What is the business problem your CRM solves? Modernization of your legacy systems technology? More productive team members? Visibility into the customer life cycle? Compliance?
No matter what the problem our current and potential clients believe their CRM solves for them, one consistent truth is they have a “mature” or evolving relationship with their current CRM. This could even be classified as a love/hate relationship.
When evaluating the effectiveness of their CRM, we ask our clients, how do they measure engagement and success of their current system? A follow up question is what capabilities are driving agent productivity? Is the CRM facilitating those activities?
Some of the responses to these questions are astonishing. Many leaders, throughout a variety of organizations, do not know the answers. However, they are actively searching for ways to drive production, which at times may mean a removal of current tech, or even a “start over” approach.
After doing much research on this topic, my recommendation is that you enhance or “augment” your current tool box. It will likely be easier, cheaper, and less disruptive if you sew new capabilities into a familiar environment. Your users are more likely to use the software if you build it into a UI they are used to, rather than making them start again from scratch. In the tech world, this is referred to as a single pane of glass — a single flow for the user between various modules or applications.
The bottom line is, with some augmentation, your current CRM should further drive productivity. You no longer need to rip and replace your current tool set.
An augmented CRM can allow you to:
Identify the ones you have.
Identify the ones you need.
Find an organization that can do both.
Always keep the user in mind.
Fractured workflows = impact to productivity.
Provide a seamless user experience
Define what the experience should be like.
Understand the KPIs.
Measure adoption and utilization.
Track adoption against increase in production.
Engagement Life Cycle
Determine the life cycle of your applications.
Determine when to sunset an application.