How to Build CRM System for Enterprise?
CRM systems have long been the main tool for automating most of the business processes related to sales, marketing, and customer support. They are used by 7 out of 10 enterprises, with the rest of the companies ready to integrate CRM, but they can't find a solution that fully meets their needs. Next, we'll tell you how to get around this problem by creating your own CRM system that is grounded in your enterprise's business processes.
Any software for enterprises is created to improve business processes and, of course, its creation costs money. So before spending your money, you need to understand if CRM is going to raise the effectiveness of your business enough to offset the cost of development, integration, training of staff, the work of the support service, and the updating of the CRM system.
By making sure that your enterprise needs a CRM system, you also need to understand whether this is a ready (template) solution, or you need software tailored to the business processes and needs of your business. The reasons why many companies invest in developing their own CRM systems, despite the abundance of ready-made solutions in the market, there are two - the complexity of implementation and the low economic feasibility of finished products in the medium and long term perspective.
As far as economic viability is concerned, the problem here is that ready CRM systems can have many functions, but not all of them your business will need. In addition, finished products are distributed on subscription - between 50 and $10,000 per month. Then, how to develop your CRM system is a one-time investment that will pay off in 1-3 years.
Here are some more of the custom CRM system advantages:
What benefits does a business get from the CRM integration? SourceAs with the launch of any business project or startup, the establishment of the CRM system begins with the definition of goals. Before moving on, you need to clearly understand what business targets you want to solve using this tool.
For example, if you're selling, the CRM system can make your sales department more efficient, which will make it possible to make more deals and/or increase the average check. In addition, through CRM, you can engage effectively between sales and marketing departments to know which Leads are becoming clients and which channels of attraction are most effective. To achieve these goals CRM is needed with sales and marketing modules.
If you work in the health sector, perhaps your business targets will be attracting new clients, retaining existing ones, and managing referrals to specialists. In addition, you may need a database of patients (demographic and health records), their contacts, and financial reporting. To do this, CRM needs to include a patient management module, an aim management module, a patient management module, and a report module.
Traditional CRM modules and their core functions. SourceWhen you define your business targets, you will immediately understand what business processes you need to analyze to determine what you can improve and/or automate using CRM. Study each stage of interaction with clients in detail to understand what kind of functions you need in CRM. In addition, you will also need to select the user roles in CRM and identify their rights, which will simplify the training of staff and distinguish access to confidential data.
For example, your junior managers can only have access to the contacts, while experienced managers can manage them (add, modify, delete) and display accounts. In addition, you may want to have a deep analysis of the department's work is available only to you.
Such issues should be considered in advance.
All CRM systems are divided into 4 standard types depending on how they are designed. See what type of CRM fits you best if possible after you decide on your business targets.
Here are their list and a brief description:
The most important functions of CRM systems. SourceAfter you have made a list of what operations you need to optimize and what business goals you want to achieve, and chose the type of CRM you need, you can start describing its functionality. According to studies, this list usually includes the following items:
Here, we will highlight only the main points:
Here is a description of the software development stages that will help you understand what you will face when creating a CRM system for your business.
Drafting of requirements. Programmers have a saying: "Without requirements and design, programming is the art of adding errors to an empty text file" (in reality it is Louis Sriggley's words). It should be remembered by anyone who wants to build quality software. In practice, this means that before proceeding to design and coding, the business analyst or project manager must develop a clear technical task (Sow) to develop a CRM system.
This process is important because the clearer the concept, functionality, and design requirements are described, the easier the team of developers to create the software you need, and the less time they spend on it.
Developing the CRM system design. This stage usually includes the development CRM systems, of technical design (system architecture) and UI / UX. The technical design of CRM implies the design of the logic of the user interface with the product, as well as the design of the relationship between all elements of the CRM system.
Example of CRM system architecture. Source
Software development process. Once a team of developers receives a technical task and a model or a prototype interface, they can start coding. Depending on the niche, the platform, and the specific business, this process can look different and may involve various specialists (front-, back- or mobile developers)
If a specific design methodology is important to you, and you are comfortable working on a certain algorithm, discuss this with the team in advance to make the process as comfortable to you as possible.
Testing and support. The code testing process usually starts immediately after the coding begins. QA-professionals check the new code to find errors and correct them in the early stages of development. This approach saves time and improves the effectiveness of testing. The testing of a finished product is also necessary. It usually includes testing the functionality, design, usability, and reliability of the system under different scenarios of its use.