If you are considering buying a business, it’s critical to carry out full due diligence on the target business’s software platforms. This software assessment must include the target’s CRM system, as a priority. The CRM system is the brain of the company and contains details of the business’s contacts, customers, opportunities, marketing efforts, complaints, cases, and much more. Without delving into a business’s CRM system you won’t know what you are purchasing as part of your M&A (Mergers and Acquisitions)
I can help you complete due diligence on a business’s CRM system by investigating:
- Usage – is the CRM being used, and is it being used in the right way by the right people i.e. Sales and Servicing?
- Scalable – is the CRM able to grow with the current business or with any strategic changes in the future?
- Data Quality – is the data in the CRM consistent, clean and useable?
- Data Model – are data objects and data fields in the CRM built in a way to help support or hinder business growth?
- Product licensing – does the business have enough of the right types of licenses to support growth
- Data Debt – what part of the CRM is out-of-date, needs updating, or needs to be decoded?
- Reporting – is the CRM being used for BAU, management, and strategic reporting? Is there scope for MI/BI improvements?
- Secure – is the data within the CRM secure internally and externally?
- Critical Employees – who understands and manages the CRM?
- Roadmap – is there a product owner for the CRM? If so, do they have a roadmap for developing the CRM platform?
- Integrations – how does the CRM integrate with other tools used by the business?
- Documentation – is there documentation to show users how the CRM has been set up and how it is to be used?
- Automation – does the CRM automate processes? Is there scope for automation to drive efficiencies?
- AI – is the business using Artificial Intelligence features within its CRM to help deliver success?
Contact me using this form to discuss how I can help you complete due diligence of a CRM system