Crm software – 3 key steps to digital crm transformation
Posted: Tue Dec 03, 2024 6:51 am
CRM software – When it comes to evolution, you don’t want your business to be left behind.
Digital Transformation with CRM software is already disrupting most industries and businesses.
Those who are at the forefront leveraging new strategies and tactics to improve customer acquisition, retention and loyalty will be the big winners.
Organizations that continue doing it the same way they have been doing it for years will lose.
In the words of Ray Wang, “Digital Darwinism is cruel to those who wait.”
So, the first question is, “Where do we start with CRM software and CRM Digital Transformation?”
These are the three steps we recommend to begin with digital transformation.
1) Focus on business results – CRM software
When we engage with organizations that are trying to figure out where to start.
In some cases how to hit the reset button on your digital audit directors auditors email lists transformation, we recommend that your first step is to look at the business outcomes you want to achieve.
These can be summarized in many ways, but they are forward-looking and articulate a benefit to the organization that, to be successful, will also benefit the customer.
Most organizations are looking to drive specific business outcomes across the customer lifecycle, including:
Improve customer acquisition.
Improve customer retention.
Improve customer portfolio share.
Generate new business models and/or markets for clients.
These are all good starting points and a first step on your digital transformation journey with CRM software.
2) Determine the progression of the business result – CRM software
Now that you have a definitive business outcome, the next step is to examine the progression your organization will need to take to achieve it.
Let’s examine the conceptual progression of business outcomes from adoption to CRM software ready in the image below.
The business outcomes on the right under the “CRM Software ready” arrow are what we ultimately want to achieve.
In most cases, your organization will need to achieve the “Adoption” and then “Effectiveness” outcomes first.
Understanding where you are in your Digital Transformation journey with CRM software will help you set the right progression of business outcomes.
CRM SOFTWARE
3) Get and keep executives engaged – CRM software
The third step (which really has to be the first) is to get and keep executives committed and lead the initiative from the beginning.
This sounds familiar, right?
This is not “executive support” where they say they are behind the initiative. They need to be involved in the direction of the project because it is so impactful and important to the organization.
Beyond supporting and financing digital transformation with CRM software, what executive commitment is needed?
These are the two key areas that need specific executive commitment:
Define long-term business outcomes with the team
Help the team determine the progression of business outcomes needed to achieve these long-term results.
For example, if we were to take a business outcome to use digital transformation with CRM software, to increase revenue with our Tier 1 customers.
Executives need to be there to say, “What are the tactics we’re going to use to get there?” They need to help create the right progression of the business outcome given where the business is currently.
Once the progression of business outcomes is established, the team can create the right set of steps and activities to undertake to achieve a successful first phase.
In almost all cases, the progression of the business outcome will need to be tracked in a solution.
Executives need to be there to ensure the process stays on track and ultimately show up at key design sessions with their sleeves rolled up.
They have to be able to look at the solution and say, “Yes, that really measures our business outcome.
Digital Transformation with CRM software is already disrupting most industries and businesses.
Those who are at the forefront leveraging new strategies and tactics to improve customer acquisition, retention and loyalty will be the big winners.
Organizations that continue doing it the same way they have been doing it for years will lose.
In the words of Ray Wang, “Digital Darwinism is cruel to those who wait.”
So, the first question is, “Where do we start with CRM software and CRM Digital Transformation?”
These are the three steps we recommend to begin with digital transformation.
1) Focus on business results – CRM software
When we engage with organizations that are trying to figure out where to start.
In some cases how to hit the reset button on your digital audit directors auditors email lists transformation, we recommend that your first step is to look at the business outcomes you want to achieve.
These can be summarized in many ways, but they are forward-looking and articulate a benefit to the organization that, to be successful, will also benefit the customer.
Most organizations are looking to drive specific business outcomes across the customer lifecycle, including:
Improve customer acquisition.
Improve customer retention.
Improve customer portfolio share.
Generate new business models and/or markets for clients.
These are all good starting points and a first step on your digital transformation journey with CRM software.
2) Determine the progression of the business result – CRM software
Now that you have a definitive business outcome, the next step is to examine the progression your organization will need to take to achieve it.
Let’s examine the conceptual progression of business outcomes from adoption to CRM software ready in the image below.
The business outcomes on the right under the “CRM Software ready” arrow are what we ultimately want to achieve.
In most cases, your organization will need to achieve the “Adoption” and then “Effectiveness” outcomes first.
Understanding where you are in your Digital Transformation journey with CRM software will help you set the right progression of business outcomes.
CRM SOFTWARE
3) Get and keep executives engaged – CRM software
The third step (which really has to be the first) is to get and keep executives committed and lead the initiative from the beginning.
This sounds familiar, right?
This is not “executive support” where they say they are behind the initiative. They need to be involved in the direction of the project because it is so impactful and important to the organization.
Beyond supporting and financing digital transformation with CRM software, what executive commitment is needed?
These are the two key areas that need specific executive commitment:
Define long-term business outcomes with the team
Help the team determine the progression of business outcomes needed to achieve these long-term results.
For example, if we were to take a business outcome to use digital transformation with CRM software, to increase revenue with our Tier 1 customers.
Executives need to be there to say, “What are the tactics we’re going to use to get there?” They need to help create the right progression of the business outcome given where the business is currently.
Once the progression of business outcomes is established, the team can create the right set of steps and activities to undertake to achieve a successful first phase.
In almost all cases, the progression of the business outcome will need to be tracked in a solution.
Executives need to be there to ensure the process stays on track and ultimately show up at key design sessions with their sleeves rolled up.
They have to be able to look at the solution and say, “Yes, that really measures our business outcome.