Christopher Smith:

“I see this all the time—businesses invest in a powerful CRM, but within months, they’re frustrated. No one’s using it, the data’s a mess, and leadership is wondering if they just wasted thousands of dollars. The problem? They don’t have a strategy. A CRM is just a tool—it’s how you use it that makes all the difference.”

“Today, I’ll walk you through six key components that will make or break your CRM strategy: Strategy, People, Process, Technology, Data, and Execution. Let’s break each one down.”

The 6 Key Components of CRM Success

1. Strategy: Define Your CRM’s Purpose

“Before you implement or optimize your CRM, ask yourself: What are you trying to achieve? Are you focused on better customer relationships, higher sales, improved efficiency? A CRM without a clear strategy is like driving without a map—it won’t get you anywhere meaningful.”

Pro Tip: Align your CRM goals with your overall business objectives. Make sure leadership, sales, and customer service teams are on the same page.

2. Strategy: Define Your CRM’s Purpose

“Before you implement or optimize your CRM, ask yourself: What are you trying to achieve? Are you focused on better customer relationships, higher sales, improved efficiency? A CRM without a clear strategy is like driving without a map—it won’t get you anywhere meaningful.”

Pro Tip: Align your CRM goals with your overall business objectives. Make sure leadership, sales, and customer service teams are on the same page.