monday.com is delightfully easy to use – but sometimes we do see DIY approaches that ultimately cost subscribers in the long run. It does take an experienced, external eye to spot how best to shape monday.com’s array of tools to your business, and organise your data for less clutter and better insights.
Here, our monday.com Practice Leader, Martin MacNamara, and Product Consultant, Oliver Stedman, share their take on:
When you’ve got the right CRM in place, you’ll see the benefit beyond just the technology’s features. Your CRM can – and should – be a strategic tool for managing your customer interactions and enhancing your customer relationships.
One of the major benefits of using monday.com as your CRM solution is it’s not limited to your sales team. Yes, this is where customers’ interactions with your company start. But, ideally, you’ll soon hand them over to your delivery and customer success teams. The issue is, in most CRMs, the journey finishes when you close the sale; there’s no way for your sales team to share the intel they’ve gathered and the relationship they’ve built with the rest of your teams.
With monday.com, though, you can do this seamlessly. Sales can hand over what’s been sold, what’s been discussed to date, what pricing was quoted, when delivery was promised, and any other details vital to continuing to build the connection they’ve made with the customer.
That’s a truly customer-centric CRM – being built and used for excellent customer experience from pre- to post-sales.
Complex CRMs create resistance from sales reps – rightly so! When they’re not implemented right, they can leave you still dealing with time-consuming manual processes. They can feel complex, unintuitive and overwhelming. Worse, sales can feel scrutinised or controlled rather than enabled, which kneecaps productivity, data accuracy and team morale.
Your CRM implementation should be worlds away from all that. We recently helped a client move away from a CRM that they’d been using for the best part of 15 years. It was pretty archaic, so they felt there was too much effort going in and not enough value coming out. Once we’d overhauled their CRM, we heard directly from staff that they’d found much more time in their days. Less meant more: the CRM automations we’d put in place cut down the time they were spending on handovers to other teams, admin, and logging emails and other communications.
You – or the colleagues you need to persuade – might be thinking another CRM is more trouble than it’s worth. Done right, though, you’ll be letting monday.com take plenty of work off your plates.
If you are feeling these pressures, they might be traceable back to a handful of common CRM implementation pitfalls. We’ll explore those next.
A CRM done right will give you actionable insights throughout the sales cycle. Real-time dashboards and reporting capabilities can properly guide your decision-making and let you proactively engage with prospects.
You’ll be able to make changes easily, adapting as your processes evolve. With some CRMs, implementing a new field might need an administrator’s help and could take one or two days to happen. With monday.com, though, you’re looking at a few clicks to make those straightforward changes. You can now make a field change on one board and have that filter down to all relevant boards working with that piece of data, too. So, rather than having to go through each board and make the same change, you’re only making one top-level edit that will automatically filter down to everywhere it’s needed.
You’ll foster collaboration between your sales, marketing, delivery and support teams. With integrated communication tools and centralised data storage, you can align everyone for a cohesive approach to customer engagement. Most importantly, it’ll be an approach that works for your people — they’ll feel the new CRM’s worth their time and attention, and quickly see the positive difference it makes to their work. One of our customers felt like everyone in their company started speaking the same software language after we optimised monday.com to suit their business. Plus, onboarding all your teams to the same platform makes everyone’s life easier! With monday.com as your CRM, you can easily collaborate with clients as well. Share progress updates and feedback via tailored permissions and views, so guests can access the boards you need them to.
Streamline your post-sales for timely product and service delivery. Automated order processing and contract management will take an administrative load off your teams. For your operations team, monday.com’s ease of use is a real asset — they can rapidly access the clean, specific data they need. Take looking at resourcing for a hiring plan, for example. Your team can see all of the deals that were closed over a six-month period at a glance, interpret what that capacity means in terms of resourcing for staff and delivery timelines, and then communicate with each department, all from their filtered monday.com view. No need to pull that information into an email or set up yet another Microsoft Teams or Zoom call to discuss (and then send an email follow-up, of course). Instead, your ops team can assign live tasks and updates from one place, for colleagues across locations and time zones.
The monday.com mobile app enhances customer connection. It’s a great example of the solution’s depth and capability, ideal for sales teams who are out visiting customers. All the information housed in your monday.com CRM is available, so your reps can pull up customer records on the move: the relationship’s health score, latest orders, revenue to date, any issues and resolutions. The app makes for better conversations and better use of everyone’s time. That’s value you just won’t get from a legacy CRM system, or if you still haven’t rolled out your first CRM.
Continuously improve your sales process, keeping pace with market dynamics. Rolled out right, your CRM will let you easily monitor KPIs. You’ll be able to start feedback loops to keep all your teams aligned with customers’ evolving needs, too. Your monday.com fields can be changed at the click of a finger if you need them to, adapting to your business as it grows and moves forward. This ability to adapt will cut your costs longer-term, too. You’ll already have the CRM basis you need, without expensive add-ons and implementation upgrades being the price you pay for growth.
Listen below as Martin outlines exactly how monday CRM lets you manage every aspect of your sales cycle in one centralised place.
At Provident CRM, we pride ourselves on delivering unmatched expertise and service to our clients. Our commitment to continuous learning and professional growth has led us to earn the prestigious title of Certified monday CRM Specialist Partner. This recognition reflects our deep understanding and mastery of monday.com’s CRM solution, positioning us as your trusted partner for all your CRM needs.
As a certified partner, we bring an elevated level of expertise and capability to every project. Whether you’re facing challenges with your sales processes, looking to streamline operations, or eager to explore the full potential of monday CRM, our team is equipped with the knowledge and tools to guide you every step of the way.
If you see yourself in any of the scenarios mentioned earlier, or if you’re struggling with an underperforming sales process, Provident CRM is here to support you. Our expertise and certified status guarantee that we can customise the monday CRM solution to align perfectly with your unique requirements, helping you unlock new levels of efficiency and drive your business growth forward.
Our Provident CRM team has seen plenty of different use cases and business models — and implemented CRM solutions that drive all these clients forward. With the right solution, rolled out to suit you, you’ll have a single, powerful resource to align marketing, sales, operations and support.
