A Fundamental Question Approach
A few obvious follow-up questions then must be – Were the objectives achieved? And are there measurements in place today to show our success rate toward achieving those objectives?
After working through this fundamental approach, and it can be a task, it is time to consider: First, are the selected goals still relevant today? And second, how well do our current users know our objectives? If you installed a CRM system more than two years ago, you may find that you have a larger or different group of users than you did starting out. It may be time to reinforce these objectives with all of your team members.
It may also be time to make adjustments to your CRM and the processes behind it in order to better support your objectives. Please keep in mind that CRM is just the tool, it only works when aligned with your objectives and with your processes to drive a richer customer engagement and of course, profitability.
For more on the subject please view our recorded Dynamics CRM Coaching webinar on fixing your CRM system.