Your IT Strategy team needs to implement a cloud-based CRM tool. How do you choose the right one?

Firstly I would change the owner of the project. CRM is software for Customer Relation Management. The owner of customer relations should have the last call when it comes to CRM implementation. Furthermore, the implementation of a CRM can influence or be influenced by many more teams than just IT. I would advise building a cross-functional team to implement it and include such things as change management, and talent development which are crucial to implementing any tool. The team making decisions and being responsible for implementation should include IT, sales, marketing, customer success, and compliance representatives. Lastly, it's a tricky project. To be successful you first need to have customer relationships to manage.

To choose the right cloud-based CRM tool, IT Strategy team should start by assessing the specific needs and goals of your organization. Consider factors such as scalability, customization options, integration capabilities with existing systems, data security, user-friendliness, and vendor reputation. Conducting a thorough evaluation of features, pricing models, and user reviews for different CRM solutions will help in making an informed decision aligned with your company's requirements. Additionally, engaging in vendor consultations, seeking demos, and obtaining references from similar organizations can provide valuable insights for selecting the most suitable cloud-based CRM tool.

The first question you should ask yourself is WHY: What key value do you want to achieve with a CRM system? While many simply seek to cover basic business needs, a CRM in 2024 can be a strategic asset, collecting valuable data that can serve as master data for other systems. Therefore, it's crucial to clearly define your actual goals for using a CRM, regardless of whether it's cloud-based or on-premise.

The key for successful implementation is the start. Clear identification for the needs and requirements involving the key stake holders and having a holistic view. CRM Specifically differs from one company to another and from one business to another. So Clear identification of the touch points between different departments and designing full End to End cycle will have a huge impact in the phase of choosing and implementation.

To choose the right cloud-based CRM tool for your IT strategy team, assess needs, research options, and evaluate integration capabilities. Consider data security, customization options, and user experience. For instance, Salesforce offers robust integration, customization, and user-friendly interface, making it suitable for diverse business needs.

When analyzing variances of cloud deployment, it is imperative to take into account the needed level of customization of the solution. Public cloud does not allow to enhance that. Furthermore, public cloud has a lot of restrictions and limitations, hence you need to choose private-cloud or on-premise if you need it.

When considering cloud models for a CRM solution, the public cloud often stands out, especially for its cost-efficiency and ease of setup. Among public cloud offerings, Dynamics 365 CRM shines, seamlessly integrating with the broader Microsoft ecosystem. This not only streamlines operations but also unlocks advanced analytics and AI-driven insights. In my own path, choosing Dynamics 365 was less about selecting a tool and more about embracing a strategic asset, one that catalyzes digital transformation and fosters a customer-centric culture. It's a testament to how the right public cloud solution can turn challenges into opportunities for growth and innovation.

I would like to run a test of the tool against the few business use cases to see how easy or difficult is to map our processes or adjust our processes on it. Time to market should be a key consideration.

Unless you need something highly bespoke, which would involve developing your own solution on a PaaS cloud platform, the main choices are vendors of SaaS solutions. The only reason that I can see for hosting an IaaS solution is a legacy application that is so embedded that cannot be replaced in the short-term. Private Cloud is usually a choice driven because of further legacy technology requirements, and on-premises technology is the extreme of this legacy application need. It is a fallacy that private clouds or on-premises solutions are more secure. They are not. Public cloud solutions are far more sophisticated in their security, and will continuously improve along with the threat. Private and on-prem solutions will always be worse.

In this space, if you don't need something overall tailored, try to stick with a SaaS provider. The other options will require massively more operational overhead over many years.

When choosing a cloud-based CRM solution, evaluating the number and quality of implementation partners within the local ecosystem is highly recommended. These partners can play a pivotal role in the successful deployment and ongoing support of the CRM system. A robust local ecosystem ensures that businesses have access to skilled professionals who understand regional nuances, compliance requirements, and can provide timely support.

A key consideration in comparing any system is usability, be sure you are evaluating systems for all potential users. Consider how collaboration is done and how controls are managed.

If you don't know where to start with vendors and products for cloud-based CRM, have a look at the Gartner magic quadrant for CRM customer engagement centre. Larger enterprise will probably go with more advanced products, such as Salesforce or Microsoft Dynamics CRM. Whereas smaller businesses may have their requirements satisfied with Zoho or SugarCRM.

In my experience, a key element often overlooked is vendor responsibility after purchasing licenses. CRM implementation is a complex project fraught with potential pitfalls, so IT and business stakeholders should clarify who will support your teams when issues arise. While many vendors offer authorized partners for deployment and setup, experience shows that these partners can make significant mistakes impacting project outcomes. Based on my observations, stakeholders should consider Vendor Quality Assurance (VQA). This can help prevent partner errors and their negative consequences for project implementation.

