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The 10 most
important
questions
to askwhen selecting the
right CRM partner
CRM challenges
Bill Band, Principal Analyst at Forrester Research, undertook some
research into the causes of CRM implemen...
18% 27%22% 33%
The study found that:
of the respondents
said they had
trouble deploying
and planning the
solution;
said th...
Working with the right partnerwill
help you to overcome some of these
common issues. To determine who
the right partner is...
Questions to ask
your potential CRM
partner:
What is your
methodology
and approach
to CRM?
The right CRM partnerwill offer a
system and processes that fits
your busine...
What does your
team look like?
A good CRM partnerwill have a team
who are highly specialised, including
consultants who ar...
What resources
do you have
available and
where is your
location?
It’s important to check that
your CRM partner can come
an...
Have you
worked
with other
businesses in
my industries?
Look at the past experiences of your
CRM partner and workwith them...
Howwill you understand my
requirements and objectives?
The right CRM partnerwill be able to speakwith Sales and Marketing ...
What support
do you offer
pre and post
implementation?
CRM is complicated to install and so
you should partnerwith someone...
Howwill you
help me to
ensure user
adoption?
Many CRM projects
fail due to slow, or
lack of, user adoption.
Selecting a pa...
How do
you handle
upgrades?
CRM is complex and technology
is continually updated. This
can be time consuming
when done in-...
Howwill your
CRM solution
actually
benefit my
business?
Selecting and investing in a CRM
partner means that you should exp...
What service
levels will you
make available
to me?
It is important that your partnerwill
workwith you to achieve your goal...
When approaching a potential CRM partner,
they should be open to discuss these points
with you. If they can provide the an...
Takeaways
The right CRM partner
will deliver benefits
throughout your business,
rather than just features.
Consider how yo...
The Ultimate
Guide to:
Assessing and
choosing the
right CRM for
your business
CRM is becoming increasingly important
to bu...
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The 10 Most Important Questions to Ask When Selecting the Right CRM Partner

Selecting the right CRM partner comes down to asking the right questions at the start - find out what you should be asking. A few years ago, it was common knowledge that 63% of CRM initiatives fail. Two years later not much has changed; too many CRM projects are failing for a number of reasons, and yet CRM implementations are growing.

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The 10 Most Important Questions to Ask When Selecting the Right CRM Partner

  1. 1. The 10 most important questions to askwhen selecting the right CRM partner
  2. 2. CRM challenges Bill Band, Principal Analyst at Forrester Research, undertook some research into the causes of CRM implementation failures by asking 150 companies what they found so problematic about it all.
  3. 3. 18% 27%22% 33% The study found that: of the respondents said they had trouble deploying and planning the solution; said their business processes were poorly integrated; of staff resisted, either unwilling to workwith or finding it a struggle to adopt or use it; felt they didn’t have the right technology.
  4. 4. Working with the right partnerwill help you to overcome some of these common issues. To determine who the right partner is for your business, there are some important questions you need to ask.
  5. 5. Questions to ask your potential CRM partner:
  6. 6. What is your methodology and approach to CRM? The right CRM partnerwill offer a system and processes that fits your business and delivers an approach that helps you to achieve your business goals.
  7. 7. What does your team look like? A good CRM partnerwill have a team who are highly specialised, including consultants who are good at speaking to customers and developers who are skilled in technical integration. Look for Microsoft Certified Professionals and other qualifications relevant to CRM.
  8. 8. What resources do you have available and where is your location? It’s important to check that your CRM partner can come and visit you on-site when needed. It will benefit your business if partners and support teams are both UK based.
  9. 9. Have you worked with other businesses in my industries? Look at the past experiences of your CRM partner and workwith them to determine how it translates to your own business. If they haven’t been successful in the past, this could be detrimental to your business.
  10. 10. Howwill you understand my requirements and objectives? The right CRM partnerwill be able to speakwith Sales and Marketing to understand what they need from the system in order to deliver on targets and goals.
  11. 11. What support do you offer pre and post implementation? CRM is complicated to install and so you should partnerwith someone who understands your business’s needs and can help you to meet your objectives.
  12. 12. Howwill you help me to ensure user adoption? Many CRM projects fail due to slow, or lack of, user adoption. Selecting a partnerwho promotes the benefits of the CRM system will help you to drive user adoption, maximising its benefit throughout the company.
  13. 13. How do you handle upgrades? CRM is complex and technology is continually updated. This can be time consuming when done in-house, so you should work with a partnerwho can manage upgrades foryou, whether that’s automated or them visiting you on-site.
  14. 14. Howwill your CRM solution actually benefit my business? Selecting and investing in a CRM partner means that you should expect ROI. Many vendors are keen to talk about features, rather than benefits. The right partnerwill help your business become more efficient and effective, offering capabilities that drive results.
  15. 15. What service levels will you make available to me? It is important that your partnerwill workwith you to achieve your goals. You should be able to workwith them to lay out an agreement ofwhat their service will provide.
  16. 16. When approaching a potential CRM partner, they should be open to discuss these points with you. If they can provide the answers you’re looking for and can highlight the benefits they deliver - rather than just the features - you’ll be one step closer to selecting the right CRM partner.
  17. 17. Takeaways The right CRM partner will deliver benefits throughout your business, rather than just features. Consider how your partner’s methodologies fits in with your business goals and objectives - they need to be aligned for true success. A partner should understand what your team requires to meet objectives and ultimately generate return on investment.
  18. 18. The Ultimate Guide to: Assessing and choosing the right CRM for your business CRM is becoming increasingly important to businesses, but with such a variety available and low success rates, choosing the right one can be complex. We outline essential steps to follow, helping you to assess and choose the right CRM foryour business. ULTIMATE SERIES Choosing a partner is an important part of assessing and choosing the right CRM foryour business - find out more by downloading: Ultimate Guide to: Assessing and choosing the right CRM for your business Download Now Sources: http://www.dmnews.com/crm/63-of-crm-initiatives-fail/article/303470/ http://www.destinationcrm.com/Articles/Web-Exclusives/Viewpoints/Dont-Let-Bad-Data-Ruin-Your-CRM-103043.aspx http://www.cmswire.com/cms/customer-experience/forrester-customer-experience-management-and-13-emerging-crm-trends-014749.php

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