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My employer has asked me to perform some due diligence around what we need to do to make the most of their MS-Dynamics CRM installation. We have been working with MS-CRM 2011 and plan on upgrading to 2015. In reality we use about 5% or less of the functionality the platform offers. To remedy this my boss has asked me to investigate the following:
"If we were to step back and start fresh what would we need to do, and more importantly to know, to really get the most benefit from CRM?"
While I have experience developing on the platform (CRM4 & 2011), the subject of what we as a business need to do to prepare for adopting, or in our case re-adopting, CRM is a hefty topic so any guidance would be greatly appreciated.
My employer is a retail operation with stores throughout the US and a growing online retail operation. We manage credit approvals in house and via a third party for near real time approvals / rejections.
Any links to white papers, blog posts and the like would be greatly appreciated.
Thank you in advance for suggestions and guidance.
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Answering my own question I've come up with the following:
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CRM works its magic by making deep, fundamental changes in the business processes, especially in sales and marketing…a full-featured CRM solution isn't just a piece of software to install; it includes a host of process changes that are designed to introduce best practices to the company. It is the combination of software and modified processes that makes CRM so powerful.
References & links:
http://it.toolbox.com/blogs/insidecrm/preparing-for-crm-63118
http://blog.toplineresults.com/post/2013/03/14/Preparing-for-a-CRM-Implementation
http://www.nten.org/articles/2012/5-keys-to-preparing-for-your-crm-system-implementation
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