If we look at recent statements dealing with the introduction of crm, it seems that the economic crisis slowly walked around the field of automation of work processes with the clients (implementation of crm and Call-centers of the construction). Many companies say sales growth and the emergence of many new projects. This is understandable, because today the introduction of CRM-systems of high expectations. Read additional details here: Hikmet Ersek. CRM-system considered himself a magic wand, the construction which will help solve all problems. More info: Mikhail Mirilashvili. But is this really true? crm system will bring the desired effect only if the company is limited and optimized business processes. When implementing a crm business processes are primary.
If the work is done on a whim, before thinking about automation, it is necessary to do their business processes. Need to formalize, streamline, and only then decide about appropriateness of their automation. Otherwise, nothing worthwhile from the introduction of crm do not expect. Most likely, you just spend money. As if it did not sound rude, but the introduction of crm in the company – a kind of pipeline construction on customer service. The more high quality and cost will be built, these processes, the greater the effect will receive the company. CRM-system, first and foremost, is to reduce the number of routine operations and give employees can focus on the core – the creative work, ie that while not subject automated systems.
Of course, we should not forget that the CRM-system must be flexible, ie, allows you to make adjustments in business processes, it is easy to expand and upgrade. In the case of the occurrence of many of the functional in the implementation of crm is also worth thinking about the division of access to this functionality at the user level (Introduction of roles, etc.). Thereby you make life easier for employees and protect yourself from the beginning "hackers". Desirable that such works can be addressed at the level of administrator, and not always "generates" the application developers, providing them with "bright future". Unfortunately, these nuances are not so often recorded on the stage of selection, or even the introduction of CRM-system. Therefore, when the project is often very difficult to call happiness, those feelings which cover the customer. And multiplying army of dissatisfied customers and a growing number of failed CRM-projects