Chapter 3
Implementing CRM
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In this chapter, I broadly cover the role and importance of CRM Admin to ensure smooth adoption and utilizing CRM to its full potential. The Selected CRM Admin should be someone within the company who will be responsible to communicate with the CRM vendor. This chapter suggests identifying a person in the company who will take the role of CRM admin and supports the Leaders. The CRM Admin should be aware of organizational goals and should practice the five fundamentals of enabling CRM implementations:
- Planning – Decide the expected results from CRM after discussing it with team members and set clear detailed benchmarks and goals.
- Setting the process – Decide on the processes that are to be managed by the CRM platform. It’s better to consider redesigning the process around the new CRM to take maximum benefit.
- Training – CRM admin will be responsible for training the team, CRM vendor will provide training for the software but CRM admin will provide taring for the process.
- Monitoring – It is necessary to have a CRM admin to supervise whether the CRM is being used effectively & efficiently.
- Coaching – Coaching helps in enhancing the person’s skill while training is transfer of knowledge. It is obvious there would be still some confusion and gaps, this confusion and gap will require coaching.
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