CRM just as important as the ECD

How differently do we handle business contacts. Do you have insight into your organization’s business network? Who knows whom? Is the content of business agreements within your organization well documented? Do your employees have a clear overview of the main points in the contracts? In this blog, you will read why a system for keeping track of business contacts (CRM) is just as important as the ECD.

No chore

How sloppy is it if colleague A has an appointment with a councilor on Monday, only for colleague B to show up at the exact same councilor’s door exactly one week later? Accurately documenting and logging appointments in a Client Relationship Management system (CRM) prevents this kind of awkwardness and allows colleagues to see each other’s work. Although writing a report is often seen as an annoying ‘chore,’ it requires little explanation to clarify its urgency. First, a conversation costs money because of the man-hours, and second, all the knowledge gained by colleague A becomes worthless if he gets sick or even leaves, and there is no documentation of what was discussed.

Lost search time

Good contact management in CRM also means that employees have the most up-to-date job titles and contact information for business relations available in no time. If you’re organizing a general practitioners’ lunch or symposium and it takes days of work to compile all the addresses, the invitations may only go out after the chosen date has already passed—so to speak.

Whether it’s contact with municipalities, health insurers, or general practitioners, employees who can quickly access the right information about an institution are able to communicate more professionally, productively, and efficiently. As knowledge becomes universal, tasks can be better distributed, and employees can keep their commitments.

High-level contract overview

In addition, CRM also brings about a professionalization of contract management. It offers your employees the ability to keep an overview of the main points of contracts. What types of contracts do you manage? What are the key agreements? Which contracts are nearing expiration, and do they include options for renewal? If this doesn’t automatically come into view, the risk of forgetting and lapsing is much greater, and timely action may not be taken.

Budgetary matters are also easier to track. Employees no longer need to sift through stacks of ‘paper.’ They can see how a budget is structured at a high level. Is there a ceiling? What is the method of financing? Are there any advance payments? Is there an SROI report required? These are just a few examples of the possibilities. You have immediate insight into all contracts.

So, from now on, you expect the employees in ‘Client Relations and Care Contracting’ to meticulously record their work in CRM, right? This way, agreements, activities, tenders, and obligations are transparent, and work can be easily transferred. This ensures continuity of funding. And that’s why CRM is just as important as the ECD.

Jochem Dijs | +31 33 7122160 | jochemd@qssolutions.nl