You need to know how your chosen consultancy engages with its clients. You know your own support needs best, and you know what kind of CRM engagement model you’re likely to need.
While some CRM consultancies offer limited engagement, leaving you to handle the majority of the implementation and day-to-day yourself after initial consultation in many cases, others provide a much greater degree of involvement.
We can categorize the typical engagement models into three groups:
Do-It-Yourself or Hands-Off
This is best suited to businesses that are implementing CRMs they’re already fairly comfortable with, or that are tech-savvy from the off. If you enjoy learning for yourself and you wish to reduce the associated cost of CRM migration and implementation,this might be your preferred model of engagement. A consultant might offer initial consultation,one-off guidance sessions or support via a library of white papers, video tutorials and blog posts intended to help you do as much of the job as possible yourself.
This is the model that suits most companies. Your consultant isn’t always in contact, but when you need to pick up the phone, they’re there. In fact this is the model that most people expect consultancies will follow. It’s also an opportunity to discuss exactly how much input you want from your consultancy. For instance, data migration and integration might not be your strong point, so you might want them to do it for you or talk you through it. But software integration might well be what you actually do; no need for support there.
Involving the largest investment of money up-front, this can be the option that offers the best ROI long-term. You’ll have your consultancy beside you every step of the way, meaning that the consultancy can make a positive commitment to ensuring your CRM is implemented, integrated and meeting your business needs; it’s also the approach that leads to definite pricing from the start.
Your consultancy will provide you with an SLA – a Service Level Agreement, a detailed contract laying out exactly what you can expect from them and what your repsonsibilities are in return. Typically, this will include a description of the core services on offer together with the amount you can expect to be charged. If you’re working with a ‘hands-off’engagement model you might see service descriptions and an hourly rate with some fluctuations for rapid responses or callouts out of standard office hours. A best practice engagement model will be more detailed and extensive. Your SLA is where you can expect to find particulars like where the service is to be delivered, eligible users and the hardware and software you’ll be required to have. It’s a good idea to read your SLA carefully and be certain that it covers exactly what you want in terms of service, delivery, eligibility and flexibility.CRM Category
If you’re looking for a CRM consultant that offers a specific engagement model, you can try searching VendorFit using either keywords like ‘CRM Consultant Engagement’ or by specific use cases.