Peter is highly experienced with the CRM platform but crucially, blends in his many years of commercial, consulting and training experience to target the specific skills that our client required to enhance their CRM experience.

Adam Spurr, Zero2Ten

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4 reasons to use CRM from day 1 of your new business

Implementing Dynamics CRM at the earliest stage of your business can assist with a lot of the early activities associated with a busy start up. It will also help getting your company into a client centric model at a time when you are focussed on creating the right processes for success. CRMKnowledge has a great deal of experience helping new startups and specific services to make sure they are well skilled and knowledgeable with the technology.

So, you’ve just started on the road to achieving your dream by getting your startup company moving. The work load is immense, the working hours are long, the decisions are all big ones and there is a lot of parallel activity both in terms of administration and in terms of acquiring and managing customers. So, why on earth would you want to throw a new technology into the midst of all of this frenetic activity? In this short article, we’ll explain exactly why and hopefully you’ll agree by the end of this that now is exactly the right time to get started with a Customer Relationship Management tool and actually you can’t afford not to do this now.

Reason #1: One thing that a CRM implementation (even a vanilla / out of the box solution) will help you with is to keep track of the essential activities you need to keep an eye on – namely, those directly involving your customers. For example, that appointment you have next week with a fantastic new prospect – is it in the diary, can you see it on your smartphone, your tablet, do you have the address and the company details – what about a map? Or perhaps, that key supplier call you need to make on Friday afternoon – if you don’t get the stock, credit, samples, then those key deals will be in jeopardy. Where CRM can help here is to ensure that you capture the details of your customers (and potentially suppliers) once and you then link your activities to those customers and track them through the usual channels (Outlook, smartphone etc.). What’s equally important is that you will immediately start building up your customer activity history and can check back quickly and easily in the future without resorting to raking through email inboxes or worst still hand written notes! So, in short – CRM can help you keep on track at this critical time and keep your focus on the essential customer relationships.

Reason #2: Like most new businesses, your customers or clients will be at the heart of what you provide. However, it’s very easy for the customer not to be at the heart of your systems as spreadsheets, email folders and documents become repositories for critical customer information and processes. With a CRM instance available from day one, you could be building your customer data repository, tracking activities and building customer centric processes in one easy to use and easy to get to technology solution. For example, with an out of the box CRM online solution we can be tracking leads, opportunities, activities and service incidents from our smartphone, our tablet or our desktop pc whether we are in or out of the office. This will naturally lead to consider what customer processes could and should be built using CRM rather than external tools.

Reason #3: Microsoft Dynamics CRM offers the ideal technology engine / platform to build out customer processes from. Out of the box, CRM offers core processes to move a client from prospect to buying customer through easy to use graphical business flows. Beyond this, the platform offers easy to manage configurations and customizations to extend the model – so perhaps, you need to track demonstrations, record project details, property details. But the key to building a powerful solution is to make sure that the core customer model and activity tracking is in place first. From there you will better understand your customer journey and all the key interactions required to model out CRM. Avoid the temptation to build out CRM too early with lots of functionality – better to get working with the core model, understand what is available and then identify where you need to extend. The last thing you want to do is to build something only to realise that the system had something already that you could have worked with.

Reason#4: In many years of experience with CRM projects – both big and small – I am always struck by how rare it is for organisations to get up and running with the basics of CRM quickly and effectively. Too many organisations try to build a complete solution and waste a significant amount of time in which users could be driving business benefit from the core structures in CRM and learning how best to model the platform for the future. My advice to smaller companies would be to get going with contact and organisation relationship management and try out the related components (like leads, campaigns and opportunities) out of the box. In the meantime you can start designing for the future while in the background your users get accustomed to working with a client centric technology solution.

So, it all makes a great deal of sense. But it isn’t something to be taken on with little or no support. That’s where we come in. Our independent, objective and cost effective service crmtrial2live will provide you with all the training, mentoring and support you need to get you up on your feet with Microsoft Dynamics CRM. Give me a call on 079801 75553 or drop me an email at peter.clements@crmknowledge.co.uk.

PETER CLEMENTS
DIRECTOR
CRMKNOWLEDGE

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