In the first chapter of this series, we discussed how CRM boosts customer
engagement and employee productivity, and helps streamline your operation.
This chapter addresses how to successfully select and deploy a CRM solution
for your manufacturing organization.
Manufacturers run complex operations involving an intricate web of clients
and suppliers. This creates challenges for ensuring everything is up-to-date,
organized and consistent—and aligned across all departments and teams.
To keep business flowing smoothly, manufacturers turn to software like
Enterprise Resource Planning (ERP) and Customer Relationship Management
(CRM). CRM is extremely valuable for creating a single view of your customers.
This single view—spanning first contact to ongoing service and support—
provides benefits both within your business and to the customers you
engage with. CRM empowers manufacturing teams with greater efficiency,
and analytics for fresh business insights needed to streamline production,
delivery and inventory. Meanwhile, customers and prospects receive a superior
experience—key to your business’s ongoing success.
But to acquire these internal and external benefits, you’ll need to do more than
spend on new software. Successful CRM projects depend on people, process
and technology working in unison. Indeed, according to Forrester Research, 70
percent of failed CRM projects flounder due to lack of adoption.
Manufacturers need a solution configured for their processes, from a vendor
capable of providing training to ensure high adoption—as well as support and
customization if needed. To achieve a good return on your investment, you also
need to pay attention to the human side of implementation. This includes getting
employees to understand how CRM is going to be of value to them.
As you’ll see, Maximizer CRM for Manufacturing backs you up in each of these areas.