This is why CRM evaluation is the key to successful customer management

PTA IT consulting presents 6-phase methodology

The CRM evaluation is a central building block for the company’s success. This is because evaluations create reliable findings and provide a clear requirements profile of what a CRM system must bring to the table in order to be optimally integrated into the company organization. It is important that companies understand that a CRM system is far more than just software. A CRM system is always at the heart of all customer interactions in a company. This is because it connects sales teams, marketing and customer service. The wrong choice can therefore not only lead to inefficient processes and dissatisfied customers, but also result in high costs.

Create a solid basis – define clear criteria

A methodical CRM evaluation, on the other hand, ensures that company managers take a number of important criteria into account when choosing the right CRM system. This includes, for example, carefully checking whether the IT solution also covers the specific business requirements and can be seamlessly integrated into the existing IT landscape. However, it is also important to select a user-friendly solution that enjoys a high level of acceptance among the workforce. After all, it is the marketing, sales and service teams that have to work with a CRM system on a daily basis – ideally with pleasure. Ultimately, in times of volatile markets, companies are well advised to choose a CRM solution that is quickly scalable and can be flexibly adapted to changing conditions.

Tried and tested phase model from PTA for the CRM evaluation process

There are therefore some important points to consider when selecting a suitable CRM system. For this reason, our CRM experts present a tried and tested evaluation methodology in more detail in the following list. The aim of the phase model is to provide decision-makers with a structured methodology for making the right choice and selecting a system that provides optimum support. Our tried and tested evaluation process is divided into six phases that build on each other:

1. Determining where you stand – the current situation is crucial
   We work with you to define where you stand today. To do this, our CRM experts carry out a detailed analysis of your current situation based on user feedback. In this way, we describe the sales processes that are currently used in your organization and uncover potential for improvement. In this first phase, we define together which requirements and functionalities your future CRM solution must cover.
2. Vendor shortlist lists suitable CRM systems
   Based on the results obtained in phase 1, we analyze the CRM landscape for you and identify the CRM solutions that best suit your industry and your requirements. From this, we generate a shortlist of manufacturers based on a market analysis, which we create with the help of industry references or on the basis of internal, strategic aspects. If required, we can also filter these using the regularly compiled results on the CRM vendor landscape from leading analyst firms such as Gartner or Forrester.
3. A criteria catalog simplifies the selection of the CRM system
   Once we have compiled the shortlist of suitable CRM manufacturers, we support you in phase 3 with the creation of a criteria catalog. This will help you to find the ideal CRM system that is precisely tailored to your specific requirements. As not all criteria are equally important, we draw up an evaluation scheme and weight the individual criteria.
4. Comparison and evaluation of CRM systems – the decision-making phase
   Using the previously developed list of criteria, we compare and evaluate the most important CRM systems for you in terms of available functions, integration options, price-performance ratio and user-friendliness. The degree of fulfillment can be determined through internal user surveys or external manufacturer presentations. To complete the comparison and enable a holistic evaluation, we carry out a total cost calculation for relevant CRM systems during their life cycle (total cost of ownership). Based on this, we provide you with a printable make-or-buy decision template.
5. Test phase and pilot projects – CRM systems in use
   To subsequently ensure that the CRM system you have selected also meets your requirements, we give you the opportunity to test the CRM solution in detail or to experience it in practice together with our CRM team as part of a pilot project.
6. Implementation consulting from PTA
   Once you have selected the right CRM system, we will be happy to support you with the implementation and seamless integration of your new CRM system. In this way, our CRM and integration specialists ensure that you have a smooth transition to the new CRM world and can fully exploit the potential of your new CRM solution.

Benefit from our wide-ranging IT expertise

With our many years of experience in CRM consulting and implementation, we support our customers in selecting the best CRM system for their business objectives. We understand the requirements and challenges of companies from all common industries and offer customized consulting to find the right solution for you, regardless of the manufacturer. Rely on our wide-ranging expertise and proven integration know-how – rely on our CRM evaluation and find a CRM system that improves your customer relationships, streamlines processes, increases your sales and maximizes your efficiency.