Step 2: Determine the Functions to Automate
Effective automation at a company starts with a CRM audit, which identifies the business functions that need to be automated and lists the technical features that are required in the CRM system. While there are several different audit methodologies available, we recommend one that contains questionnaires, face-to-face interviews with customer-facing personnel (e.g., anyone who has direct contact with a customer or serves a support role), face-to-face interviews with customers if possible, visits with sales representatives in the field as well as sales channel partners, a review of business processes, a technical assessment, and a final report.
You may choose to hire a CRM consultant to conduct the audit, ...
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