Share this content
4

Independent CRM consultants: The pros and cons

Independent CRM consultants: The pros and cons

Didn't find your answer?

Latest discuss posts

CRM projects can be enormous undertakings for enterprises, and as part of this you'll need to decide whether to rely on your software vendor for your professional services or turn to an independent CRM consultant. What advice can you share about making this choice? Have you used an independent consultant in the past - was it a success? Have you relied on a vendor for your professional services and regretted it?

Please share your thoughts/experiences so that the community can benefit from your insights. 

Thanks!

Replies (4)

Please login or register to join the discussion.

linkedin
By LinkedIn Group Member
19th Nov 2013 19:35

Comment on this post from the MyCustomer LinkedIn community

Experience at The Customer Framework has taught us it is critical to get the business requirements clear before talking to any CRM vendor, or indeed, system integrator. Is it possible to obtain an impartial assessment of real needs from someone who is trying to sell a solution and the implementation? 

We would suggest it is always better to select an impartial, technology agnostic with real specialist experience in Customer Management to help define the need, quantify the value and scope the transformation needed to deploy the system successfully. Only then should a vendor and integrator be appointed. 

Our experience shows, retaining the independent to manage the vendor/integrator, much the way major engineering projects retain specialist project management independently of the contractor, keeps the project on track, prevents scope morphing to suit vendor and/or integrator preferences and yields better and quicker business results.

Thanks (0)
linkedin
By LinkedIn Group Member
31st Jan 2014 14:37

Comment on this post from the MyCustomer LinkedIn community

I agree with Andy. I worked at two different companies and both times we implemented a CRM and in both cases we used independent consultants to help with the implementation. Both implementations were successful and we received exactly what we wanted.

Thanks (0)
linkedin
By LinkedIn Group Member
31st Jan 2014 14:38

Comment on this post from the MyCustomer LinkedIn community

 

Andy is spot on. CRM projects are more about CEO active involvement and using tools like people change management before tackling the process of CRM software tool selection - I emphasise software tool because the CRM package is purely one building block of a complex journey that requires careful guidance and a will by management and all employees to commit to a customer centered culture

Thanks (0)
linkedin
By LinkedIn Group Member
31st Jan 2014 14:40

Comment on this post from the MyCustomer LinkedIn community

Good advice from Andy. 
You need strong centralised business leadership and all key people engaged to get a good outcome. It is generally a big change programme - not just an IT project. 
An Independent CRM consultant can add value but cannot solve big internal issues without critical senior sponsorship plus solid objectives, clear requirements and timescales; 
If you are the sponsor, critical issues to cover include 
- stakeholder engagement; (contact centre; Marketing; IT; web/ecommerce; Management team); 
- clarity of objectives, requirements and timescales; 
- Business requirements and process analysis to ensure later software solutions make sense to your CRM culture, required aproach etc 
- solid internal project management with good SI and process experience 
- dont expect miracles from your vendor - numerous areas including those above need to be covered as well

Thanks (0)
Share this content

Related posts