Recent research has forecasted that the ROI of CRM systems may reach as high as 30 to 1 in the near future (Source: CRM.org). But how do you ensure your business is maximising the value of this critical investment? The answer often lies in working with a CRM consultant.
At Collier Pickard, we’ve said it before: the goal of a CRM consultant is not just to set up a system and walk away. The real value comes from building a long-term partnership where the consultant continually helps you solve problems and unlock new opportunities using your CRM system. In this article, we explore the key ways to maximise the value of your CRM consultant.
Problem-solving approach
One of the most important roles of a CRM consultant is that of a problem solver. Your consultant should be more than just a technical resource; they should be someone who actively helps you address business challenges through your CRM system. Whether it’s streamlining processes, identifying bottlenecks, or improving customer relationships, a skilled CRM consultant will approach each issue with a problem-solving mindset.
For example, you might be facing issues with low sales productivity, inefficiencies in lead tracking, or poor customer retention rates. A good consultant will assess the underlying causes of these problems, and then customise your CRM system to provide solutions. This could involve automating repetitive tasks, creating more efficient workflows, or using data insights to make smarter business decisions.
Navigating challenges
Implementing and managing a CRM system can come with its own set of challenges, particularly when it comes to getting buy-in from your team. Employees may be resistant to change, particularly if the CRM requires new ways of working or involves a steep learning curve. A CRM consultant is key to navigating these challenges.
Consultants work to ensure that the transition to a new CRM system is as smooth as possible by providing training, answering questions, and showing how the CRM system can make your employees’ lives easier. They also help to build a culture of adaptability within the organisation, demonstrating how CRM can be a tool for long-term success, rather than just another piece of software.
Focusing on core issues
Often, businesses know that they have a problem but struggle to identify the root cause. Is it a process issue? A data issue? Is the CRM being underutilised or misconfigured? A good CRM consultant will focus on identifying and addressing core issues rather than just treating the symptoms.
For instance, if you’re finding that sales are slipping despite increased leads, the consultant may discover that the problem isn’t with the quantity of leads but with the way they are being nurtured. They will delve into your CRM data, assess your sales funnel, and determine what needs to be adjusted within the system to turn more leads into conversions. By tackling the root problem, rather than simply trying to patch over it, the consultant helps you achieve better, more sustainable results.
Balanced expectations
A successful CRM project requires balancing cost, quality, and speed. One of the most valuable roles a CRM consultant plays is in managing these expectations and ensuring that your business gets the best possible outcomes without sacrificing one factor for another.
For example, it’s easy to want everything done quickly, but a rushed implementation might lead to costly mistakes or missed opportunities. Similarly, you might want all the advanced features from the get-go, but without a clear understanding of how they support your specific needs, you could end up paying for tools that are never fully utilised. A skilled consultant helps you strike the right balance, providing guidance on which features or timelines to prioritise to ensure long-term success without overspending.
Long-term partnership
The real value of working with a CRM consultant goes beyond the initial setup and implementation phase. CRM systems are not static—they should evolve as your business grows, as market conditions change, and as new opportunities arise. A good consultant stays with you for the long haul, offering ongoing support and advice as you continue to adapt your CRM to fit your evolving needs.
This long-term partnership can include regular reviews of your CRM’s performance, and identifying areas where further customisation or optimisation can deliver additional value. The consultant may also help you explore new features or integrations as your business needs change, ensuring your CRM system continues to be a strategic asset.
Conclusion
To truly maximise the value of your CRM system, you need more than just software—you need a partner who can help you unlock its full potential. At Collier Pickard, we’re here not just to implement your CRM but to help you make it work for your business over the long term. From solving immediate business challenges to guiding you through new growth opportunities, our consultants are with you every step of the way.
If you’re ready to take your CRM system to the next level, contact Collier Pickard today. Let us help you optimise your CRM and ensure that it continues to deliver maximum value as your business grows and evolves.
