1) Where is lead data currently stored?
2) Where is all your customer data currently stored?
3) Where is order data currently stored?
4) Where is all the data for invoices currently stored?
5) Where are all internal passwords currently stored?
6) Where is stock data currently stored?
7) Where is payment data currently stored?
8) How do you analyse any trends for your organisation?

The list could be endless, however, the answers to these questions will allow you to understand what a CRM system is. For some this may be paper based, some may use excel or access and some may even be using notes (we have seen it all!).

It is a digital platform which stores ALL of the data above in one place. It allows a streamlined process reducing the need for admin work! Let employees do what they were hired to do as opposed to being bombarded with admin work!

Types of CRM

There are numerous CRM systems out there, some on premise (the servers are on your premises) and some cloud based (these can be accessed from anywhere with an internet connection), some are off the shelf built for your industry, and some are built bespoke for your business. The best way to understand this comparison is to think about a suit.

An off the shelf system is like buying a ready-made suit. It does the job, but may have parts you wish weren’t there, may be too big, too small and may not adapt to your body as you grow.

A bespoke system is one which is like a tailored suit. It is built for you and your body. There is no excess fabric; it is built for YOUR measurements and can be tailored further at any point when needed.

Primary Components of a CRM

The primary components of a CRM system are what you need them to be! Most CRM systems start with the basic sales functionality or allowing:

Lead to be processed –> to opportunity –> to a quote –> to an order –> to an invoice being sent to clients.

However, within Dynamics 365, that is just ONE application, sales. There is scope for customer service retail, marketing, field services HR – you name it, the app is ready to be tailored to your needs.

Remember…

When choosing a CRM system, always remember, it is great to have a place to input data, but the value is the output of data the system gives you (I.e., reporting on trend analysis, yearly figures, quarterly figures etc.). You need to be in a position in which any data you input into the system, you are able to generate good output from it too!