Identify the objectives of the CRM project

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Finally, involve the relevant teams: sales, marketing, customer service . What challenges do they face on a daily basis? A CRM must meet their specific needs: better tracking of leads, automation of certain tasks, centralization of customer information, etc. Without their support, the tool will remain underutilized.

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Once the audit is complete, you need to turn your findings into specific objectives . A well-chosen CRM should be a real growth lever for your business.

Ideally, you should formulate these objectives using the SMART method : specific, measurable, achievable, realistic, and time-bound. Rather than saying, "We want a CRM to better manage our sales ," aim for kenya phone number list targets: "We want to increase the conversion rate of leads into customers by 20% by automating sales follow-ups."

Also consider the long-term vision . A CRM isn't just a daily management tool; it's a strategic pillar . Where do you want to be in a year? In three years? Depending on your ambitions, your specifications will need to include requirements for scalability, customization, and integration with other tools.