Dear Jake,

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:
 

1. The average revenue generated per lead closed?
2. Their win/loss ratio on quotes?
3. Why and to whom do account managers lose sales?
4. Which account managers are not following up on marketing leads?
5. The length of time a key account has a service request open?

Dear Phil,
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For getting started, the simple answer is that any CRM will do. A CRM system is like a young child. At first, the focus is just getting the child to talk and walk.  Long term, however, you want them to mature, learning and do more. As your client moves to do more, mature with their CRM system, that is where a basic tool and more advance tool quickly separate.