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How to Get Buy in for Your CRM Project - Doxim - ContactCenterWorld.com Blog

How to Get Buy in for Your CRM Project

Has your financial institution avoided adopting CRM? Or do you have an older CRM solution that has quietly slipped out of use? If you are considering raising the topic of modern CRM with your leadership team, here are a few ways to pitch the topic effectively:

Combat complacency by pointing out the downsides of the “status quo”. Chances are good your FI has a series of tried and trusted methods for handling customer interactions, and your leadership team may be very comfortable with this ‘business as usual’ mode, even if you see it as inefficient. You can shake loose their complacency and start the discussion by focusing on your organization’s most critical sales or service problem.


By Olga Zakharenkava

Start by addressing how the problem is symptomatic of larger business process issues and underline the importance of having a seamless customer experience across channels at your organization. Use the issue to talk about the need to find a long-term solution to a problem the whole organization wants resolved.

Tailor your message for maximum impact. Be sure you are connecting with each leader by identifying the specific benefits CRM can offer their staff. A sales executive, for example, will care about pipeline management, while your VP of marketing may be much more interested in improving marketing ROI.

Carefully acknowledge how CRM could help meet each stakeholder’s goals for their department, then extend the discussion to the organization as a whole. Demonstrate that you understand how without CRM, missed sales and service opportunities can have a cumulative effect on KPIs across the whole organization.

Sell the idea of establishing a CRM task force. The idea of CRM implementation can be daunting, so give your leadership team time to consider how to approach it. Don’t try to sell CRM as the one-and-only solution to the recent issue at your financial institution, and don’t try to get people to sign on without time to consider.

Instead, sell the idea of setting up a small working group to explore CRM, that’s it. All you are pitching is getting a few people together to talk about it. Once you’ve got the right people in the room, you can gently point out how CRM will streamline operations and improve day-to-day life for customers and staff alike.

Understand objections and be ready to counter them. Like any good salesperson, you will need to overcome common objections. Financial leaders aren’t often fully informed of the benefits that CRM offers. They may express concerns about the value of CRM overall (“We already have a process in place for handling all this”), or be concerned about the scope and timeline for implementation (“I hear these projects never get finished, or they get finished but then nobody uses the software”).

The best way to respond here is to do your homework and prepare to provide reassurance as needed. Yes, CRM can be complex and difficult to implement, but not if you find a tailored, proven solution for community financial institutions. Yes, CRM adoption can be a challenge, but not if you have a plan in place to train employees and incentivize their use of the software.

Close by asking to confirm follow-up. Remember, in this first meeting all you are doing is selling the idea to explore CRM as a solution. After you’ve laid out the benefits, overcome objections and reiterated the need for long-term planning to support the overall customer experience, ask if you can send your leadership team a follow-up email proposing next steps for exploring a CRM project.

Then thank them for their time, and don’t forget to send that follow-up message. CRM implementation is a cultural shift, so you’ll have to be patient as your team wrap their heads around it, but the payoff is worth the wait. Want some hard evidence? Check out our eBook on CRM ROI, or just get in touch with us, and we’ll share some of your peers’ success stories with you.

 

About the Author

“As the VP of Demand Marketing at Doxim, Olga helps financial institutions grow through improved customer experience and increased engagement. She is passionate about helping businesses choose the right technology to solve their challenges.”

Source: https://www.doxim.com/blog/how-to-get-buy-in-for-your-crm-project/

Publish Date: January 18, 2018 5:00 AM


2020 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
PH: 8005771872

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

7.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

8.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 



View more from Doxim

Recent Blog Posts:
Fixing Customer Experience Pain Points with CRM: A Leader’s GuideNovember 14, 2018 5:00 AM
How to Get Buy in for Your CRM ProjectJanuary 18, 2018 5:00 AM
Voice of the Customer: First West Credit Union Tackles Operational Complexity with Doxim CRMNovember 15, 2017 5:00 AM
Why CRM needs to be in your 2018 tech budgetOctober 31, 2017 5:00 AM
You Asked, We Answered: New Doxim CRM Release Q&AOctober 27, 2017 5:00 AM
Successful CRM Implementation Starts With Strong LeadershipSeptember 27, 2017 5:00 AM
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Client Onboarding: The Key to Advisor ProductivityJuly 7, 2016 5:00 AM
Reaching Today’s Empowered CustomersJune 6, 2016 5:00 AM
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