What we do
Most CRM projects fail for one simple reason: they treat CRM like a one-off installation, instead of a living system that should evolve as the business evolves.
At CRM Insights, we help you improve how work gets done across sales, customer service, marketing, and the handoffs in between. We start by understanding what you’re trying to achieve, then we prioritise the improvements that will make the biggest difference, and we implement them properly.
Because CRM is a live system, we work in cycles. A new product, a new team structure, a new sales process, or a bottleneck you can finally see clearly. Your CRM should reflect that, just like your website should. Once we deliver the initial implementation, we review, refine, and improve again.
Our continuous improvement methodology
Phase 1: Discover and align
1. Demo and aspirations
We learn what you want to achieve and what’s driving the need for CRM now.
2. Shared Success Workshop (face-to-face)
We take a deep dive into how your business works, your current systems, and where the inefficiencies and bottlenecks sit.
Phase 2: Scope and prioritise
3. Scoping and priority plan
We create a clear scoping document that lists improvement elements in order of priority.
4. Agree on priorities and budget
We align on what comes first, what can wait, and what the budget needs to be.
Phase 3: Build and validate
5. Configuration
We configure your CRM to support your real-world processes, not generic assumptions.
6. Data migration
We move your data safely and sensibly, with accuracy and usability in mind.
7. Testing
We test with your team, validate the workflows, and remove friction before launch.
Phase 4: Embed and launch
8. Training
We train your people to use the system confidently and consistently.
9. Go-live
We launch with care, so the team adopts it, uses it, and trusts it.
Phase 5: Proactive support and improvement
10. Ongoing, proactive support
We support, monitor, and keep improving so the CRM stays aligned with the business.
Why this works so well
Best-practice workflow improvements often reveal other areas that are sub-optimal. For example, implementing strong opportunity management can quickly highlight issues in quote follow-up or handover processes. As soon as one part improves, the next bottleneck becomes visible.
That’s why we review client environments periodically, typically annually, and more frequently if needed. We start again at step one, revisit the drivers for change, and prioritise the next set of improvements.
The cycle continues, because the business continues.
Read more about our services
Testimonials
Mark Parton, Hako
“The whole CRM Insights team are simply nice to deal with. They’re on the same wavelength. They know where we’re headed as a business, and they’re proactive in helping us get there.”
Rory Dear, Datasound Laboratories
“They’re trustworthy and have always been there instantly – it’s been fantastic to work with them.”
Tom Waughman, Dermatonics
“Working with Mike and his team has been very easy and straightforward. They were patient, flexible and explained technical processes in plain English. I’d certainly recommend them to anyone looking for a cost effective CRM solution.”
Alex Bell, Business Manager
“The new system is proving a vital tool in the everyday running of our business, enabling us to make better decisions faster. Mike’s been very helpful and responsive – he’s keen to make a difference for our business.”
Adrian Oates, Nene Park Trust
“CRM Insights made it so much easier to look through the different options. We really appreciated the way they weren’t trying to sell a system and shoehorn our requirements into it.”
Laura Wilson, CLM
“My advice for anyone thinking about going down this route is that, if your company is at a similar point to where we were with so much to do day-to-day, you can find yourself very resistant to finding the time to do the work. But looking back now, I can’t believe how wrong I was. The time it has given me now is so worthwhile!”
Richard Jupp, Norton Townsend
“It’s been a pleasure working with Mike and his team. He impressed us from the initial presentation and the care and attention to detail that have gone into the whole process have inspired confidence.”
Laura Green, Stamford Stone
“The monitoring of leads has helped the Sales team an awful lot. It’s created a healthier work environment for everyone. And it‘s made it a more enjoyable business to run.”
John Pearce, Made in Britain
“As a small team, we’ve found the expertise and support of CRM Insights invaluable. I really respect the flexibility of their approach and their willingness to work with us to dream up and deliver valuable new solutions to our business challenges. We’re happily increasing our future investment with them.”