CRM

1. Rightsizing

2 min readNov 24, 2022

It is very likely that you don’t use all your licenses. People come and go. Offboarding sometimes becomes just deactivation and this costs you.
Some people / departments claim they need a license but they don’t in reality (legal teams, QA, finance, management)
Look into the setup. Is it “named” user vs “concurrent” user (concurrent means a group licenses setup. So you only count the total number of users who are CONNECTED at the same time). If you are a concurrent user – look into the maximum need and ramp down to this. You can often always increase incrementally
Whenever your renewal is due, look into other options and prices. Though it is not likely that you will switch systems because this would take a year to be fully operational on a new system.
Btw also look into the roles and limit the administrator roles

The supplier’s account- or success manager’s duty is that they look after your plans so that you don’t overpay but that you have exactly the right amount of licenses that you need
Review the rightsizing every 6 months with the account manager.
Ask your account manager to inform you about migration opportunities proactively to their latest version that they offer for new customers.
Ask the supplier if they can ramp down licenses that you don’t use / were over-selled.

Sales, marketing, and customer support should be working on one integrated system
Is all communication across channels (chat, mail, phone, whatsapp, app, bot, text, etc) integrated so that representatives don’t need to switch systems but have an omni channel setup.
Can representatives see all necessary extra information to answer the customer in one contact but also peripheral information such as dunning, last time active, NPS score, all marketing comms, etc.)
Implement standard reports and dashboards so that you can focus on the interpretation of customer insights rather doing the reporting