Upgrading your manufacturing CRM can improve customer relationships and satisfaction. It can also refine operations for better efficiency, improved market testing for new products, and increased sales. However, before integrating a CRM platform into your operations, be sure to consider the best practices for a successful implementation of your new CRM system to help avoid many of the common pitfalls.
To realize the full potential of an upgraded manufacturing CRM, it is critical to begin by engaging the right stakeholders. The CRM upgrade will be most successful with buy-in from all levels within the organization combined with partnerships with productive external stakeholders.
Top management has the power to make the new CRM an organizational priority and therefore is key to a successful and headache-free CRM upgrade. Other key internal stakeholders are the IT team who can be trained to troubleshoot and solve common technical issues and questions as well as project managers who can promote it internally and set key goals and objectives. For best results, a supportive and knowledgeable external team offers benefits that can ease the internal CRM rollout by providing technical assistance and tailored customer support. A skilled external team with expertise in the manufacturing sector specifically can help you create a competitive advantage and build operational excellence.
A Roadmap to Success
Both internal and external stakeholders can use a reliable roadmap to guide their CRM upgrade strategy. Within your company, begin by identifying specific and measurable goals that a new CRM can achieve, and consider what actions and customized approaches can help both the customer and your company. A company task force assigned to identifying internal strengths and weaknesses can be helpful for anticipating problems. An informal focus group of honest customers can also help inform the process from the customer side and can guide the development process. External partners like MCA Connect can further assist by developing a tailored CRM strategy specific to the manufacturing sector.
Good CRM practice uses an approach that emphasizes the customer experience while also addressing internal weaknesses. This includes assessing things like ordering and shipping delays or communication inefficiencies. By looking inward, companies can build on their strengths in product and industry knowledge or customer relationships while also addressing their weaknesses. The best CRM partners will help your company set timely key performance indicators (“KPIs”) to gauge performance and use the KPIs to regularly adjust the CRM strategy for the benefit of customers and company reps.
Any successful CRM upgrade strategy will be customized and tailored for the specific industry and company. Prior to implementation, it’s helpful to consider the CRM upgrade best practices that will enable you to best utilize this technology for your particular company and software needs. For a specific example of an effective manufacturing CRM revamp, see this case study on the results of a CRM upgrade in the real world.