Choosing a CRM · ASRR Tech
How do you scope a CRM pilot?
Choose one team and a complete customer journey. Agree which outcomes the pilot must demonstrate and which exceptions it will include.
A practical example
One sales team processes website enquiries through consultation, including cancellations.
This is an illustrative situation for assessing your own process.
Checklist for your team
- Choose team and entry point.
- Define the endpoint.
- Schedule evaluation.
What does success look like?
The pilot produces a decision about a defined 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.
Choosing a CRM: the wider process
Choose a CRM around the work your team performs each day. Take a real enquiry and follow it through to the next appointment or quotation. Record missing information, handovers and exceptions. Use that journey as the same demonstration script for different vendors. Ask each vendor to show the configuration, integrations and support it requires. Assess the complete workflow, including manual work that remains. A feature becomes useful when an employee can use it to carry out the process you have agreed.