We require business tools that give us the freedom to think, plan, and execute our sales & marketing strategies. With a right CRM software, you can manage any sales processes from lead generation to invoicing completely from your mobile devices. Your team can resolve the issues related to customers relations professionally and on time. A good CRM allows you to take timely decisions that enhance business profits. It should contain the modules you company deals most frequently. These may be sales, support, or marketing modules, all working together. Jobs get done faster and better. A custom CRM can make organizations of different sizes streamlined, integrated, and more dynamic than ever before. If you think of the custom CRM system implementation, read this article to make sure that this type of software can help optimize your business.
What Can a Customizable CRM Do for You?
First off, let’s define what a CRM can do for you. Most people who see a CRM, think of a software or a technology. But don’t forget, it all starts with the customer, not from one customer but hopefully, many consumers as your business go larger. Before each of those became a customer they were a prospect or a lead or a contact with some information about them (a name, phone number, email address and a data that might influence your sales process such as the title or how long they are in the process about buying your product).
Collecting necessary information faster
There are several types of activities that occur in order to earn someone’s business. Through these activities such as phone conversations and email, you often gather more information about the company or the information containing the contact’s role in the decision-making process.
Collaboration within all the departments
Not only due to communicating with contacts but you also communicate with other people within your company such as pre-sales, support, your boss, or accounting. These contacts are usually associated with the company. For each company you work with you may have more than one contact. You will also be managing information not only at the contact level but at the company level. You may wish to check where various documents, pass you concurrent sales opportunities and other forms of communication or useful information about that company from a central system of record. Remember the value of doing all of this. You are collaborating with your colleagues. It is likely that you are not the only person who needs to view all of this information. You have to worry about the accuracy of different versions that people may own.
Keeping your information in one place
Many of us are ready to keep our contacts in some sort of system another way from business cards and paper to more advanced simple approach such as saving on your smartphone that is more accessible and easily editable. When using a tool like Outlook, for example, you are checking emails as well as setting appointments. You may opt to create some Excel sheet to organize your data and to check information. You may even create some reports to measure yourself in marketing. Your company may still have multiple versions of the data. There may be still more information about the company or an individual you are not tracking in the sale, not to mention what happens before or after that sale.
Have you ever wondered what the difference between CRM and ERP is? Check out the relationship between ERP and CRM
3 Reasons to Build Your Own CRM Systems
So, let’s talk about what benefits a CRM implementation brings to an organization. What can a CRM implementation do for you? Before we start discussing that, think of the existing processes you already have in your workplace. Surely, your company has already an established process. For example, your marketing department generates some activities and an effort to transform leads into customers. Once you have customers in the place, you may create or provide some services or support around them. Each of your departments has its own process. The entire organization has also the framework to make them work together.
#1 – Measure all the processes inside your organization
How can you measure the efficiency of every single process in your workplace and make it better? Let’s start by talking about sales. Instead of viewing sales as a central activity of your company, think of the customer as the central focus. CRM platform is about attracting and retaining the customers. Marketing activities are about generating prospects or leads and customers. By implementing a CRM you will be able to gather information about people who visit your website or come in through other promotional activities in one centralized location.
# 2 – Automate all the processes related to customers
A CRM app also allows you to automate the processes you haven’t placed, for example, managers approvals. CRM enables your clients and service reps to have all information available when bringing new customers on board. Happy customers mean repeat business which is the most efficient kind of sales. Your departments are working more efficiently together with one centralized view of the customer. CRM allows you to gather and manage all that valuable information in one place.
# 3 – Make your departments collaborate
What are some challenges a CRM implementation can help you with? Let’s talk about the process. How are your sales conducted? How does your marketing department collect information and handle the after sales? What is a circulation process for a customer open case? Think about your processes. Think about how can you measure the effectiveness of your processes. Are your departments communicating with each other? Lack of collaboration on a department and organizational level can lead to confusion and longer sales cycles. In addition, the lack of visibility across departments will lead to the same results.
So, we defined the main challenges a custom CRM may resolve:
- No standardized processes
- No collaboration
- No visibility
Implementing CRM gives you the tools to manage, measure, and improve your processes. Creating workflow rules, for example, ensures that your sales reps follow the specific stages of the sales cycle. CRM allows visibility across departments. When using a CRM a sales rep can more easily share information with different departments which may contribute to a much faster sales cycle. Not only you are checking what happening during a sale but CRM collaboration tools such as reports allow you to measure your efforts so you are making more money, faster and more efficiently. Ultimately, CRM helps you attract and retain customers. Think about how you are doing this today and how the technology will support you by enforcing and improving this process. The combination of your process, your people, and your technology is your successful product launch.
CRM systems may include a lot of useful features. For example, with a Salestool developed by Diceus and offered by Nextcom, you can test new employees, engage competitions, and use a predictive dialing functionality. As a rule, CRM implementation makes customers more satisfied with the goods and services they get, helps to increase sales and enhance sales processes. CRM ensures that customers become more loyal to your brand, products, or services, i.e. bringing higher revenue to the company.
