So you’ve gone ahead and implemented a CRM system. Whether it’s Salesforce, Zoho, Sugar CRM or Hubspot, implementations take work. So give yourself and your team a pat on the back: hopefully you’re already starting to realise the benefits of having all your customer information in one place, accessible by anyone.
We don’t need to tell you the benefits of having a CRM system, much as we’re delighted for you to replace spreadsheets and clean up your customer data problem.
What we want to talk about in this blog is how to manage it once it’s implemented.
Why do CRMs need management?
Most of the major CRM systems come with an out-of-the-box functionality that requires minimal effort to set up. There’s a small amount of management required: Mike from Sales forgets his password for the 10th time this week, the Head of Marketing wants to see a different lead source report, the system goes down. Overall, it’s a bit annoying and a bit of an overhead, but it’s manageable.
Unfortunately, the only constant in life and in business is change. As your company grows, so do the requirements put on your CRM. More complex sales forecasting, changes to architecture and more advanced custom reporting is required. Investing into your CRM to run your business effectively is a no brainer, but it quickly becomes too much for even the most tech-savvy SMEs. In fact, according to Salesforce’s ‘Time to Transform’ report, you are stressed and don’t have time to do it anyway. You need help to manage your CRM, so it can help you manage your business.
In-house support
One of the popular options when your CRM needs more management is to hire someone. You get a point-person for this big technology beast, someone who can manage your internal team’s requirements, onboard the new people, reset the passwords, and manage longer term projects to update functionality.
The best resources are the ones who know the capabilities of the platform inside out, but at the same time can understand your business at an operational level and make process and recommendation improvements. Unsurprisingly, these people can be hard to find – there’s only so many password resets from Mike in Sales anyone can deal with in one day.
Outsourced support
Most of the major CRM systems come with an out-of-the-box functionality that requires minimal effort to set up. There’s a small amount of management required: Mike from Sales forgets his password for the 10th time this week, the Head of Marketing wants to see a different lead source report, the system goes down. Overall, it’s a bit annoying and a bit of an overhead, but it’s manageable.
Secondly, you can access wider knowledge. For all the training and learning one employee can do, they inevitably get sucked up into internal meetings, and don’t benefit from having a number of different people with a wealth of knowledge being able to assess your business and it’s critical workflows from the outside.
You’re in control. 3 month contract? Worried about cash flow? Want to see the result of tweaking your processes or creating a report before you roll it out across your business? CRM management as a service enables you to have flexibility in how you grow your CRM alongside you.
What tasks can I outsource?
Put simply: most of them! At Trigg Digital we have a wide range of experience delivering support from high level, strategic operational design to development, phone support and simple administrative management. We can configure the fanciest dashboards, help re-engineer your processes, or simply continually reset Mike from Sales’ password so you don’t have to. We also offer training sessions and consultancy on your set up, so if you want to bring in a dedicated resource, we can set them up for success.
Where do I start?
We get it, you’re overwhelmed and busy. We’d recommend doing a health check on your CRM system. We can quickly recommend you actions where you would see the most value, in plain english at minimal costs. Contact us today to find out more
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