According to a recent survey by Capterra, 47% of customers reported that utilising a CRM system significantly increased customer retention and satisfaction. (Source: Findstack) This highlights the importance of not just having a CRM system but having the right expertise to guide its implementation and optimisation. A good CRM consultant can be the difference between a system that simply works and one that drives measurable business success. The question is: what should you look for in a CRM consultant? Here are seven key signs that indicate you’ve found a good one.
1. Deep understanding of your business
A good CRM consultant starts by thoroughly understanding your business, its unique challenges, and its goals. They don’t just dive straight into technical configurations; instead, they take the time to learn about your company’s processes, industry-specific needs, and customer behaviour. This knowledge allows them to customise the CRM system to fit seamlessly into your operations, ensuring that it addresses the specific pain points of your business. In short, they view your business holistically, rather than just focusing on the software.
2. Alignment with business goals
CRM isn’t just about managing customer relationships – it’s also about supporting broader business objectives. A strong CRM consultant will ensure that your CRM strategy is aligned with your top-level business goals, whether those goals are growth, improved customer experience, or operational efficiency. They work closely with leadership teams to understand the company’s long-term vision and make sure the CRM system is configured to help achieve those goals. This alignment ensures that your CRM becomes a strategic asset, not just a tool.
3. Data and process insights
A good CRM consultant knows that data is the lifeblood of any CRM system. They will identify the key data points and processes that are critical to your business and ensure that the CRM system captures and utilises this data effectively. This includes configuring dashboards and reports that provide actionable insights and helping your team make data-driven decisions. By optimising the flow of information within the system, consultants help you unlock the full potential of your data, leading to better customer understanding and improved business performance.
4. Technology and media fit
With so many CRM platforms and tools available, it’s essential to choose the right technology for your business. A good CRM consultant will evaluate your needs and recommend the best-fit CRM technology that aligns with your business size, industry, and goals. They also ensure that the system can integrate smoothly with your existing technology stack, including marketing automation tools, social media platforms, and communication channels. This holistic approach ensures that your CRM system doesn’t just work in isolation but enhances your entire business ecosystem.
5. Customised solutions
Every business is different, and a one-size-fits-all approach rarely works when it comes to CRM. A skilled CRM consultant will provide personalised recommendations and action plans based on your unique requirements. Whether it’s customising workflows, automating specific processes, or integrating third-party applications, a good consultant ensures that the system is tailored to your business. These customised solutions help you get the most out of your CRM investment, making it a perfect fit for your needs rather than a generic system that lacks precision.
6. Balanced expectations
A competent CRM consultant knows that successful CRM implementation is a balance of cost, quality, and speed. They will set realistic expectations upfront, ensuring that you understand the trade-offs involved in any project. For example, you may want to implement a system quickly, but that could mean compromising on certain features or customisations. A good consultant will help you balance these elements effectively, ensuring that you get a CRM system that delivers value without unnecessary delays or cost overruns.
7. Long-Term partnership
The best CRM consultants are committed to building long-term partnerships rather than just completing one-off projects. They understand that your business will continue to evolve and that your CRM system will need to evolve with it. A good consultant will offer ongoing support, help with periodic reviews, and recommend improvements as your needs change. They’re not just there to implement the system – they’re there to ensure that it continues to deliver value over time, adapting as your business grows.
Conclusion
A good CRM consultant is more than just a technical expert – they are a strategic partner who helps your business get the most out of your CRM system. By deeply understanding your business, aligning with your goals, and providing customised solutions, they ensure that your CRM system is a powerful tool for driving growth and efficiency.
If you’re ready to take your CRM system to the next level, our team of experienced consultants is here to help. Contact Collier Pickard today to discuss how we can support your business with tailored CRM solutions that deliver long-term success.
