CRM consultants can provide value, but are not required.
Do you need an outside consultant to help you implement a CRM system for your company? The answer is: it depends.
My company implements CRM systems. We specialize in five of them. We are very well aware of them. We know how to configure users and security. We know how to customize their screens, views and fields. We can write reports, scripts and small apps around it. We can integrate your CRM system with other systems or simply set up integrations that are already available from others. We migrate data. We train people. We set up AI tools, workflow rules, alerts, triggers and automation schedules.
But here’s the bottom line: you don’t need us. You really don’t. Why? Because all this is not so difficult.
We’re good, but what we’re doing isn’t brain surgery. We’re not building the space shuttle. We don’t cure cancer. Almost everything we do can be self-taught. If you want to learn how to do these things with your CRM system and your application is provided by a good vendor, there are bound to be countless opportunities to attend training, attend conferences, watch videos or read technical materials .
So why hire a CRM consultant? Because of two reasons.
The first reason is simply to save time. I could mow my lawn, but I’m having a landscaper do it instead. I could upgrade my bathroom, but I choose to have it done by a contractor. I could do my own taxes, but I have an accountant for that. These people are specialists in what they do. I do what I do and they do what they do. I would rather do other things with my time, whether it be working, reading or cycling. I would rather pay someone to do these tasks so I can do other things I enjoy or are better at.
The same goes for a CRM consultant. Of course you can do your company’s CRM implementation. But you probably won’t do as well as someone who specializes in doing these things. I’d make a mess of my yard, mess up my bathroom, and get in trouble with the IRS if I did these things myself. I prefer to let the experts do these things (under my supervision, of course).
The other reason is to minimize problems. A CRM consultant works with CRM systems all the time. If you get someone who specializes in your product, he knows the ins and outs, the good, the bad and the ugly. They know the minefields to avoid and the best features to deploy. They will use their experience with their other CRM clients to advise you on the best way to set up your CRM system.
Even if you choose to limit your use of a CRM consultant and do some things yourself, it’s best to let them advise you on the best ways to set things up, the fields to use, the views to configure, and the allow access. This will point you in the right direction and prevent you from going down a path that will cause problems in the future.
It is your choice. However, my advice is to hire a CRM consultant for at least the second reason so that you don’t paint yourself into a corner.
Whatever you do, here’s the important thing; have an internal owner of the system. Some call this person an administrator or a power user or whatever. But that is the person ultimately responsible for the completeness and accuracy of the data in what is ultimately just a database.
That person should be charged with configuring and using your system. They should train your staff and be available to answer any questions. Depending on that person’s skill level — it could be a simple clerk or someone more technical — you want to make sure that person has the resources to do their job effectively. That may mean paying for training materials, seminars, and conferences. Or it could mean paying for a CRM consultant to advise that person and be available to answer any questions along the way.
So do you need a CRM consultant if you are implementing a CRM system?
Again, that depends. But I’d probably say yes, even if you’re running that company in a very limited capacity, because you have a good admin/power user internally. CRM consultants don’t come cheap (I’ll be writing about that in the future), but they can add great value by ensuring your CRM system is used properly and increasing your company’s productivity and ultimately…the to increase profitability.
Janice has been with businesskinda for 5 years, writing copy for client websites, blog posts, EDMs and other mediums to engage readers and encourage action. By collaborating with clients, our SEO manager and the wider businesskinda team, Janice seeks to understand an audience before creating memorable, persuasive copy.