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White Paper: Guidelines For A Successful CRM
Guidelines For A Successful CRM
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Guidelines For A Successful CRM
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5. On-line CRM Solutions
Look to on-line or on-demand solutions for your CRM system. This platform is open and easy to integrate with other systems, and the interface is familiar to any user who has ever used the Internet. It is a good place to start in that it lends itself to a more cost efficient technical uptake and it also lends itself to an easier user uptake because of the familiar visual and navigation functionality.
Platform and Tools
Step back from stand alone solutions that require a large capital investment and significant ongoing support in the form of IT staff, software and hardware purchases, upgrades; all a standard operational requirement until recently. Take advantage of mature on-line solutions that can offer an alternative to solutions that often take years to roll out.
Be sure that the on-demand CRM vendor has an SOA platform and offers tools built on AJAX functionality so that you are not constrained by proprietary software issues, and it runs fast.
Consider vendors that have a strategic vision, and have proven successes in creative problem solving in tailoring and customizing the CRM. Identify vendors that are interested in more than just CRM, and are working towards building an application that can manage confederated business transactions. These things in combination point to good vision and leadership in application development and business/market understanding.
Security
Online CRM Solutions are flexible and cost-efficient, and adaptations can be made to address organizational requirements for stringent system backup, security and data integrity. Ask some hard questions, think out of the box and then decide.
Avoid fear mongering regarding backup and security and undertake due diligence in researching the on-line options.
Knowledge Management
Online CRM Solutions can deliver Knowledge Management functionality in the form of integrated business processes in a single application. Online vendors with vision can offer a business suite incorporating the functions of the Demand Chain and Supply Chain, and can capture underlying business drivers, to synthesize the end-to-end knowledge and insights of the business.
This type of a CRM can save costs and reduce the information and channel overload experienced by many front line workers. It also offers a chance for organizations to capture and reuse important information that often gets lost in transient communications. If you have followed the guidelines for successful CRM, rule (d) recommends establishing metrics. By examining and maintaining ongoing metrics, it is possible to confirm a positive Return on Investment and the time frame to accomplish this. You will also be able to make accurate projections for future enhancements for partnering or delivering new services.
6. A Word On Enterprise Resource Planning (ERP)
On-line CRM Solutions are a suitable platform for Enterprise Resource Planning (ERP) activities. On-demand CRM applications have the capacity to integrate all data and processes of an organization into a single unified system. It is in this context that Systems and Business Processes are brought together and true savings and process values are possible with the introduction of integrated CRM services.
Because of the flexibility of most on-line CRM applications, it is possible to consider a best of breed scenario, or a single-source CRM/ERP integration, or any range of customization you can think of. Additionally, it is easier to approach ERP from within the CRM and do it incrementally with on-line solutions, particularly useful for partnership resourcing.
Online, integrated CRM solutions standardize and lower maintenance (one system instead of two or more) and deliver easier and greater reporting capabilities.
Managing the supply chain is a mature process with technological enhancements coming on-line with regularity. Any on-demand CRM solution worth its salt can harmonize supply chain processes as a back end support to enterprise sales and customer service activities. Most ERP projects are now looking to include cost-efficient ways to achieve integration of distribution, inventory and labour in their CRM acquisitions. Organizations looking at CRM solutions today realize that it is imperative to have insight and planning capacity to manage procurement activities, including conversion and logistics. On-line CRM solutions have evolved to the point that they are a viable alternative to stand alone systems.
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