We deployed Dynamics CRM about four years ago, and frankly I don’t think we have moved the needle in the last few years to get enough value out of the tool. What should we be doing different?
Deploying and using CRM is a moving through a maturity process. The first step is understanding that you need a phased plan – a roadmap. Your plan must have measurable milestones. With everyone in the organization having the ability to visualize the key KPIs en route, and make adjustments in the roadmap as needed.
You see, there is an ugly truth about CRM – any CRM technology, not just Dynamics. Only 20% of your success with a CRM is technology related. That right, only 20% is tool-specific.
80% of your success is related to the behaviors/processes you wish to reinforce or change. It requires that you first know what those behaviors are.
In the following video I discuss one area where many of our clients see their biggest value gains out of Dynamics.