In the fast-paced and competitive business landscape, Customer Relationship Management (CRM) has become a cornerstone for any organisation striving to build lasting relationships with their customers. True CRM gives you an all-round picture of the entire relationship from prospect to customer to raving advocate, including information from marketing, sales, customer service, including their interactions in all of these areas. It also provides automation, to make your team members’ life easier, and reporting across all of the above so you can track progress and your successes.
Organisations that embark on a CRM usually do so with the expectation of increased profit and revenue, lower customer churn and / or more profitable marketing. The positive return on investment (ROI) is the ‘pot of gold’ that justifies the project’s cost and effort and these benefits are are eagerly anticipated.
While these benefits are undoubtedly achievable, the failure rate of many projects demonstrates that for many they are about as elusive as the pot of gold at the end of the rainbow!
Finding the pot of gold at the end of your CRM project requires that the project stays on time and on budget as well as delivering the expected results. These goals are usually easier said than done.
Finding the pot of gold might be the definition of a successful CRM project!
However, following these seven simple steps fully will show you your pot of gold.
Most businesspeople in Australia are very aware of the debacle caused by the recent Optus 14+ hour outage. You may be one of those businesses or people who suffered financially or personally from the catastrophe - nearly half of Australians were unable to use their phones (mobile and landline), internet, EFTPOS machines to take payment from customers and more.
Now, about 35 hours after it started, Optus has not yet published the cause of this outage. It may not be known, even internally.
However, this post is not about Optus nor the devastating fallout of the outage for both Optus and the millions of affected clients. Rather, I want to share a key lesson from this disaster for CRM projects.
That may seem like a peculiar comment from me – a Microsoft Certified Trainer (MCT), Business Applications Most Valuable Professional (MVP) and someone who loves helping people achieve business success with Microsoft Dynamics 365.
I think that Power Apps has certainly added a layer of confusion for people selecting team members for a Dynamics 365 project. Let me explain.
Goldilocks was out walking in the forest when she finds a house. She knocks at the door. However, nobody answers. Goldilocks is curious and pushes open the door.
On the kitchen table, there are three bowls of porridge. Goldilocks is hungry, so she tries the porridge in one of the bowls. It’s too hot, so she moves on and tries the next bowl. This porridge is too cold. Then she tries the third bowl, and this porridge is just the right. Goldilocks eats the whole bowl.
In the living room, there are three chairs. The first chair is too big, the second chair is too small, but the third is just the right size. Goldilocks sits down and relaxes. Unfortunately, the chair breaks. Suddenly Goldilocks realises that she is very tired. Goldilocks goes upstairs, where there are three beds. The first bed is too hard, the second is too soft. But the third bed is perfect. Goldilocks lies down and falls fast asleep.
Opsis is an expert Microsoft Dynamics 365, Microsoft Power Platform and CRM strategy consulting company. Our focus is your CRM success, with Microsoft Dynamics 365 / Microsoft Power Platform or any CRM technology - not licence sales or billable hours. As Principal CRM Success Catalyst, Gill oversees all business operations, strategic planning and execution, yet she still believes in offering personal attention to each and every client, so as to understand their needs and offer tailored solutions. We are based in Sydney, with clients in Sydney, Canberra, Melbourne, Brisbane and across Australia. Gill is the creator of SuccessRM - your blueprint for CRM success. We offer: