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CRM Implementation: Should You Use In-House Staff or an External Consultant?

Published on 17 June 13
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Implementing a customer relationship management system is an extremely important step for any company. When a company purchases CRM software, it does so with the long-term goal in mind that the CRM tools will help provide better servicing to their clients and improve the management of information about potential clients. However, the biggest hurdle faced is in the implementation phase. A proper implementation will mean that the customer relationship management system will function as it was intended, whereas an incorrect implementation will mean that the entire program will be compromised.

The moot question before every company is whether they should use their own workforce to handle the implementation or they should hire experts from outside the company. Today, we will look at the benefits and negatives of both these approaches.

Let us start with the practice of using a companyâs own workforce to handle the implementation.

The benefits of this process are:

  1. Fast-forwarding the employeesâ development â When you choose your own workforce to do the implementation, you are giving them the opportunity to develop their skills within the organization.
  2. Using the expertise of the workforce to fine tune the CRM â Since the benefit of the CRM systems will be felt at the ground level, using your workforce will help you get the best out of your CRM.
  3. Creation of CRM experts â By using your workforce for the implementation process, you are ensuring that the company has its own set of CRM experts, thus benefiting the company.
  4. Experienced personnel is used â The main reason for selecting an external company for the implementation is because they have experience in the implementation of CRM tools.
  5. Proper customization of the CRM tool for your organization â Since the vendor will be using experienced personnel, they will ensure that the tools are customized as per your requirements. This will play a huge part in ensuring that the CRM tools work as you intended them to.
CRM Implementation: Should You Use In-House Staff or an External Consultant? - Image 1

Next, let us look at the practice of using experts from outside to handle the implementation.

The benefits of this process are:

  1. Experienced personnel is used â The main reason for selecting an external company for the implementation is because they have experience in the implementation of CRM tools.
  2. Proper customization of the CRM tool for your organization â Since the vendor will be using experienced personnel, they will ensure that the tools are customized as per your requirements. This will play a huge part in ensuring that the CRM tools work as you intended them to.

The negatives of this process are:

  1. Very low or no involvement of the workforce â Since the entire implementation will be handled by the vendor, your workforce will have very low or no involvement in the entire implementation procedure.
  2. Extra training has to be given to the workforce â Since your workforce will not be exclusively involved in the implementation, the company will have to spend money to train the workforce on the entire CRM software.

As you can see, both procedures have their benefits and negatives. If you are confused on which methodology to use, you should make the decision on the basis of the skill level of your workforce and the number of associates you can allocate to the implementation procedure.









Implementing a customer relationship management system is an extremely important step for any company. When a company purchases CRM software, it does so with the long-term goal in mind that the CRM tools will help provide better servicing to their clients and improve the management of information about potential clients. However, the biggest hurdle faced is in the implementation phase. A proper implementation will mean that the customer relationship management system will function as it was intended, whereas an incorrect implementation will mean that the entire program will be compromised.

The moot question before every company is whether they should use their own workforce to handle the implementation or they should hire experts from outside the company. Today, we will look at the benefits and negatives of both these approaches.

Let us start with the practice of using a companyâs own workforce to handle the implementation.

The benefits of this process are:

  1. Fast-forwarding the employeesâ development â When you choose your own workforce to do the implementation, you are giving them the opportunity to develop their skills within the organization.

  2. Using the expertise of the workforce to fine tune the CRM â Since the benefit of the CRM systems will be felt at the ground level, using your workforce will help you get the best out of your CRM.

  3. Creation of CRM experts â By using your workforce for the implementation process, you are ensuring that the company has its own set of CRM experts, thus benefiting the company.

  4. Experienced personnel is used â The main reason for selecting an external company for the implementation is because they have experience in the implementation of CRM tools.
  5. Proper customization of the CRM tool for your organization â Since the vendor will be using experienced personnel, they will ensure that the tools are customized as per your requirements. This will play a huge part in ensuring that the CRM tools work as you intended them to.


CRM Implementation: Should You Use In-House Staff or an External Consultant? - Image 1

Next, let us look at the practice of using experts from outside to handle the implementation.

The benefits of this process are:

  1. Experienced personnel is used â The main reason for selecting an external company for the implementation is because they have experience in the implementation of CRM tools.
  2. Proper customization of the CRM tool for your organization â Since the vendor will be using experienced personnel, they will ensure that the tools are customized as per your requirements. This will play a huge part in ensuring that the CRM tools work as you intended them to.


The negatives of this process are:


  1. Very low or no involvement of the workforce â Since the entire implementation will be handled by the vendor, your workforce will have very low or no involvement in the entire implementation procedure.
  2. Extra training has to be given to the workforce â Since your workforce will not be exclusively involved in the implementation, the company will have to spend money to train the workforce on the entire CRM software.


As you can see, both procedures have their benefits and negatives. If you are confused on which methodology to use, you should make the decision on the basis of the skill level of your workforce and the number of associates you can allocate to the implementation procedure.

This blog is listed under Development & Implementations and Enterprise Applications Community

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