CRM is about creating better customer relationships and the best way to do this is by using a CRM system. The process of implementing a CRM system varies from supplier to supplier, but the main difference between Lime and other suppliers is that we do everything in-house. We develop the system, we implement in close collaboration with you and we have our own in-house support team, ready to assist you when you need help or have questions.
What happens once you have decided to invest in a CRM system and what can you expect as a customer? Every project is unique, but in general it goes through five different phases.
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We look at your needs together
In the first phase, we define your needs together and what issues the CRM project should solve. We always start from the perspective of your processes and routines and the challenges you’re facing.
Our account managers asks a number of questions to understand your needs better and share their experiences from similar project implementations, as some of the challenges that you face might already have solutions that we know of. However, we always tweak the solution to align perfectly with the needs of your company. Based on these discussions, we develop a smart and efficient solution together that meets your requirements.
Assign a project team
As a part of the CRM project, it’s important to create a project team consisting of stakeholders from all parts of your company. Your project team is the main point of contact with our project group during the CRM project.
Having a well-composed project team is crucial for the CRM project to be successful. Therefore, make sure that the project team is made up of representatives from all departments and user groups that will use the system. Try to include people with a variety of skills and abilities. For example, one person with a good technical understanding, one with project management experience, one with good process skills and one person who is highly enthusiastic to inspire and get buy-in from the rest of the organisation.
Project planning
At the same time we do the needs analysis we also set the project framework in terms of scope, schedule and budget. Once we’ve come to an agreement to go ahead, we appoint a project group to your project, a project manager and consultants who will support your team with planning and implementation. Don’t worry, you won’t be left on your own! We’ll support you during the entire project!
Execution and delivery
Once the entire CRM project starts a multitude of activities runs in parallel to each other. For example, both Super Users and Users will go through system training at the same time. The CRM solution, including the connected database, will also be developed and tested. Project meetings, progress monitoring and documentation takes place on an ongoing basis, with close collaboration between our project group and your internal team. Once everything is finished and delivery acceptance has been reached, it’s time to go live with your new CRM system.
Monitoring and ongoing development
Once the CRM project is live, we always monitor it to ensure that it’s actually being used. We have a highly responsive and friendly support team that are happy to assist with any questions your users may have. It’s always possible to further develop and adapt your CRM solution if you discover changed needs or new ones arise over time.
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