The Role of CRM Consultants in Digital Transformation Projects

You’ve likely heard of CRM systems and may be exploring this area of digitalization. By 2025, CRM goes beyond software—it’s about processes, people, and data. CRM consultants bring industry expertise, methodology, and change management skills that are often missing in companies. With 14 years of experience, we help clients tackle these challenges. This article explains what CRM consulting involves and why it’s worth partnering with a consultant.

How Can a CRM Consultant Help?

Before answering this question, it’s essential to clarify that CRM goes far beyond supporting sales processes. Thanks to technological advancements, CRM now supports a wide range of functional areas, including:

• Sales
• Customer Service
• Marketing Automation
• E-commerce
• Human Resources (HR)
• Finance
• Customer and Partner Portals
• Business Intelligence (BI)

CRM consultants understand the unique challenges of these areas and have the tools to solve them. While one consultant rarely specializes in all these areas, most focus on 2-3 domains. Beyond technical expertise, a CRM consultant assists in the following ways:

Preparing for CRM Implementation Projects

The goal of any CRM implementation is to align CRM tools with business objectives. Clear goals and actionable steps are critical. CRM consultants often participate in the preparation phase, helping decision-makers define these tactical steps.

Example:

Let’s say a company’s goal is to improve transparency in sales and customer service processes. To achieve this, a consultant might recommend:

• Implementing a shared customer and contact database
• Providing visibility into customer history for both teams
• Displaying transactional data (e.g., contracts, orders, invoices) linked to customers
• Introducing opportunity and case management workflows accessible to both teams
• Establishing an internal collaboration platform
• Setting up automated notifications
• Designing reports, dashboards, and monitors

Executing Implementation Projects and Managing Change

Most companies hire external CRM consultants for implementation projects. Methodologies vary between “waterfall” and “agile” approaches. At Attention CRM Consulting, we believe in starting projects with a clear scope and deadlines. Our projects follow four main milestones: Design, Build, Go-live, and Hypercare. Each phase is crucial for success, with consultants playing unique roles in each stage.

Design Phase:

Consultants gather all necessary inputs for solution design through:

• Individual and group interviews or workshops
• Reviewing requested documents and system documentation

Once inputs are consolidated, the consultant creates a comprehensive solution plan that addresses the initial goals. This phase also involves preparing for organizational and process changes by:

• Recommending new roles
• Supporting internal communication strategies
• Drafting internal communications

Build Phase:

The solution designed in the previous phase is delivered during the Build phase. Tasks include:

• Configuring internal settings
• Coordinating development teams
• Leading internal and client testing
• Addressing functional improvements
• Delivering the final solution to the client

Go-live Phase:

This phase involves launching the approved solution, including:

• Deploying the live system
• Migrating live data
• Conducting user training
• Preparing user documentation

Hypercare Phase:

The Hypercare phase ensures client support during the first weeks post-launch. Consultants remain available to address questions, resolve issues, and fix any errors.

Continuous Improvement and System Maintenance

A CRM system’s implementation is only the beginning. Over time, new ideas and needs emerge, especially within the first 1-1.5 years of use. Addressing these smaller needs can determine the long-term success of a CRM project.

At Attention CRM Consulting, a dedicated division handles system improvements and maintenance for existing clients. CRM consultants collaborate with clients to develop new features and identify future development directions. This ongoing partnership ensures long-term CRM success.

Why Hire a CRM Consultant?

If your company is planning to implement or enhance a CRM system, hiring a consultant is highly recommended. Consulting firms have a significant advantage over freelancers due to their extensive in-house knowledge base. When paired with the right methodology and attitude, this expertise ensures successful collaboration. A consultant’s objective perspective often helps resolve roadblocks and mitigate risks proactively.

When selecting a CRM consultant, consider these factors:

• References
• Company values
• Local presence
• Allocated resources
• Methodology
• Timelines
• Pricing

Conclusion

CRM consultants are critical players in implementing and enhancing CRM systems. However, success also requires a well-organized internal knowledge base and proven methodologies. If you have any questions or are considering hiring a CRM consultant, feel free to contact us at [email protected].

We hope this article has provided valuable insights!