The process of implementing a CRM system varies depending on each chosen CRM supplier. 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. We have our own in-house support team, ready to assist you when you need help or have questions.
So, what happens once you have decided to invest in a CRM system, and what can you expect as a customer? Although every project is unique, our projects always go through 5 phases. These phases are discussed in further detail below.
Phase 1. Needs analysis
In the first phase, we jointly define your needs and what issues the CRM project should solve. We always start from the perspective of your processes and routines and the challenges you are facing.
Our account managers go through a number of questions with you. They will also share their experiences from similar project implementations, as some of the challenges that you face may match what we have helped existing customers of ours already. However, we will always tweak the solution to align perfectly with your needs. Based on these discussions, we jointly develop a smart and efficient solution that meets your requirements.
Phase 2. Assign a project team
As a part of the CRM project, your need to appoint a project team consisting of stakeholders from all parts of your company. The project team is the main interface to Lime’s project group during the 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.
Phase 3. Project planning
As we jointly conduct the needs analysis, we also set the project framework in terms of scope, schedule and budget. Once we have agreed to go ahead, Lime appoints a project group, a project manager and consultants who will support your project team with planning and implementation. No customer is left to their own devices! We are committed to supporting you throughout the entire project.
Phase 4. Execution and delivery
Once the CRM project has been initiated, a multitude of activities will run in parallel. For example, both super users and “common” users will go through system training. The CRM solution, including the connected database, will also be developed and tested. Project meetings, progress monitoring and documentation take place on an ongoing basis, with close collaboration between our project group and your internal project team. Finally, it’s time to go live with the new CRM system.
Phase 5. Monitoring and ongoing development
Once the CRM project has gone live, we always monitor it to ensure that it’s actually being used. We have a highly responsive and friendly support team who are more than happy to assist with any questions your users may have. If new or changed needs arise over time, it is always possible to further develop and adapt the CRM solution. We use Lime CRM in our own business and constantly aim to develop it to better support us as we grow and develop new needs.