I need to replace my CRM system

The Challenge

Many large organisations have had a CRM in place for many years, and when it is no longer meeting business requirements, naturally, businesses think they need a replacement and once implemented, the current challenges will disappear.

When looking to replace a legacy CRM system, many companies won’t consider the processes behind it or how they could improve these processes first and foremost, then leverage the right technology in the best way. They know they need a new CRM, but why?

What we do

Technology constantly changes. Member behaviour constantly evolves. So why as businesses do we remain stagnant and do things because ‘we’ve always done it this way’?

We challenge our clients and push them hard to understand why exactly they think they need a new CRM

Challenge the ‘we’ve always done it this way’ approach
Develop personas and validate these with customers
Customer experience mapping including touchpoint analysis and emotional scoring
Identifying opportunities for improvement
Gathering functional and technical requirements
Technical roadmaps
Procurement
System implementation

How we deliver it

We always work with internal teams to get the most out of the project of implementing a new CRM. What may seem like a relatively straight-forward project of implementing a new CRM, this is never usually the case and there’s a lot more that can be done organisation-wide.

The reason for this approach is that we don’t want clients investing in a new CRM if that’s not actually what they need. Our thorough analysis of business processes, technology and systems, and customer experience mapping is invaluable to our clients and helps them drive the company forward in ways they never imagined. We ensure our clients understand that the problems they face are not always down to technology itself, and that technology is only part of a wider problem.

The impact it has

Data accessibility

is the key factor behind the rapid growth of CRM

We change and transform the way internal teams think and work for the better. By putting their members at the heart of everything they do allows them to make informed decisions and understand exactly what they need from a new CRM provider.

Without this understanding, technology investments can easily go to waste and bring no real value. With our trusted approach, we coach teams to understand everything that forms the strategy, and this becomes a positive cultural change within the organisation. We help clients gain a fresh perspective on how they operate now and how they should operate in the future.

One of the key factors behind the rapid growth of CRM is data accessibility. Companies want access to customer data in real-time, with mobile and cloud solutions leading the way.