It’s a good idea to have a ‘Premortem’ before you start your CRM project. Hypothesize all the things that might go wrong, then work towards solving for those issues. This alleviates surprises after you’ve deployed your solution!
Here are some questions that you might find helpful:
What type of problems will my customers encounter?
Are there any specific issues my customers are having?
Who are my key customers?
What do they currently spend their money on?
How much money do they spend per month?
What makes my customers choose one vendor over another?
Why do they not choose to do business with me?
What methods are my customers using to communicate with me (email, phone, snail mail)?
Are they still using those methods or have they moved on?
Do I know why my customers aren’t purchasing from me?
What evidence do I have that they would purchase if only I could convince them to?
Should I treat my customers like family?
Why or why not?
Does my company have a loyalty program in place?
If so, what is it?
How does it work?
What other types of costs are necessary to run and grow my business?
How many employees do I currently have?
What is the breakdown by department?
Who are my employees and how well do they know my customers?
What benefits do they receive?
What employee training programs have been implemented?
How can I streamline my organization to become more efficient and cost effective?