How to Choose the Right CRM Consultant
Choosing a CRM consultant is just as crucial as choosing a CRM system. Yet many people focus more on the technical aspects rather than considering business-related issues such as development plans, desired outcomes, and business objectives. This is likely because it is easier to articulate expectations for a CRM system than for a business partner. To help you make your decision, we have compiled a list of questions you can use as a guide when selecting a CRM consultant.
Expectations for a CRM system are often described both in detail and in more general terms. The detailed expectations may take the form of a requirements specification that includes both functional and non-functional requirements. Meanwhile, the general expectations may involve the system aligning with an IT strategy or contributing to the achievement of a long-term vision.
Expectations for a CRM consultant can be described in a similar way, though the specifics often revolve around requirements for experience and certifications. The overarching expectations may include that the company has a sustainability policy and works toward continuous improvement. However, we often see that the questions used to evaluate a CRM consultant rarely address what really matters—will we see any return on our investment? Of course, the individual consultant’s expertise and the company’s financial health and stability are absolutely central to implementing a successful CRM initiative—but in a long-term partnership, you’re usually looking for more than just that. We have therefore compiled a list of questions you can use when choosing your CRM partner.
1. What does a long-term partnership mean for the company?
What does collaboration look like at the different stages of the initiative’s lifecycle? Who will you meet and work with? Who do you call if you run into problems?
2. What is the company’s plan for professional development and knowledge sharing?
Is there a plan for obtaining and maintaining relevant certifications? When you launch a new CRM initiative, it’s impossible to know what skills will be needed three years from now. That is why it is just as important to know what the company’s plan is for renewing and obtaining new certifications as it is to know which certifications the company holds today.
3. How will you be prioritized as a customer?
Do you want to be a big fish or a small fish in the pond? Who makes decisions at the company, and how can you get in touch with them if needed?
4. How will the solution developed through this initiative be managed and supported?
What capabilities do you have to manage and support the solution yourselves? What capabilities does your prospective partner offer? What are the partner’s organizational structure, processes, and cost structure like?
5. Is there a high degree of reliance on specific individuals within the company or in your upcoming initiative?
What structures are in place to reduce this reliance on specific individuals?
6. What is the company’s relationship with the platform provider?
What support will your prospective partner receive in the event of any issues? What experience does the platform provider have in collaborating with partners? What is the company’s plan for establishing a close collaboration in which you continuously share experiences and expertise related to the solution being developed in the initiative? How will trust and a transparent approach be established?
7. How will the consultant contribute their own ideas, or do you have to come up with everything yourselves?
Does the consultant have relevant experience, and how will you have access to it?
8. What is the consultant’s plan for ensuring that you achieve the desired results?
Are there any models that can be applied? What key performance indicators are relevant for measuring success?
A form or an Excel file isn’t always enough to get answers to these questions—invite your prospective supplier to meetings or workshops, and talk to their existing customers. Before you discuss these questions with prospective partners, go through them yourself and think about what you want.
Good luck!
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