Publish date August 28, 2019
Microsoft Dynamics CRM audit is a time consuming but a valuable process for any organization for achieving the ROI on TOC. An effective CRM implementation is important and critical for many businesses, but surprisingly audits are never in the mix – this is a costly mistake. A CRM audit is critical to address key questions about your business and improve business process standards. A cross-departmental trained team is essential to deliver a sustainable, reliable, and stable CRM system.
In many organizations, Dynamics CRM has grown and developed beyond a Rolodex and has become a key system to track key prospect, inventory,customer, and personal data. Any time an application is used to store high-risk or critical data, the auditors are going to check the controls in place around that data.
As CRM evolves into XRM, more and more companies are now maintaining inventory, orders and payments inside the CRM system. Risk is inherent in such transactions and is mostly related to fraud, privacy, misappropriation and financial misstatements. Controls need to be developed to mitigate these risks. These controls might be application security, database security, or processes outside of Dynamics CRM.
What to do when auditors are coming? As a starting point, focus on the following 3 key focus areas.
What is a CRM audit?
A CRM audit enables you to review the effectiveness of Dynamics 365 CRM implementation. These audits can vary in scope and depth. Some important differentiators are mentioned below:
Processes to be considered during the CRM audit
A CRM audit should include the following:
The steps of a CRM audit
CRM evaluation checklist
Here is very simple CRM evaluation checklist. It can serve as a framework, and areas most pertinent to your business can be fleshed out in more detail.
CRM audit checklist
Is data being captured accurately?
Is data being captured at the appropriate time?
Does the data support business objectives?
Does the data support regulatory objectives?
Are users using the CRM as intended?
Is the consistency of use supporting business goals?
Is the quality of use supporting business goals?
Do users find the system useful?
Do users feel the system supports business goals?
Are users experiencing problems with the CRM?
Do users want to see specific improvements?
Are all CRM integrations working?
Are there CRM updates that need to be implemented?
Are there other integrations that may suit the CRM better?
Are the reports supporting business objectives?
Are the reports delivering the required information?
How can the reporting process be improved?
Does the CRM support compliance requirements?
Please list recommendations below including level of urgency.
A CRM audit is often seen as a technical process that evaluates the effectiveness of a CRM . The audit should check whether the CRM supports business goals and recommend ways for improvement. Happy auditing!
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