Can’t make up your mind to build CRM or not? Here’s our latest article on Who Needs Enterprise-Grade Solutions?
Step-by-Step Customer’s Guide to Creating Custom CRM Solutions
Here are the key steps to follow if you are just at a start line to creating your CRM system:
- Make a list of your business requirements, needs, and goals.
- Think of and write down the features you consider to be the most crucial for your business processes.
- Discuss the list of the features with your colleagues, co-workers, and employees to define which ones you don’t actually need.
- Hire an experienced technology partner or a software engineering company to start developing your CRM-product.
- Note, that a CRM platform won’t solve all the business problems you have. It’s just a tool that must be optimized regularly to bring the value to the table.
The successful implementation of CRM systems depends on the experience of the developers you hire. Therefore, it’s very important to make the right choice of the vendor. Below is a typical CRM development process. Check it out to understand what steps should be followed by vendors to create a custom system.
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Step-by-Step Developer’s Guide to Creating Custom CRM Solutions
#1 Collection of project requirements
A starting point in this stage is to get to know about the industry you will develop a CRM as much as possible. Developers must clearly understand the organization’s processes and workflows. How to gather all the necessary information? The best way to do this is interview the stakeholders as well as the potential users of the CRM. Users, of all people, understand what they need and want to see in their new software system to make their days more productive. Clear specifications are the basis for the project’s success.
#2 Analyzing project specifications and planning
During this stage, developers usually map out all the requirements they got from the stakeholders and users of the proposed system. They discuss those requirements during several design sessions to see what patterns should be developed. A team takes into consideration the current industry trends and the previous experience as well. They identify the most painful challenges a company faces and try to address those challenges with the best practices solutions. A good practice is to prioritize the requirements like must have, urgent, low priority, nice to have and so on. This can help developers understand what is actually critical to their clients. This data is also used to break the requirements down and determine the main stages to build a CRM.
#3 Designing and Creating the Wireframes
This stage lays the groundwork for further development. During this phase, the design of a future product is discussed with the stakeholders who are expected to give their feedback. The design development starts with wireframes outlining the screens. Once the design is approved by all stakeholders and team members, the development phase begins.
#4 System Development, QA and Testing
The most complex part of the entire SDLC is the development & testing phase. It starts with setting up the environments and code repository for the team’s collaboration. Usually, a team is divided into back-end, front-end, and testers who collaborate to build CRM with a high-quality code, free of errors and bugs. QA engineers work continuously both with front-end and back-end developers to test each part of the code. Besides, builds are pushed regularly for the clients to test the system and provide their helpful feedback.
#5 App Deployment
While deploying an application, software development teams consider the next things:
- Do they deploy to a new instance or an existing one?
- Does a company have any legacy data to be migrated?
- Are there any systems that must be run simultaneously?
The answers help teams make sure that the production environment is set up properly to deploy the application. After the deployment, test engineers do another portion of regression testing to make sure everything works the right way.
#6 Iteration and Monitoring
After the launch of the product, as users start filling the CRM with new information, developers get a lot of feedback and data demonstrating the users’ behavior. The team is able to see what features the staff interacts with and which ones are not drawing staff’s attention. The feedback information helps developers understand if the system meets users needs and expectations.
How to Avoid Hiring Scams
Meeting an unfair vendor or a scam is like purchasing something from a morally questionable website online. Low rates for custom CRM development attract a lot of customers but you should note that cheap prices don’t ensure that you will get a high-quality product at the end. Here are some guidelines to adhere to, not to be deceived by developers:
- If you feel a potential vendor cheats, he likely does.
- Before hiring a particular development team, check out what company you’re dealing with. There are a lot of trusted websites like Clutch or Good Firms providing reviews, recommendations, feedback, etc.
- Dishonest vendors don’t delve deeply into the core of your business and won’t ask you about your goals and objectives.
- They don’t conduct a business analysis to deliver a minimum viable product as well. Therefore, it’s better to contact a reliable vendor who can prove their experience in a particular domain.
- Feel free to screen the skills of all the developers you’re going to hire for your project.
- Don’t sign any documents/agreements without reading them. You should make sure you understand every paragraph of a document you are to sign.
- If it’s possible, meet your team and get acquainted with each of the members. Thus, you will surely know what people work for you. It often happens, that unfair vendors replace people, tell that your team is much bigger than it actually is.
Diceus is expert in custom development of CRM systems. Look how we do this.
Custom CRM Cost
To determine the cost of a customizable CRM software, teams consider a lot of aspects like the scope and the difficulty of the project, the number of features, the cost for deployment, support and maintenance, and the rates of the developers who will build a system. The cost estimation may be divided into the costs for modules (for instance, pre and after sales, marketing campaigns, and support modules). It’s quite impossible to claim now how much the design of the best customizable CRM costs as the precise calculations can be done only by the team that will develop an application.
So, if you are going to develop a new system, contact your vendor to get an accurate quote. If you’re still looking for the right people, feel free to get recommendations on CRM development from our top experts.
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