In our previous blog, we outlined the many changes that have affected the CRM industry, including ever changing customer and user expectations. We stressed the importance for organizations to adopt a new mindset of continuous improvement and new approaches to managing their CRM technology and processes investments over time.
But how can that actually be done?
In our experience working with successful organizations, there are a few common characteristics that have made it work.
At Crowe, our team consists of someone from our Information Systems team, our Marketing & Data team, our CRM development team and our Product Owner – this group of 4 people update the backlog, plan our monthly sprints, discuss new ideas as well as issues, and serve as the body that makes change happen. This group reports and provides updates to our Governance team on a quarterly basis.
Certainly, the list above can seem overwhelming, especially if you have none of this in place today. Don’t let that stop you! Start somewhere.
If you don’t have executive support, find someone who believes in the value of having great customer processes and the technology to enable them. If you already have executive sponsorship but things are stagnant, identify a small team that will consistently work together to enact small but positive changes. Simply finding ways to reduce a few clicks from a user’s daily process can be all that’s needed to get momentum started.
Remember, building a CRM program is a journey for continuous improvement, not a destination.
If you are interested in discussing how your company can build a successful ongoing CRM program, contact Crowe.
By Jeremy Cox, Crowe LLP, www.crowecrm.com
The post 7 Characteristics of a Successful Ongoing CRM Implementation Mindset – Part 2 appeared first on CRM Software Blog | Dynamics 365.