by Bob Embrey, Writer
Customer relationship management (CRM) software integration is a business strategy enabled by technology. Your business needs some fundamental technology foundations to support the strategy and help is available.
CRM Integration: Pre-Implementation
Aside from the technology and CRM software, which we’ll discuss later, you need to recognize the need for a well-planned CRM integration that starts with a pre-implementation phase. Many implementations fail because of a lack of pre-planning that includes not understanding requirements and costs and low stakeholder support. Here’s a checklist of pre-implementation issues to deal with prior to CRM integration, so that the rest of the implementation goes as easily and trouble-free as it should.
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• Form an implementation team to create a timeline, formulate a budget, set goals, and develop the CRM integration strategy.
• Get key stakeholder buy-in and include them in the design/decision processes.
• Examine current processes and follow industry best practices. Revamp before implementation, if necessary.
• Know the technology requirements for establishing and maintaining a CRM database and using the CRM software.
The CRM Database And The Technology You Need to Drive It
As mentioned earlier, all CRM software requires fundamental technology foundations to support the business strategy of a successful CRM integration. For in-house systems, a CRM database is driven using popular, mainstream CRM software that’s readily available and widely supported. This type of CRM software requires a client/server system and a good technical support team. Your IT team will need training and support, and you may need to purchase additional infrastructure items ahead of time. Depending on your business model, this may be the way to go.
On the other hand, for hosted CRM software, the CRM database resides outside your organization in a secure environment, which can eliminate a large portion of the total cost of ownership. A Web browser and high-speed Internet access are the key technology elements. With a hosted CRM solution your business should still be networked to take full advantage of the features, and a good IT or CRM integration team is crucial to help with user training, buy-in, and ongoing support with the CRM database.
Help for Your CRM Integration
All companies that sell CRM software have trained staff on hand to guide you through the process, while others specialize in implementation. You’ll first be consulted about various aspects of your business in order to select the right product, and then you’ll be supported throughout. The following help and services are available as you prepare for and implement a CRM solution using a CRM database and software:
• Product selection
• Configuration
• User training
• Technical support
• Customization
These support services can make CRM integration trouble-free and relatively simple. If you do your pre-implementation tasks well, the rest will go smoothly. When correctly implemented, CRM integration can benefit your customers, your employees, and your company.
Bob Embrey is a writer and college advisor, living in Seattle, Washington. He has a master's degree in Education Administration from the University of South Dakota.
