· CRM

Our Firm's CRM/Practice Management System

Toward the end of 2008 I set out on a journey to find a solid CRM (Client/Customer Relationship Management) system for our firm. I knew it was time to employ another system that would allow us to better serve our clients with efficiency and knowledge. I wonder if it’s time for you to research this same system for your company, and ultimately for your clients? Let me know (Yes or No) in the comments above.

Here is how Inc. Technology put it: “With effective CRM processes and technology, you can build a single “book of truth” about each customer. It’s a data warehouse that chronicles each customer’s history.” I knew I needed this.

Several things are important to remember in researching this system:

(1) We needed a system that would employ other aspects of a professional firm as well, like managing time and billing. Our CRM would not only allow for management of the “relationship intelligence” of our firm, but the management of our staff’s time and the production of invoices from that time,

(2) You can’t employ a CRM system (or any other large IT project) without first employing a company-wide process to place the new technology “on top of.” That is, technology is only to be used as a tool. When a process is first implemented in a company, then, and only then, should a technology be employed to use that process more efficiently.

(3) All good systems still require constant staff training, continued improvement, and on-going monitoring,

(4) Though the CRM system will allow you to gather more information about your clients, it is ultimately to be used to serve your clients better (a great point from the article above), and

(5) Large implementations of technology require time and commitment to fully realize the benefits. Understand this when deciding to implement these systems. Without this knowledge, you will burn out early in the use of the product and never see the benefits that come to those who stick with the technology to the end.

Any other thoughts on implementing CRM systems (or other large technologies) in your company?

Thanks, Jason M. Blumer, CPA