Now you have a project team you need to define the scope of your project, identify the key requirements and define your business processes.
Thinking about the logical areas of your business operations should provide a framework for this activity. For example:
- Lead Generation & Management
- Customer Communication
- Opportunity Management
- Pipeline Management
- Sales Order Processing
- Customer Fulfillment
- Supplier Ordering
- Customer Enquires
- Trouble Ticket Management
The adoption of a new CRM system can be a great catalyst for the adoption of new processes. In many cases ‘the right process’ is the one that is easiest to implement, assuming it provides the metrics (for your reports) and controls that you need.
This planning doesn’t need to be complex, but it does mean having a common understanding about how your business is run.
A good question to ask is: “Does everyone in the business have a consistent view on how things should be done?” Questions like:
- What are the criteria for converting a lead into an opportunity?
- What are the stages of our sales cycle?
- When should we forecast a deal?
- How do we manage support cases?
- How do I sign-up a new customer?
If we are helping you with the implementation we would typically hold a requirements gathering workshop to capture all this information.