Choosing the Best CRM for Your Business: A Step-by-Step Guide – part 2.

Choosing the right CRM technology and perfecting your communications plan.

CRM - Modernising prospect managment & client take on | A man at his desk with his laptop typing on his mobile phone.

In part one of this series, we focused on building the business case for CRM and the importance of engaging your employees in change from day one.

In this second part, we discuss how to choose the best CRM technology for your business, and then the crucial part: developing a communication plan and support system to help your employees embrace the new way they will work.

Finding Technology that Fits

We understand the temptation businesses face with CRM—there are some big hitters in the market, with advertising budgets to match, who make things look easy with out-of-the-box solutions that promise quick success.

The challenge for businesses exploring CRM for the first time is finding an initial solution that fits alongside legacy systems or at least comes with the hands-on support and guidance that smaller specialist CRMs offer.

Once we have helped you map the optimal client take-on process and shared this back with the project stakeholders, we shift our work to make sure that the technology choices we recommend for your CRM are compatible with existing systems and suit the needs of different teams across the business.

Size Isn’t Always Everything

With our accountancy clients, we find the biggest integration challenges are with the Practice Management platform that are integral to everything they do. Often, finding technology that fits with these platforms means there is only a small pool of specialist CRM vendors who will fit the bill.

Because Excited by Digital is technology agnostic, we look at all the options and often recommend specialist vendors such as FibreCRM who offer more bespoke solutions. These vendors mirror our attentive approach to projects and provide specialist hands-on support and guidance at every step of the journey.

If you’re unsure of which way to go, Excited by Digital can help—so please get in touch if you would like to discuss your situation.

Technology, Tick! Now for the Hard Part

Be under no illusion. If your business is exploring CRM for the first time, or if you are on the comeback trail from a failed implementation, changing the behaviors, processes, and yes, bad habits, of your employees is going to be your biggest challenge. Strong and consistent communication is key, alongside the advocacy of influential people in your business!

Your data will work for you, but you will need to work for your data!

Of course, communication is a vital part of change, and we are lucky to work with Helen Deverell to help us produce the communication plans we need to ensure that everyone in your client team benefits from the exciting opportunities afforded by CRM technology.

Multi-Channel Communication and Support that Drives Success

We support all our client change programs with our Internal Communication expertise.

We help to develop communications plans that could include drop-in sessions, deskside support, video and written intranet content, and articles to help engage and support internal audiences. Alongside this, we can help to create dedicated help pages for your Intranet and can help you draft news stories to celebrate every little success along the way.

Sharing success stories and lessons learned along the way will be crucial to your CRM project’s success and will help with your teams’ successful adoption of the new technology. Great communication can be the difference maker, helping your project stay on the right track to being successfully embedded into new working habits and ways of working.

Again, if you’re unsure of which way to go, Excited by Digital can help—so please get in touch if you would like to discuss your own situation.