Many businesses buy CRM software and then try to fit it around their existing working habits.
But if employees do not follow a clear sales process, the CRM may simply record the same confusion in digital form.
Before setting up the software, decide how your team should handle an enquiry from beginning to end.
1. Write Down the Main Steps
Suppose your company sells office equipment.
Your sales process might include:
- Receive the customer enquiry.
- Assign it to a salesperson.
- Understand the customer’s requirement.
- Send a quotation.
- Follow up.
- Record whether the sale was won or lost.
Your actual process may have more or fewer steps. The important thing is that everyone understands what to do next.
2. Decide What Must Be Recorded in CRM
Not every activity needs a separate field or complicated workflow.
Identify the important information managers need to review, such as lead status, customer requirement, quotation status and next follow-up.
Configure the CRM around these requirements.
3. Improve the Process Where Needed
Your old process may have developed around the limitations of diaries, Excel or other tools.
When moving to CRM, review whether any steps can be simplified. Do not copy every old habit into the new system without checking whether it is still useful.
Final Advice
CRM helps manage your process, but your business must first decide how that process should work.
Write down the main steps, agree on the responsibilities and then configure the CRM to support them.
Need help organising your sales process before CRM implementation? Discuss your requirements with the Sukam Apps team.
