CRM Critical Success Factor 4: The Right CRM Partner

If you’re looking outside of your own organisation for help with your CRM, consider these areas to help you make the right choice

Why look for help from a CRM Partner?

Customer relationship management (CRM) is a key aspect of running a successful business. It involves managing customer interactions and relationships to drive sales, improve customer satisfaction and loyalty, and ultimately grow the business. Implementing a CRM system can be a complex process, and it is not something that most companies do on a regular basis. As a result, it is unlikely that they will have the CRM implementation expertise in-house. This is where a CRM partner comes in.  


A CRM partner is a company or individual that provides expertise and support in the implementation, customization, and ongoing use of a CRM system. Working with a CRM partner can be extremely beneficial, particularly for companies that are new to CRM or those that have struggled with previous implementations. In this article, we explore the reasons why companies should look for help from a CRM partner and what to look for in a good CRM partner.


Some things to consider:


Multifunctional Skills

Implementing a CRM system requires a range of skills, including technical expertise, business analysis, and project management. While a company may have skilled employees in each of these areas, it is unlikely that they will have employees who have been through the process of CRM implementation numerous times. Working with a CRM partner ensures that the right mix of skills is available for the project. A good CRM partner should have a team of experts with a range of skills, including technical developers, business analysts, and project managers.



Implementing a CRM system can be a time-consuming process, and it requires significant resources. Companies need to allocate sufficient time to achieve an integrated CRM implementation without impacting other day-to-day activities. Working with a CRM partner can help to ensure that the project is completed efficiently and effectively, without disrupting the company’s normal operations.



Every business is unique, and the CRM system must be customized to meet the specific needs of the company. While basic customization can be done in-house, more complex customizations require skilled developers. A good CRM partner should have experienced developers who can customize the system to meet the unique needs of the company.



What Makes a Good CRM Partner?

A good CRM partner should bring value to the project. They should have a thorough understanding of the company’s needs and be able to provide customized solutions that meet those needs. A good partner will also have a balance between customization and using proven, well-supported third-party components or add-ons to provide the necessary functionality. A good CRM partner should have a team of experts with a range of skills, including technical developers, business analysts, and project managers.

When selecting a CRM partner, companies should consider the partner’s experience and industry focus. It is also important to consider the partner’s reputation and what their current or previous customers say about them. Finding the right partner will make a real difference to the success of the project.


Likeability Factor

Look for a CRM partner that you feel you will be able to get along with. Obvious? Your overall project and need for support will last over a long time, the life of the system itself.  Whilst you may not need the same level of support during that lifetime, it would be good to know that you can get on with that partner and call on them as and when required.

Industry Focus

When selecting a CRM partner, companies should consider their industry focus. A CRM partner with experience in the same industry as the company may have intellectual property in the form of products, code, or modules that can be used to benefit the project. Additionally, a partner with industry experience will be better equipped to understand the company’s unique needs and provide relevant solutions.

User Adoption

User adoption is a critical factor in the success of a CRM system. If the users do not adopt the system, it will not provide the intended benefits. Lack of user adoption is often cited as the reason for failed CRM implementations. In most cases, the needs of the users were not understood, and the aims of the company were not properly communicated. A good CRM partner will work with the company to ensure that the system is designed with the users in mind and that they receive the necessary training and support to adopt the system.

Be Honest

One of the most important factors in any partnership is honesty. It is essential to be transparent about your needs, expectations, and limitations with your CRM partner. This mutual honesty can lead to a more successful partnership and ultimately, a successful project.

If you are upfront about your budget, timeline, and priorities, your CRM partner can help you identify the best approach to your project. They can offer advice on how to optimize your resources and suggest ways to improve the user adoption of your CRM system. Honesty also fosters trust and respect between you and your partner. It can help prevent misunderstandings and ensure that your partnership remains strong and collaborative throughout the project’s duration.

Next steps

Click here to read CRM success factor 5: The Right Technology

Share This Post
More To Explore

Sign Up To Our Newsletter For Regular Updates And News