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BizReport : Advertising : March 10, 2016

Top 3 tips for a strong CRM strategy

Knowing customers is key to a solid CRM strategy, but it isn't the online factor. One expert offers three tips for brands to improve their CRM.

by Kristina Knight

1. Understand your customers.

"Before business owners and managers can implement a successful CRM strategy, they need to have a good understanding of who their customers are, what their needs are, and what drives their purchasing decisions. These key factors will help businesses develop strategic and focused programs and select a CRM that will best support them and deliver the maximum ROI," said Loretta Jones, Vice President of Marketing, Insightly.

2. Training is critical.

"Employees won't appreciate a tool without the proper training to use it. Give them the necessary time to dive into the CRM and get a feel for how it can be used. Choosing a tool with a simple interface and without unnecessary features will also help to increase adoption across the organization. A CRM is only useful when everyone is committed to using it," said Jones.

3. Establish milestones.

"Evaluate your current business process to determine what could be improved with the help of a CRM. Once that's established, determine how success will be measured and then establish milestones that can be referred back to later. These should be identified before implementation, so managers and employees can see the progress of programs in real time," said Jones.

Image via Shutterstock

Tags: advertising, CRM strategy, ecommerce, Insightly

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