Know your customer!
To get more loyal customers with a higher satisfaction you first need to know what motivates them to buy and keep on buying from your company. Is it your service, the price, the products, the accessibility of your company or "just" the good experience? How do your customers experience you? How do they value you, why do they continue purchasing from you or leave your company? Customer satisfaction research helps you to determine your marketing strategy, expand your customer base and increase the quality of the relationship with your customers.

How do you serve your customer?
Any idea how your processes look like? Do they need to change in order to support your (new) marketing strategy? These processes are the foundation when you want to have your CRM (Customer Relationship Management) work properly. You can read more about this below at Package selection. A process analysis is the ideal opportunity to align your employees and create a shared commitment. It is amazing how differently people can think about the same process within an organization

With what does your (future) CRM application needs to meet?
With what does your CRM application exactly needs to meet to give a good support to your business processes? What should it be capable of to have your employees do their work properly? A solid requirements analysis is necessary. Often such an analysis is done after the purchase of the application, but it will prevent disappointments if you choose to do it before selecting the application.

How do you select a new CRM application?
With your requirements ready we can enter the selection phase. In which you'll need to decide for what channels (e.g. mail, telephone, text services, internet, email) need to be supported by the application. Does the application fit in your application architecture? Is the supplier capable enough to support both your organization and application. A strong package selection helps you to make the right choise.

How do YOU want to use YOUR CRM application?
When you want to use your application the way it should be then it is important to make a functional design in which is exactly described what the CRM application should be capable of at every step of the business process and how it looks like for a user. This functional design is based on the requirements and the process analysis and shows mockups of the application. This way your organization gets a clear picture of how the application will be configured and the application consultants will know what to do.

Do you have enough resources to lead this project?
When you have insufficient resources to lead this project, it is quite possible to combine the role of business analyst and project leader by Pine Projects at smaller projects.

How do you increase the acceptance of your CRM application?
Quite often the users of the application play only a minor role in the preparation of the implementation (requirements, selection). This does not benefit the acceptance. It would be a wise decision to involve experienced employees at the start of the project and also with the business acceptance test right before the implementation. They will then test their own requirements.

How do you get everything out of it?
Conditions for a successful implementation, besides the acceptance test, of a CRM application are training of end users and communication with users and all other stakeholders during and after the project. Pine Projects can assist you in the creation of a communication plan, training materials and manuals, the training of users and managing the production of eLearning modules.

How do you see to a swift implementation?
At an implementation the technique has an important role, but even more important is your own organization. Do you get into production at a blow or in phases? Your employees (users and keep also their managers in mind) could probably use some support at the start. It may be sensible to create some reports monitoring the usage of the application and the progress of say the progress of service requests or opportunities.