How to Get Started with CRM?

What is CRM and What is Not? In my article titled, I mentioned how comprehensive area CRM is. The customer can force companies to position CRM while creating a comprehensive definition organization chart, ranging from data warehouse management to data analytics studies, from designing personalized campaigns, to planning personalized communications, from customer experience management to managing technological projects.

In companies where CRM will be built from scratch, it is difficult to create all these functions at the same time. First of all, it is necessary to decide which CRM functions to start with according to the company strategy. After that, it will be useful to create a CRM strategy in line with the company strategy. The CRM strategy of a company that says "Customer Experience will be my focus" and a company that says "I want to develop data-oriented decision-making mechanisms" will be different from each other.

After determining the main strategy of CRM, it is useful to determine the sub-titles and target projects that should be in your project plan in order to create a road map in the medium and long term. For example, for a company that puts customer experience at its focal point, there are sub-strategic headings such as storing the necessary data, acquiring the necessary technologies, setting up a loyalty program, creating a CRM team compatible with the strategy, creating different customer experiences, customer feedback management, urgent and regular reporting. expected. In the project plan detail, these sub-headings are detailed with sub-items.

Creating the road map and project plan according to the strategy is the most important step of not only CRM projects but all projects. Paying the utmost attention to planning then ensures that the inconvenience and errors to be encountered when it comes to the implementation phase are at the minimum level. For this, my advice is to always be patient and complete the planning phase in the most detailed way. I think the hardest thing is to show patience, but the biggest motivation factor here is to believe that the next process will be easier.

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