CRM Healthcheck
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The CRM Healthcheck is specifically designed to assist those firms who have implemented a CRM system but do not feel that they are getting a satisfactory return on investment.
This might be for a wide range of reasons but typically we work with firms who have issues with one, some or all of the following A,B,C of CRM challenges.
- Acceptance – how readily will partners and fee earners share information? What’s in it for them? How does the system fit in to their working day?
- Benefits – how will the system be “sold” to the potential users? How will process changes be effectively managed? What training and communication plans are in place?
- Content – How good is the data in the system? Who has responsibility for managing it? Are they sufficiently skilled and resourced?
We have developed an audit that helps firms to articulate their CRM strategy in practical language. Focused on real deliverables, the audit results in the creation of a roadmap with specific actions and owners and dates by which they will be completed.
It also identifies challenges and issues that need to be worked through and a plan for how to tackle each.
The process is kicked off by a ½ day workshop, attended by the core project team. The session starts by asking the team to define the purpose of the CRM system or programme and the key business benefits that its implementation will deliver for the firm and over what timeframe. This is created as a “brainstormed” list which is then reviewed and rationalised and fitted in a roadmap with clear actions, due dates and owners.
Following the workshop the Stanton Allen team will then refine the output from the session and then present the results and recommendations at a second half day session with the team. This second session also allows further debate and the opportunity to input to the final roadmap.
The healthcheck is not designed to be a lengthy consultation exercise, it’s a short, sharp review of the ABC issues to create an actionable plan and a shot in the arm for the CRM team to re-invigorate the programme.
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