What you need to do after implementing a cloud CRM solution?


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Worldwide CRM market has grown by 13.3% in the last year, from $20.4B in 2013 to $23.2B in 2014.

47% of total CRM software revenue in 2014 has been generated from SaaS-based CRM applications.


While hyper growth is the dream of every business, very few manage to achieve it within the desired time frame. Reason being the – the challenges that comes in the way from humble beginnings to becoming a disruptive business. One of which is providing a best-in-class customer service experience to a rapidly growing customer base.

implementing a cloud CRM solution

It’s this profound emphasis upon quality service that clearly explains the above-mentioned Gartner facts.

As and when businesses have realized the importance of customer service, simultaneously, they have also realized the fact that it is not possible for them to increase their budget and headcount indefinitely at the same rate as the customer growth. Hence. they have turned to innovation, automation, and zeroed in on cloud CRMs, in view of the formidable role that cloud CRM plays in rendering a world class service solution. As a result, the implementation percentage of cloud CRM has soared high.

The objective of every business entrepreneur behind the implementation of a professional cloud CRM application has been one:

‘To deliver a world-class service experience to customers across different industries, around the globe.’

However, implementing cloud CRM solution is just half of the battle won

Confused? Read below:

In majority of the experts’ opinion, after months of searching, analyzing and comparing the different systems – what businesses get is a shiny new cloud CRM. To ensure that the CRM delivers all the benefits as expected, businesses need to take care of the software so that it remains in good shape and condition.

In what holds further is a summarized list of FIVE essential pointers that every business entrepreneur needs to consider in order to take care of the CRM software and certify that it benefits the business:

1. Right Attitude

It’s seen that businesses (especially the new start-up ventures) get apprehensive when it comes to using the CRM in real. After devoting hours on the right tool selection, when the tool is handed over to use – apprehensiveness comes into the picture. To deal with this phase, experts unanimously suggest the line: Do not Panic!

Businesses simply need to focus on all the pointers that have been imparted to them doing the time of training. In case of any snags while using the CRM, contacting the vendor should be the immediate step.

2. System Checks

Considering that CRM is one of the major investments done by any business, it is imperative that entrepreneurs take adequate measures to protect their valuable asset. And this is only possible when regular checking of the CRM is done at the hands of the vendor. This ensures that if anything wrong in the system gets immediately rectified so that the health of the CRM does not go bad and it keeps working smoothly.

3. Team Management

Changing the way of working is not easy and takes time – this line needs to be ingrained within the minds of the business entrepreneurs.

Assuming and expecting that the system will go smooth in the first few months is way too much. Owners need to be aware of the fact that their team will take time to adjust with the new application.

To ensure that the first few months go smooth and the team develops confidence in relation to using the application – entrepreneurs need to handle all usage issues politely. If possible, they need to address all the reported issues in front of the entire team to clear the doubts of all. Focus needs to be given upon rendering one to one support, team discussions and snag sessions. It is advisable to frame documentations as reference points to help team understand the practical bits of how to use the different CRM modules.

4. Systematized Maintenance Procedure

In 76 percent of 100 cases, businesses do not follow a systematized maintenance procedure after the CRM implementation is done. Inevitably, this results into a deep mess at the end of few months. To avoid any such similar plights, experts’ advice to

  • Regularly provide ad hoc training on key CRM issues to staff
  • Run surveys to check the teams’ satisfaction level in relation to CRM
  • Keep an eye on the proper working of the key CRM functionalities
  • Allocate time and money resources to work on the issues whenever they are identified
  • Ensure that data from all sources is getting stored within the CRM.

Abiding by all the above-mentioned pointers certifies that businesses do not have to grappel with a broken work process or an inefficient CRM system that results into huge financial IT overhead and poor relationships with the customers.

5. CRM Trends

Cloud CRM is a dynamic application that keeps getting changed to meet the evolving requirements of the business realm. Experts advise business entrepreneurs to keep an eye on the CRM trends and updates. This helps them exactly know the current status of the advanced cloud CRMs and based on these insights can discuss with their implementation partner regarding the upcoming features/updates that should be integrated within the CRM.

Final Thoughts

Just in the case of every software, for CRM too the formal implementation phase is not the end. There is a second phase to it that involves training, documentation and management. This is the final phase which if done properly, results in the realization of CRM benefits in galore.

Manash Chaudhuri
Manash Chaudhuri is a co-founder of ConvergeHub, headquartered in Silicon Valley, California. Holding more than 19 years of experience in Operations, Sales and Project Management, his company's CRM product has been positioned as the #1 Easiest Converged CRM for SMB and has been successively nominated twice in CRM Idol competition.


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