6 steps to a successful implementation plan.
41% increase in revenue per sales rep. 15% increase in productivity with mobile CRM. $8.71 returned for every $1 spent. Those are the results CRM can produce — but only when it's implemented with a committed, end-to-end strategy that goes beyond the technology.
In a recent Forrester Research study, 40% of businesses reported their biggest challenges were related to CRM strategy — not the technology itself. This eBook outlines six steps to building a successful implementation plan that embeds CRM into your organizational culture for the long term.
Download Free eBookStart by asking why your company is investing in CRM. Capture, prioritize, and build consensus on your top objectives — making sure every goal aligns with the customer journey across sales, service, delivery, and support.
Create outcome-based requirements that support your program objectives. Involve teams across the customer journey, rank use cases by importance, and avoid the '10 siloed solutions that together accomplish 20% of the goal.'
Set leading and lagging indicators that align with your stated objectives — from pipeline weighted value and proposals sent to total sales volume and renewal rates. What gets measured gets done.
Build a multi-year document that releases your system incrementally, providing new features with each release while giving room to handle quick fixes and course corrections along the way.
Open two-way communication with an internal marketing campaign, anonymous feedback channels, and town halls. Engaging execs and end users early — and often — is the single biggest driver of adoption success.
A cross-functional COE representing every touchpoint along the customer journey — sales, marketing, customer service, IT, and operations — provides a centralized hub for communication, tools, and ongoing CRM governance.
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