Introducing a CRM · ASRR Tech
Where should a CRM implementation start?
Choose one customer process and describe the current journey with the people doing the work. Clarify ownership and decisions before choosing fields and automation.
A practical example
A team starts with website enquiries through the first consultation.
This is an illustrative situation for assessing your own process.
Checklist for your team
- Map the current journey.
- Choose the starting process.
- Appoint an owner.
What does success look like?
The team shares the same understanding of the first configured process.
Test this with a recognisable record and have a colleague review the outcome. Note missing information or decisions. Use that finding to improve a working agreement before applying the process more broadly.
Introducing a CRM: the wider process
A new configuration needs a clear starting point and an owner. Begin with a bounded process the team can practise daily. Define employee actions, who answers questions and how improvements are chosen. Use examples from real work in training. After launch, check that records contain enough information for handovers and next actions are completed. Adjust configuration around observed problems. Add automation once the underlying working agreements are clear in practice.