The Ultimate CRM Checklist

Purchasing a CRM (customer relationship management) system for your business is a major financial undertaking. You'll need to align your internal processes with the software, decide whether to host it yourself or with a vendor, and if you want to pay for vendor support or contract/hire a CRM admin.

There is a lot that goes into purchasing a subscription to a CRM platform, and the number of options and opportunities for failure are dizzying. To make life easier for you, my beloved visitor, I've condensed over a decade of my experience with CRM systems and software engineering into a super simple but powerful checklist.

Your guide to a successful CRM migration or implementation

1. Clearly Define Your CRM Goals

1.1. Figure out what you want to do with your new shiny CRM (i.e. reduce defects, increase productivity, increase customer satisfaction).

1.2. Set a measurable goal. For example, reducing lost leads by 15% or increasing project completion times by 30%. Don't be vague here, goals like 'make communications better' cannot be quantified.

2. Choose the Right CRM Platform

2.1. Pick a CRM that can mold itself to suit your unique business process. Avoid CRMs that make you change your operations drastically to suit it. Remember, bigger is not always better, and Salesforce is great but it's overkill for most small businesses.

2.1.1. Cloud-based vs. on-premise - There are pros and cons to both. But unless you have a very specific use case or a very tight budget, cloud-based solutions work just fine for most people.

2.1.2. Align the CRM costs with your budget - Nothing in this life is free, not even open-source CRM systems. When determining costs, be sure to factor in the total cost of ownership, not just the monthly subscription cost per user. There are all sorts of fees associated with buying a CRM.

2.1.3. Scalability and future-proofing - You'll want a platform that can scale with you. If you bring on more business or require more complex integrations with other tools, you need a partner that has the skillset to accommodate your growth.

2.2. Thoroughly Research CRM features - Most CRMs come with a ton of features you won't need. Be sure you're only paying extra for things you will actually use. Here are some of the common features you'll see in most CRM platforms.

2.2.1. Account, lead, and contact management

2.2.2. Pipeline management

2.2.3. Contact automation

2.2.4. Customer support/telephony/SMS integration

2.2.5. Reporting and analytics

2.2.6. Case or ticket management

3. Data Migration and Setup

3.1. Clean your existing data - don't bring junk into your new house:

3.1.1. Remove duplicates

3.1.2. Correct inaccuracies - date formatting can be especially tricky

3.1.3. Standardize formats

3.2. Map out data fields to align with the CRM system.

3.3. Import data into the new CRM.

3.4. Test the data migration for accuracy and completeness.

4. Customization, Configuration, and Change Management

4.1. Customize CRM workflows and processes - this is where you truly make the CRM your own and put the robots to work to make your business better:

4.1.1. Set up custom fields and data entry points - try not to go too crazy with this, as hundreds of custom fields make troubleshooting harder, can potentially increase your costs, and cause headaches for developers and admins.

4.1.2. Configure sales pipeline stages - this is where the money is going to be made. Be sure to gather input from the sales team. This will go a long way for user adoption, which can be akin to pulling teeth for those salespeople that keep sticky notes and spreadsheets everywhere.

4.1.3. Define automated workflows for lead assignment and follow-up.

4.2. Configure user roles and permissions:

4.2.1. Assign appropriate access levels based on team roles - apply the principle of least privilege here. Only grant users enough access to do their job functions. Granting more than required is a recipe for disaster... trust me.

5. Integration with Other Tools

5.1. Ensure CRM integrates with:

5.1.1. Email platforms (e.g., Gmail, Outlook) - this is probably more crucial for the sales team than the operations people, but it’s certainly a nice-to-have.

6. Training and User Adoption

6.1. Conduct training sessions for all team members:

6.1.1. Sales team - historically the hardest people to get to use any system. Good luck prying them away from their 6-mile-long spreadsheets.

7. CRM Data Security

7.1. Ensure CRM data is backed up regularly.

7.2. Set up encryption and data security measures.

7.3. If you deal with HIPAA or any other regulation be sure to obtain a BAA from the vendor and other other relevant information.

Make the right choice with Super Easy CRM

This checklist and many of the other tools on my blog are 100% free to use. I also offer a free version of my CRM that doesn't throttle your experience like most platforms. It's a fully featured free platform that allows you to store nearly unlimited records and data.

However, if you want a premium CRM service or you have questions about your next move, don't hesitate to reach out to us at [email protected]. Also, feel free to DM me directly on Twitter @devmatt954.

 

Matt is the CEO of Super Easy Tech and creator of Super Easy CRM. He is a passionate software engineer, tech blogger, and gamer. Feel free to connect on any of the platforms listed below.

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Posted by: Matt Irving on 9/04/2023