Checking vendor and its ecosystem is essential for such a product. What other apps or tools can you plug in? Could you check that they support your key other vendors and platforms?

For avoiding most popular and most consequential mistakes do next things: 1) Design the solution architecture by defining quality attributes, key integrations, data sources and recipients. 2) Divide your implementation on deployment of box version and customization phase. 3) Enhance your solution based on Agile methodology by sprint approach. You feel traction and outcomes permanently while maintaining the right pace. 4) Pay tremendous focus on customer education and user adoption. This will avoid the sabotage and reluctance to use the solution.

People and Data are crucial to getting this adoption right. You must ensure the data is clean and relevant and train the people to unlock its value via the new CRM.

The key to success for any IT strategy or change project is the people! You need to enthuse and motivate your IT people beyond their possible like of the elegance of the IT solution. You need to engage your business stakeholders, and ensure that they are fully on-board with the change yet critical of the potential solution.

Embarking on the implementation and adoption of a cloud-based CRM tool is a strategic voyage, demanding meticulous planning and collaboration. Assigning clear roles and setting realistic timelines are the keystones of a successful deployment. In my experience, ensuring seamless data migration and robust security in the cloud are paramount. Training and empowering users to leverage the full potential of tools like Dynamics 365 transforms it from a mere platform to a growth engine. Continuous monitoring and open channels for feedback cultivate a culture of continuous improvement. This isn't just about deploying technology; it's about orchestrating a transformation that aligns with your strategic vision and paves the way for enduring success.

Successful implementation of a cloud-based CRM tool demands meticulous planning, encompassing clear role delineations within the IT strategy team and a pragmatic timeline. This phase should integrate change management principles to address potential resistance and facilitate smooth user transition. Training and support are crucial in fostering user competency and confidence. Monitoring post-implementation performance against predefined KPIs is vital to ensure the CRM aligns with the strategic objectives, delivering both operational efficiency and enhanced customer engagement. This phase is pivotal in translating strategic planning into actionable outcomes, ensuring that the CRM tool becomes a catalyst for business transformation.

The approach that I am writing is not only true for selecting Vendors for CRM tools but also for any other tool. The concept called TCO - total cost of ownership should be considered. TCO consists of selecting the vendor not based on initial cost, but based on the following factors: Initial Licence cost, Initial software cost, Any special Hardware cost, training cost, upgrading cost, special resource requirement cost, AMC cost. Typically we are almost 'jailed' because after purchasing the software from a particular vendor, we are stuck with that vendor. Hence, all the above factors need to be considered while selecting a vendor.

CRM software improves and automates the Sales, Marketing and Service processes. It is generally very critical for customers as it touches the customers directly. There are many vendors who provides CRM software like Salesforce, SAP, Microsoft, Zoho etc. Mostly customers go for SaaS based CRM software but there are IaaS, PaaS and on premise models also available. Decide how you want to manage the CRM software and decide cloud model. Most important is to assess how the CRM software maps your business processes along with Cost, Innovation, Support criteria. Some of the Analyst reports like Gartner, Forrester and IDC can help in your decision. Involving business owners in the process is critical

Firstly, assess your business requirements, including sales, marketing, and customer service needs. Match these against the features of potential CRM solutions. Ensure the CRM integrates seamlessly with your existing IT infrastructure, particularly legacy systems. Scalability is crucial; the chosen CRM should be able to grow with your business. Evaluate data security and compliance features, considering your industry's specific regulations. Lastly, consider vendor reputation, support services, and total cost of ownership, not just initial costs. Involving key IT, sales, and marketing stakeholders in the decision-making process is also important for a holistic perspective.

Algunos puntos en la definición de un CRM que es importante y es la estrategia de educación y formación que se tenga hacia interno, me refiero hacia los que verdaderamente van a usar la herramienta, principalmente la fuerza de ventas. Si no existe un plan de adopción real y una estrategia de formación y educación hacia el uso del CRM este de entrada podría ser un proyecto fallido o con muchos stopper.

Don't over think it. There are dozen CRM's out there that do very similar things. Spend your time understanding how you will use it, how you will implement it, and how it will interface to existing tech stack. Think about the technical requirements to manage it. Then consider a 1 or 2 user pilot test. Remember vendor's are selling. So if you ask can it do X,Y or Z. They will say yes. Remember to qualify the yes. Added module, custom code etc.... Also,