The sales module is typically one of the first modules that gets implemented when you are building a new CRM system since the account/customer is the heart of your business. Typically, there are several departments within your organization that rely on client information, but their requirements and needs will differ from one group to the next.
Here are some of the top questions to ask to get your project started:
1. What key information do you want to know about your customers?
As you ask this question to your different departments, you may be surprised by how long this list get! What will be important is to prioritize certain requests and see which ones may overlap so that there is less duplication of fields within your new system.
What works well with Dynamics CRM is the concept of having different forms, views and dashboards depending on your role in the company. With this capability, these views can be adapted to the different groups so they only see the information they need to see. This will, in turn, help your users feel more at ease about using the system since their screen will look less complex and cluttered.
2. Who needs to enter and who needs to access this information?
This will give you a better idea of what needs to be seen within each form/view so that it seems adapted to everyone’s specific needs. This also helps when it comes time to create the various security roles and to group certain processes together.
3. How often do you need to review this information?
By thinking of this question, it will help you think about where you should place certain fields on a page. This will minimize scrolling on content-heavy pages and thus reduce user frustrations.
4. What do you want to measure within your sales pipeline?
Be specific to ensure that the information you need to pull your reports will be available. Keep it basic at first so that you will get the buy-in from your sales team since they will be the ones who will have to manually enter most of this information.
5. What do you want to track in regards to your product offering?
Ask yourself if this is information that already exists in your ERP system or that is currently being managed externally. Do you want to change it or do you want to just have access to this information via the CRM? This will help you decide whether you should be looking at integrating your systems rather than recreating your information within the CRM.
6. Where are you managing your customer quotations and orders?
Keep in mind that not everything needs to be managed within your CRM from Day 1. If this process is not one of your key issues, think of it as a future phase. Similarly to the previous point, see if this information already exists in your ERP system or if it is managed externally, and establish whether you want to change it or if you just want to be able to access it via the CRM.
Your clients are the heart of any business and usually the link between your different departments. By having a solid foundation every aspect of your business will see the benefit of having their client information in one place.
By JOVACO Solutions, Microsoft Dynamics CRM implementation partner in Quebec
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