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.
What questions can you use to help determine if a client needs their CRM Refreshed?
A good starting point for a conversation is asking the CEO/Owner how well is their current CRM system telling them:
We are an IT Services company. I have a client who uses Dynamics 365 CRM - but they're really frustrated with the tool. I would like to help them but the whole CRM business model is not a good fit for us. I also don’t want to lose my relationship with the client by just passing them off to anyone. However, I know that if I don’t take action soon the client will go out on their own looking for help, which might cut me out altogether.
What options do I have?
A majority of CRM referrals that we get from our IT Managed Service partners are existing Dynamics 365 CRM users who are stuck and highly frustrated. They are not getting the results they expected, and your client’s problem can easily cause you grief.
Most customers who have, or are looking to purchase a Dynamics CRM system are looking to achieve basic results which boil down to two frequently stated objectives: retain current customers and acquire new customers to power growth. Both of these objectives rely on extensive understanding of customer relationships grounded in business data such as account details, sales history, end use information, industry assessment, response to campaigns, etc. If the business does not win through the transformation of time-sensitive management of this data to systems that provide not more data, but useful information and insights, they will lose to competition who are leading in this strategic approach. If your customers are not moving to this new business reality, then they are falling behind.