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Diligence Consulting’s mission is to help training organizations improve their entire quality process, for greater efficiency and structural development. Reducing our missions to Qualiopi and RS/RNCP would be highly reductive. In fact, a certification project of any kind encompasses a whole way of thinking and structuring your training organization, and not just with regard to legal obligations.
This often involves the need to equip oneself with one or more software tools, depending on the needs and issues encountered.
In this article, I’m going to focus on an essential tool: how to choose a CRM.
CRM (Customer Relationship Management), also known as Customer Relationship Management software, is the discipline of managing and optimizing data, relationships and interactions with all your contacts, whether :
This tool gives you a 360° view of your lifecycle with your contact, and shows you all the steps and actions taken in the blink of an eye, whether :
It is mainly used in 3 main areas of the company and directly concerns all those involved in vocational training:
Below, I’m sharing a video fromEudonet that I found interesting, as it gives a very simple, yet very broad and objective definition of CRM.
Choosing an initial CRM for your training organization can sometimes be a real headache, as the market is full of different solutions, for all needs, and at all prices. Some are generalists. Some are specialized for training organizations. Some are aimed more at small and medium-sized businesses. Others are suitable for all company sizes.
However, it is useful for all training organizations, even the smallest ones, from the moment you feel lost in your prospecting and customer care. Let me give you an example.
Example:
People interested in the training courses you offer can contact you directly via your website. You receive a notification in your mailbox, but you don’t have the time to respond quickly to the prospect’s request for information. You then have to forward the request to a team member, which represents a considerable waste of time. Or, in another case, several of you contact the same prospect, but you have no way of tracing your calls or e-mails, which is totally unprofessional.
If this sounds like you, then the need for a CRM is crucial!
Taking the CRM step allows you to :
In short, a CRM is the promise of working faster and better, while working to fully satisfy the requirements of your customers/learners.
It’s not an easy decision to make. And while CRM will help you grow your training organization, it’s a time-consuming investment at the outset.
To help you make the right decision, beyond the various CRM comparators you can easily find on the Internet, I advise you to define your objectives for your OF and your decision criteria beforehand.
Example :
Objectives :
Decision criteria :
Once you’ve clearly identified what’s important to your training organization, you can pre-select 2-3 solutions that, on paper, meet your needs. The vast majority of CRMs offer a free trial version to test the tool. If this test is conclusive, you can then accept a demonstration appointment with a sales representative to study the tool in greater detail.
I invite you to create your own comparison chart listing the key features of each CRM.
This is the basis of your CRM. Depending on the solutions on the market, the directory of companies and contacts is more or less intuitive and more or less complete. For example, some pre-fill the company’s NAF code and legal form, while others do not.
In particular, it may be useful to check whether the probability rate is calculated automatically and whether you can schedule a task.
Most CRMs allow you to send a quotation. But not all of them allow you to add your terms and conditions, your bank details or your payment terms.
They vary greatly from one CRM to another. Invoicing, marketing automation and project management are often complementary modules.
If you already have an existing Excel database, it may be worth prioritizing a CRM that offers the option of importing it. Not all CRMs do! Some CRMs also allow you to synchronize your e-mail inbox and calendar.
Apart from an onboarding session, which is often scheduled when the CRM is set up, and a support service available via chat, telephone assistance or more personalized support is often optional.
Then all you have to do is take stock of your strategy and make your final decision!
If you’ve been wondering how to set up a CRM project in your training organization, I hope this article has helped to clarify things for you.
If you have any questions and/or would like to find out more about the support we offer, please do not hesitate to contact us. 😀
