<p>Questions and examples to consider when implementing a CRM</p>
We want to…
Grow revenues by x% by selling more to our existing customers
Grow revenues by improving the performance of our sales team
Improve the quality of the customer support we deliver and reduce the cost of delivery
Improve marketing execution, so we can generate more leads and grow revenues
Streamline order processing, so our staff can spend less time on admin and more time on other aspects of their role
Make it easier for sales people to record their activities and produce their forecasts, so they spend less time on admin and more time with customers
Improve the renewal rates within our organization from x to y - thereby generating z in additional revenues
NOTE: Outcomes should not be technology achievements.
For example having all our customer information in one database / a 360 degree view does not by itself deliver benefits, however it might help you deliver your business outcomes.