most applications, then within a few days or weeks to complete the deployment and operation.
I want CRM one step: In addition to ensuring CRM strategies and technologies to adapt to long-term needs, but to show how to achieve short-term gains is crucial. Successful CRM projects usually from initial deployment to a small number of high-priority team started, CRM technology which enables them to quickly optimize processes and achieve rapid improvements. Once established early results, there is a solid foundation for CRM will be extended to other areas of the business. We have long been recommended CRM system uses a phased implementation, this is the best way to quick start and the early results achieved, which will further investment in future stages of CRM to provide protection.
Financial reasons and return on investment
Interesting fact: According to a study by Nucleus Research, on the implementation of CRM every dollar spent, it can bring up to $ 871 in sales.
ROI pure financial terms have a precise definition. This is just a comparison of investment and returns. However, since the CRM customer relationship management system results involve some non-financial benefits, accurate ROI calculations can be tricky.
CRM return on initial investment is hard to quantify, but in the long run, increase sales, improve employee productivity, improve customer retention and reduce operating costs is undoubtedly worth it.
CRM project feasibility studies and submit the draft
Create a compelling demonstration project using all the data collected and submit recommendations to management for approval. Use the above steps to make your management to accept the CRM software, you will soon be able to build better customer relationships.
Please indicate the source: Yihai software ( http://www.frensworkz.com/ )