Learning from Successful CRM Implementation

  • 27 February 2015
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The business world experiences turbulent times every once in a while. Undoubtedly, it hurts the company and its employees. But there is one more entity that can be affected in this process and this is what hurts the companies the most. That entity is customer management. It takes a lifetime to build a strong customer base and when your customers are lost during the lean economic times, the consequences can be quite harsh. Managing customer relations makes quite a difference and it is something that you should never let it slip by. If you can manage to steal customers from rivals, even better right. Before those evil smiles get bigger, we need to understand that the key lies in a successful CRM implementation.

SAP Business One offers CRM implementation and companies should avail all its benefits. But the thought of having a better CRM functionality should not divert your focus from the fact that CRM implementation comes with its own set of challenges. One should consider risk management and look for ways to contain the costs involved. Especially when the economic times are not stable. Once some stability is achieved and it is ensured that the conditions are favorable to go ahead, one should focus on increasing revenues and growing aggressively while keeping an eye on CRM at all stages. If you are familiar with CRM implementation from prior work experiences, then you can approach it smartly. However, if you are new to the concept you need to tread the waters carefully.

If you consult anyone from the list of SAP Business One Partners in India, you would notice that they would share three particular learning from CRM implementation. It would greatly benefit you if you take something out of these learnings.

Crucial Learning from Successful CRM Implementation

  • Responding positively to the organizational changes

CRM implementation will bring about some structural and organizational changes. Since the team that works closely with customers is the sales team, changes might not go down well with them. They have a particular method of approaching the sales issue and if there is a structural change and they don’t respond well to it, then you can expect problems. Every successful CRM implementation involves all the sales representatives and concerned team members early on during the implementation so that they clearly understand the business processes and what can be expected from the new CRM software. Keep the support system in place so that the team members can rely on it if and when required. Don’t let the fear of change keep your teams from experiencing the joys of this software.

  • Planning strategically and reengineering all the business processes effectively

The most important aspect of successful CRM has always has been planning, planning and more planning. Just when you think that you are happy with your planning stage, take a step back and re-evaluate everything that has come out of the planning sessions. Some of your business processes will have to be reengineered to suit the CRM implementation. Incorporate the necessary SAP Business One functionalities that you think should be a part of your CRM package. These functionalities add flexibility into the system, making it more robust. All the business processes should be defined clearly and reengineered accordingly so that these functionalities prove to be effective in the long run.

  • Integrating the system with existing processes in a seamless manner  

CRM relies on the involvement of numerous departments such as inventory, manufacturing, product design and configuration and numerous back-end processes. It has been observed that all those who have experienced successful CRM implementation had made an effort to integrate all these processes. This develops a comprehensive system where seamless functioning is observed and thus, success is achieved.

Falling and rising up is great and so is learning from one’s mistakes. But when you take back something worthwhile from someone else’s experiences, it can be counted as one of the most valuable things that you can achieve. If the entire list of SAP Business One Partners in India is consulted, each and every one of them would vouch for the same. Keep these invaluable insights and learning in mind before you implement your CRM. Don’t let the first time be a nerve wracking experience!

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    Nidhi Batra

    About the author

    Nidhi Batra is a marketing and brand communication professional with 10 years of experience working in the dynamic B2B marketing environment. She strategizes, writes, reviews a variety of content for demand generation and sales support activities. Having a Master’s in English from Delhi University, she knows how to navigate her readers on insightful journeys with her SAP published blogs and thought leadership content.