One of the more interesting case studies I’ve done is that of M4F: Why is your public CRM system so much different from every other CRM system? Now you may be wondering, what does CRM stand for anyway? So let’s get into that.
There are several versions of CRM software out there; some are very specialized and some are pretty general. The first thing you want to do when you buy one of these systems is determining what the mission is for the project. Once you know what the system was built for, then you can build it accordingly.
For example, the Case Study Solution: How Do I Increase Sales? report would not be useful if the case was about building better sales people.
In addition, you’ll need to do an in-depth case study analysis before you do anything else. Whether you use a Case Study Analysis Solution or not is up to you; that will depend on what your focus is, but either way you’ll need to do the analysis.
If you do a case study analysis, then you’re wasting your time! What are you looking for? What have your customer’s done in the past to sell themselves or solve their problems?
You want to find those things that your customers have done that are really related to your product or service; the answer to that question is the problem you’re going to solve. In order to build a solution around this problem, you need to identify that problem from the first customer contact. Then you need to build a solution based on that business knowledge.
As you go through this exercise you’ll find patterns in customer needs and they’re the problems that you can fix. You’ll start to identify the problems your customer’s experience and building an auto pilot solution around those problems. The end result is you have a solution that solves their problem.
When you’re using a Case Study Solution, you’ll just go with the flow. You’ll think about it, build the solution, and make a quick presentation. You don’t need to take the time to analyze your solution.
However, if you do in-depth case study analysis, then you need to do the analysis. You’ll need to make sure you have all the business logic to go with the solution you’re building. With that in place, then you can look at the current scenario and see if there is a way to automate or direct this process.
Case Study Analysis Solutions are easy to come by; Sarah Kirby and David Templeton give you a free report, Business Logic and Customer Psychology to help you analyze the CRM system from this angle. Both those authors have done an amazing job and will leave you with a solid understanding of how your customer work, and where you can go to do business in the future. You’ll also get a free copy of their Case Study Help, which will help you develop this process.
If you decide to do the in-depth case study analysis, then by all means, it’s your call. But before you do, you need to have a solid understanding of what your customers are doing to solve their problems and identifying those problems for you.
What kind of quality feedback does your customers give you? Is it something you can use to improve on your solution?