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Home / Insights / Blog / 5 Steps to Follow for a Successful Dynamics CRM Implementation
July 26, 2018 - by Payal Vyas
With every business striving to become as customer-centric as possible, the rate at which companies are implementing CRM is incredible. CRM software is now the biggest software market in the world and the growth isn’t slowing down. In fact, CRM is now expected to reach more than $80 billion in revenues by 2025. Of the various CRM solutions available in the market today, Microsoft’s Dynamics CRM, now called Dynamics 365 Customer Engagement, is enabling organizations of all sizes to streamline processes across Sales and Marketing, Customer Service, Field Service, and Project Service Automation. However, the way you implement Dynamics CRM have a major impact on its success. Here are 5 steps to follow for a successful implementation:
Identify Your Organization’s Specific Needs
Organizations need a CRM system not just to ensure that their customers are being taken care of, but also to ensure that their business processes are as efficient and effective as possible. Identifying your organization’s specific needs, understanding the benefits you can achieve from implementing a CRM, and making a business case for it is crucial.
Who will be the actual users of Dynamics CRM? Will it be your sales team, customer service team, people on the field or project management team?
Develop a Budget
What you’re looking for, what you’ll pay for, and how much you’ll benefit from Dynamics CRM will depend on your budget and will vary according to the features and capabilities that you choose. Although an out-of-the-box system will be just as beneficial for a small organization as a highly-customized system for a large organization, the key is in determining whether the extra features will improve profitability and business outcomes enough to justify the cost. Understanding the various costs associated with the implementation, evaluating the number of users that will be using the system, and the features you require is essential to ensure the costs fit your budget. Ask yourself:
Create an Implementation Plan
Purchasing a CRM software and hoping it will solve all your problems is not the way to reap benefits. For Dynamics CRM to be successful, you first need to create a robust implementation plan. The plan should clearly state the roles and responsibilities of every member of the implementation team, include a plan for managing change, the implementation process, data migration process, integration plans, testing techniques, as well as training and support plans. What you should ask:
Introduce and Train Employees
Although Dynamics CRM can be one of the most important tools for managing processes across your sales, marketing, and customer service departments, if your users do not know how to use the solution and leverage the various capabilities, it is a dead investment. Introducing the product to all of your users and training them aids in user adoption, which improves usability, acceptance, as well as confidence. Best practices include:
Ensure You Have Ongoing Support
After successfully crossing the hurdle of implementing a complex system like Dynamics CRM, maintaining and managing it can be extremely taxing – especially if you do not have in-house skills and resources.
Use an Experienced Technology Partner
Although your in-house team can provide guidance and support for minor issues, the kind of support you need goes well beyond a help desk; what you need is an experienced technology partner that can provide support for the day-to-day management of the system. When selecting a partner, keep in mind:
Switching to a new system such as Dynamics CRM can vastly improve your marketing, sales, and customer service processes and efficiency. However, if you want to create and nurture long-lasting relationships with your customers, cater to their needs, and stay ahead of competition, there are certain steps you need to follow for a successful implementation: start by understanding your business needs, develop a feasible budget, create an implementation plan, introduce and train employees, and ensure ongoing support. The key to success is careful and thoughtful planning!
Learn more about how to plan a Dynamics CRM implementation that will deliver lasting results.
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