Like any business, acquisition and implementation project of a management customer relationship systemA�it is not something to be taken lightly not a work of one person. Since, this is not an exercise in “do it yourself” is more than obvious that we need to seek guidance. Such guidance can be found in the experts in this field because like any other branch of technology, applications and CRM systems have professionals who devote their efforts to guide those who wish to include these programs in their companies.
But how can we choose the right CRM consultant? And is a bad idea choosing for ourselves anyone claiming to be professional in the field. It can be a risk. After all, many people have tried different customer management programs in the market but that does not make them experts in the field, which do or say to be many. Therefore take the first advice that CRM advisors give us before giving details of its work, the notify us, why do it and we will.
We must pay close attention to this because many have begun a career of scams making advertising skills they claim to have in such programs and leaving their customers without the money. Plus, the frustration of going through it and with the same problems at the beginning. So what should we do?
First and before seeking any advisor what we should do is capture in our own physical planning. Points as what we want, what we intend to achieve, as how is our company and our way of working, what changes can be made, which part of the previous strategic planning will be done to then consider implementing a CRM system.
By knowing the alternatives that we can take, that means we have to update ourselves and what is the outlook of our company will pass to the next step. This involves weighing the information we have against what a customer management program can offer. Points such as: when you can install the software, when we can implement changes that are needed, what are the short and long term goals, objectives to implement and if the alignment between CRM software and CRM strategy necessary is possible.
In answering these questions and be sure that we can with all this workload and are willing to overcome the difficulties we enter what really requires counseling, costs and implementation of the analysis in the process of acquiring the CRM system . All these steps are necessary because once we are aware of what we can do, what we need and what we seek with difficulty be deceived because we already have a general idea of our company and CRM systems.
The work of the CRM Consultants
The work of these CRM specialists ranging from budgeting for the project to the quantity for the implementation, maintenance and system upgrades. Usually this information in the form of a letter from the project. This letter detailing the reasons for choosing one or the other system responsible for overseeing the project by the company. This letter will share the strategic reasons for there to be a change in the software and then launch the criteria to be measured to assess the success of the project.
From there, they put all the information in a document Request for Proposal (RFP), specifying the user experience to theoretical and technical level, their way of updates and industry considerations.
All this based on the information already collected by us first and at the end of this step. As the scope of services desired and the type preferred, such as time and materials, fixed price (for fixed field) or the potential cost / benefit agreement – the parameters for the consulting services contract are decided.A�In many cases the customer is usually who raises the RFP. Thus only remains of the advisory verify the information that arises to the project managers.
Advised practical level
What it is usually explained simply paperwork. For these tasks anyone could think that it is unnecessary to an advisor, but that’s not all they can do for us. His extensive technical skills and a package of complementary practices consulting and business process reengineering or change management are some of the things they offer us to fulfill their true advisory work.
Companies small and medium enterprises (SMEs) usually turn to systems integrators midlevel companies specializing in CRM (often called boutiques) and value-added resellers (VARs by its acronym in English) product software CRM . But this kind of A�CRM advisorsA�does not offer the same scale as professionals organized in consultancies. However, professionals generally provide a higher level and a more intimate relationship with customers.
All these things matter a lot. But it is probably best to start with a good combination of technical skills, focusing on advisors who are proven experts in the product of CRM software and technology of our choice. The latter can be verified by reviewing the recommendations of advisers carefully. And do not think that bigger is always better. If the consultant seems to be right for it charges higher prices not trusted, this does not mean that offers superior service.
You have to be open when it comes to factors like these and you have to explore that differences in size or price reanimate their commitment. We may also consider other factors, some consultants tend to be stubborn and authoritarian maybe that distancing who work with us, endangering teamwork and user adoption. See your business analysts and advisers in action. Look at the image of himself or the company he represents, talk to people who will be working on their own, and ask questions how are you:
- Has worked on similar bills? How many and what were the results?
- What are the advantages and disadvantages of a turning point against a gradual approach to implementation?
- What areas do you consider the areas of risk? What esla best way to mitigate these risks?
- Based on your experience with this type of project, What surprises we might find?
- What certifications have their analysts and consultants?
- How much experience have advisers who will be working on our own?
- How they promote their advisers the transfer of knowledge to our staff during the project?
- What if we realize that we do not make a good combination few months after the engagement?
- Have you ever been “fired” by a customer? Why?
- How are you different from other CRM consultancies and why should we hire you?
- What can you give us that do not provide their competitors?
- How will show you our return on investment (ROI) in clear and measurable terms?
Get a CRM Consultant
Finally, it is important to remember that the consulting organization as strong as the advisers who were assigned to the project. Get curriculums in advance and meet with advisers proposed to ensure that they have the skills, experience, and cultural alignment to lead their implementation or upgrade process to success. If you have done your due diligence, you should feel confident that it has identified a good combination and that has made a firm decision will contribute to a predictable outcome.