CRM solutions
A CRM system is only as useful as the thinking that went into choosing it and the discipline that went into setting it up. Most CRM problems are not technology problems. They are process and adoption problems. We help you get both right, from choosing the right platform through to making sure your team actually uses it.
What's included
The scope is shaped to your situation, so the specifics shift between engagements. A typical scope of work covers:
- A review of your current approach to managing customer relationships, including what is working, what is not, and what you actually need from a CRM system.
- Vendor-agnostic platform selection, based on your requirements, your team's capability, and the total cost of ownership, not vendor preference.
- CRM configuration and implementation that reflects how your business actually works, not a default setup that needs to be worked around.
- Adoption support, including training, process documentation and the metrics to track whether the system is being used the way it was intended.
Who it's for
This service is for businesses that are managing customer relationships in spreadsheets, inboxes or disconnected tools and know it is starting to cost them. It is also for businesses that already have a CRM but are not getting the value from it they expected, whether that is because it was not configured properly, because adoption has been poor, or because the business has changed and the system has not kept up.
How we typically engage
Every engagement is tailored, but the shape stays the same.
Understand
We look at how your team manages customer relationships today, where information is held, and where things fall through the gaps. We talk to the people who deal with customers directly.
Articulate
We define what you need from a CRM system, assess the options that fit those requirements, and give you a clear recommendation with the reasoning behind it.
Implement
We manage the implementation, working with the vendor to configure the system properly and keeping the project on track.
Embed
We support the go-live and the period after it, making sure adoption is tracking and the system is doing what it was meant to do.
Frequently asked questions
Which CRM platforms do you work with?
We work across the main platforms including Salesforce, HubSpot and Microsoft Dynamics, as well as smaller platforms that suit businesses that do not need enterprise-scale complexity. The platform recommendation comes after we understand your requirements, not before.
What if we already have a CRM that is not working well?
That is one of the most common starting points. We look at what is not working, whether it is a configuration problem, an adoption problem or a fit problem, and work out whether the answer is to fix what you have or move to something better suited.
How long does a typical engagement run?
It depends on the scope. Shorter, well-defined pieces of work can be completed in a few weeks. Larger transformation programs typically run several months, and some run across multiple years. We agree the shape and timeline before we start, with checkpoints along the way.
How do you price your work?
Fixed scope and price for well-defined work, and time-and-materials for discovery and longer programs. We always agree the commercial model in writing before we start.
Will I be working with the senior consultant who scopes the work?
Yes. We also tailor the consultant skillset to your needs and budget, so you get the right mix of experience for the engagement without paying for more than you need.
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