Handling Complaints with a CRM Solution

Analyzing complaints will identify recurring problems and weak areas, and pinpoint particular time periods or departments involved. A CRM solution is the most obvious method for storing and recording this information. Any gathered information should be presented in a simple, non-critical fashion and passed to the relevant managers. At this point, management will need to consult staff and formulate corrective action.

• Nature and date of complaint
• Names, contact information, addresses
• Action - solution suggested
• Customer response to suggestion
• Timeframe for corrective action
• Person responsible for action

CRM Implementation Timeframe

How long does a CRM software implementation take?

Generically, this is a difficult question to answer. In fact, a generic response to this question may lack certain credibility. The variables that most influence the scope and associated time requirement for business software implementations include:

• CRM software scope
• User count/licenses required and number of user locations
• Executive sponsorship
• Data conversion
• Integration with other systems
• Software customization

CRM Software Assessment vs. Partner Assessment

Although it is human nature to combine the two (and to some extent unavoidable), it is important to remember to evaluate the CRM software solution, not the partner. Stress to your selection team the importance of focusing on the CRM software technology.

In order to find the best balance of features and budget, there are a few critical questions that need to be addressed.

1. Is there a clear CRM software solution winner?
2. Is the CRM project feasible? Make sure the project is within your budget.
3. If there's not a clear CRM solution winner, would at least one or two of the CRM software solutions be a good fit?

Involving a CRM Consultant

A very cost-effective option for ensuring success of your CRM project is with the involvement of a CRM consultant, beginning with your project's early stages. This helps get everyone in your organization on the same page with a full understanding of the project's undertaking.

The best CRM projects require good planning to limit the risks and maximize the returns; they don't just happen. Resist the temptation to rush into purchasing a system as this can result in implementing the system in a way that is not conducive to your business practice. Experienced CRM consultants can help clients identify key requirements, technologies, vendors and budgeting.