Why business CRM?
Each company has its own characteristics: unique stages of sales, internal logic of working with clients, specific reports, departments and chains of interactions. Ready-made boxing CRM systems are good at the start, but often they require “bending” to other people's logic. As a result, some business processes are lost, employees experience difficulties, and the effectiveness of the implementation is lower than the expected.
Solution - CRM development for its own business processes , taking into account all the nuances, internal standards and goals. This is an investment in systematic, scalability and long -term efficiency.
Stage 1. Analysis of current processes and setting goals
The first step is to understand How your business works now , And what exactly do you want to improve with CRM . It is important here:
- describe all stages of interaction with customers - from the first touch to repeated sales;
- highlight those responsible at each stage;
- Understand where applications are lost or malfunctions are taking place;
- Formulate key goals: acceleration of applications, quality control, re -sales, etc.
Example: The company can have three types of customers (retail, wholesale, partners), and for each - their own logic of communications. This must be taken into account when designing the system.
Stage 2. Designing CRM structure
At this stage, The architecture of the future system:
- What sales and communications funnels are needed;
- What will customer and transactions look like;
- What fields and statuses are important for tracking;
- What automation are needed (reminders, changes in stages, notifications);
- What reports and indicators will be key.
It is important to take into account The role of each department: who creates transactions, who closes, who is responsible for control, who is engaged in maintenance after sale.
Stage 3. Choosing a technological platform
There are two options:
- Development of CRM "from scratch" - for specific requirements, on individual architecture. This gives maximum flexibility, but requires more time and resources.
- Castamization of the existing platform (for example, Bitrix24, AMOCRM, ODOO, CEATIO) - Fast implementation with the possibility of deep refinement.
The choice depends on the budget, terms and specifics of tasks.
Stage 4. Development and customization
After approving the structure, implementation begins:
- creation of fields, forms and processing logic;
- implementation of automation (triggers, scenarios, applications processing rules);
- Integration with sites, telephone, mail, instant messengers, 1C or other systems;
- setting up access rights and roles;
- Creation of documents templates, e-mail and SMS newsletters.
Important: At this stage, testing on real scenarios is always carried out.
Stage 5. Employees training
Even the best system will not work if employees do not understand how to use it. That's why:
- Detailed training for different roles is carried out;
- Instructions and short videos are created;
- Internal responsible for implementation and support are appointed.
CRM should become part of the culture of work , not "another program where you need to fill out something."
Stage 6. Starting and escort
After starting, it is important during the first weeks:
- track narrow places;
- adjust feedback logic;
- Regularly watch analytics and improve processes.
The CRM system should develop with business: with the growth of the team, starting new products, changing marketing strategies.
Conclusion
The development of CRM for your business processes is a step towards a mature, controlled business model. Such a system not only takes into account current realities, but also ready for scaling: hiring new employees, entering new markets, automation of routine and profit growth.
If you want to build a stable client system, where each application is brought to the result, each manager knows his tasks, and the manager controls key indicators - CAST CRM It will become a powerful growth tool for you.