Our job at Your CRM Team is to understand and support your project from planning and design, through implementation, training and beyond. We work with you to evaluate your needs and recommend a solution to help you to achieve your organization’s goals.
Anatomy of a CRM Project
Sometimes, designing a CRM system is a little like ordering take-out: you pick 1 from column A and 2 from Column B and end up with exactly what you want. You’ll see this approach in how we present our proposals so we can help you identify project priorities and to easily associate prices with services.
Initial conversation – We become acquainted. This is our opportunity to get a general understanding of your requirements and project budget and your chance to get a sense of who we are (so we can show off that we really know our stuff!).
This first meeting usually takes about an hour and helps us decide if we’re a good fit to be working together – if it’s a go, we’ll move forward to the discovery stage. There is usually no charge for the initial meeting.
Workshops – Basic and Advanced Workshops are designed for less complex projects that need minimal customization and don’t require workflow analysis.
A Basic Workshop includes a teleconference with stakeholders to discuss project objectives. We’ll provide a meeting summary that recommendations next steps, recommends useful integrations with other services if indicated, and will refer to best practices relevant to the implementation and user adoption.
An Advanced Workshop includes the elements of the basic workshop, along with an online review of an existing database. We’ll evaluate the existing structure of the database in order to validate the current design.
Needs Assessment – We conduct a series of meetings with management and stakeholders who representatives each department involved in using the system. This gives us the best possible basis from which to design a solution that works for the whole organization.
This process usually begins with an extensive on-line questionnaire, the results of which guide the meeting agenda. Our job is to guide you through the process of understanding and assessing what a custom solution can provide. We develop a preliminary scope of work based upon the Needs Assessment meeting.
Process Analysis – We roll up our sleeves and evaluate workflow and business management processes. This is not a typical step in most projects; it may be warranted if systems appear to have redundancies, inefficiencies, bottlenecks, or unneeded steps. This is an in-depth analysis that results in defining dysfunctional workflow and results improved and documented processes.
Business Case – This is the step where we decide “go or no/go” based on expected ROI. If we don’t believe you’ll see a return of at least 3x the cost of investment, we’ll recommend not going forward. This is a “no guessing zone” that requires frank discussions about revenues and business costs during the Needs Assessment phase.
Recommend Hardware and Software – If you don’t already have the needed infrastructure for the project (such as tablets, smartphones, or laptops, we’ll provide recommendations. We’ll also suggests the service levels and software integrations that will help you meet your objectives.
Design – Based upon the scope of work, we begin the design of your custom database, user interface, or quote forms and create a deployment plan for onboarding and training users.
Design Review – We present the features of any custom components for your approval and comments. Once approved, we move forward to roll-out.
Conversion/Migration – Often organizations must migrate and merge current data from existing systems. We’ll convert the data if necessary, and import the information into your new Zoho! Data can generally be brought over from Salesforce.com, Outlook, Goldmine, Act!, Excel spreadsheets, Access, and many types of proprietary software.
Implementation – We configure and test the custom database, automated workflows, report templates, and integrate other services, if included in the project).
Training – We provide end-user and administrator training. Administrator training generally includes training on specific project deliverables, so that you not only learn how to perform a task, you also end up with a tangible result that supports the implementation plan. We adapt each training to meet the needs of our clients and most training takes place via webinar in 60 to 75 minutes sessions.
Technical Support – While it is not our goal to become your consultants for life – we’ll help you become independent managers of your solution if that’s your preference – we’ll remain available to assist in any way we can. We have a variety of solution support options available, including our Strategic Support Plans. .
Post Project Debriefing – A week or two after project sign-off, we ask you to take a few minutes on-line to complete a brief questionnaire. Sharing what we do well or what we could do better helps us continuously improve. We’ll be asking these questions as we go as well to make sure we are meeting or exceeding expectations along the way.
Testimonials and Referrals – If you are happy with the services we’ve provided – and it’s our job to make sure that you are – we may ask for your participation in our referral program. This could include a testimonial that we can share with our customers and prospects, referrals to other businesses in your network who may benefit from our services, and participation in a case study based on the business problems solved and the results you’ve experienced.
Project Evaluation – We consider your implementation to be a process, not an event. About 90 days after implementation, we follow up to make sure that end-users and administrators are following protocols. We’ll analyze how the database is being used and review any reports that were designed to make sure that you are getting results.
If you’re ready to learn more about how to create the foundation for great customer relationships, give us a call at 781-6060-0433, or contact us here for a free consultation.