How to develop and implement a CRM Strategy

Investing in Customer Relationship Management (CRM) software is a great way of consolidating all your customer and supplier data into one place, but this doesn’t mean you are using your CRM to its full potential

Author: Tim Randall | Last Updated: 14/09/2021
How to develop and implement a CRM Strategy

Implementing a CRM strategy is a great way of defining the sales/business process that your team can work to and improving their productivity.

Creating your CRM Strategy

Here is a step-by-step process that will help you to create a CRM strategy that works for your business.

Outline your sales process/customer journey

By documenting your sales process, you will identify how many stages your sales prospects go through. This allows you to clearly define what happens at each stage and who would be involved.

A good way to map this process is with a flow chart - you can map the process from start to finish and include who is involved at what stage.

Define your goals

Once you have determined your processes, you need to decide what you want to achieve and then set yourself realistic targets. The best way to define goals is by setting SMART Goals. SMART is an acronym that you can use for setting achievable goals.

What does SMART mean?

  • Specific – make sure your goals are simple and clear, so your team can focus their efforts in the right places
  • Measurable – you should be able to track your goals, allowing your team to stay motivated
  • Achievable – make sure that everyone involved with these goals agrees that they are attainable within the allocated time
  • Relevant – make sure that the goals you set matter to you and your team - if nobody cares about the goal no one will want to achieve it
  • Time-bound - set a deadline for when you want to achieve this goal

Consolidate your data

By bringing your data into one place, it allows you to bring data collected from different departments all into one place. You can then streamline your communications across each department by centralising all the data for each customer.

But making every piece of data available to each department you are enabling your business to be more effective by not duplicating data entries across different platforms.

Deliver a great customer experience

By consolidating your data into one place, you can build a better profile of each customer and what their requirements are. If you know your customer better you can offer a more streamlined and personalised service by removing unnecessary communications and only offering them what they need.

Automate your processes

By automating as many tasks as possible you reduce the time that one person spends performing repetitive and time-consuming jobs. Imagine how many hours your sales team spend creating invoices, sending email to customers and other team members? By removing these jobs, you free up your sales team to concentrate on more important tasks.

Tasks such as creating invoices, notifying other departments of updates and even generating pricing for quotes can take your sales team away from closing sales and reach out to customers.

Drive your business forward

By completing a CRM strategy, you will better understand your business and have a clearer picture of where you want to achieve in the future (both short and long term). This in turn will improve the relationship you have with your customers so that you can offer them a better service.

If you are still looking for a CRM to manage all of your customers, then Zigaflow can help. Request your web demo today.

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