The first step of any successful CRM implementation is establishing a clear understanding of your requirements.  However, understanding what you do currently is only part of the story. Whilst most CRM products can be tailored to support your processes, it’s also important to identify where CRM can support other beneficial changes to the business that are not possible without a formal CRM system.

On many occasions we have seen businesses undertake complex and costly developments to support existing business functions, just because “that’s the way it’s always been done”.  When embarking upon a new CRM implementation it’s important to keep an open mind and remember that CRM is a methodology as much as it is a software product.

Establishing this fine balance can be challenging, and that’s where we come in – we have years of experience in CRM implementations of all shapes and sizes, so we can help to determine where investing in development brings value, or where simple changes to your current processes may save you time, cost and hassle.

We take a “top-down” approach to requirements specification - starting with a review of what your business does as a whole, we then “drill down” into each functional area of the business before specifying all of the functions and processes therein.  The end result is a comprehensive document which will enable vendors to give an accurate pricing proposal for your implementation rather than an estimate.

Implementing a CRM system is often more about what to leave out (at least initially) rather than trying to find a use for every feature and function that the system offers.

Our requirements gathering process includes the following:

  • Business Case & Readiness
  • Process Mapping
  • Gap Analysis
  • Costing & Value Proposition
  • Timelines
  • Key Risks

Please contact us to find out more about requirements gathering or find out more about our other consultancy services.