3. How do you set up a customer relationship management application?
Different steps are recommended, depending on whether they are issued by consulting firms or solution providers. Here, we have chosen to mention the most commonly accepted and those based on our own experience.
3.1 Analyze the existing situation
This involves analyzing your existing processes, the needs of your teams and your customers, what's currently working well and what needs to be improved.
You can do this by interviewing your customers, to understand the stages of the customer journey, and the needs for interaction with your teams.
We also need to interview the employees who will be using the CRM on a daily basis to identify their needs, what could save them time, and any obstacles to implementing the...
The Ultimate Scientific and Technical Reference
This article is included in
Quality manager
This offer includes:
Knowledge Base
Updated and enriched with articles validated by our scientific committees
Services
A set of exclusive tools to complement the resources
Practical Path
Operational and didactic, to guarantee the acquisition of transversal skills
Doc & Quiz
Interactive articles with quizzes, for constructive reading
How do you set up a customer relationship management application?
Our advice
Bibliography
Panorama des produits et conduite de projet CRM – LEFEBVRE, EYROLLES, 2000
Customer Relationship Management – Stanley A. BROWN, EYROLLES, 2001
Customer Relationship Management– F. JALLAT, PEARSON, 2018
ToolReference standards
Qualicert (certification)
NF Service Relation Client (label)
Social responsibility in customer relations (label)
ISO 18295 – Service requirements for customer contact centers (standard)
ISO 9001 (standard)
Websites
This site provides relevant and frequently updated information on customer relationship management.
The Ultimate Scientific and Technical Reference
