CRM Automation

Step 7: Support Your CRM System

Support for your CRM system is the next area that you need to be concerned with. Do not underestimate the impact of excellent support. This can greatly impact the success of your CRM system. You should have a support plan that describes the levels of support your company offers to system users, the hours of operations of the support function, and the procedures to escalate a support issue that may not be easily resolved. Thus, for example, your support plan needs to define who is your company's first-tier support (e.g., an internal help desk, an 800 number, your boss, etc.), who is your company's second-tier support (e.g., your systems administrator or IT department), and who is your company's third-tier support ...