Publish date:

• 21st May, 2025

Implementing a CRM system is an important business decision, but can also be complicated. Buying and installing a CRM with many features won’t automatically improve customer relationships or boost sales. You need a good plan to avoid wasteful implementation failures.

If you have questions like “How do I choose a CRM consultant?”, “What does a CRM implementation consultant do?” or “How do I hire a CRM consultant?” If you need help with CRM implementation, keep reading this blog post.

A study by Grand View Research, Inc. projects that the global CRM market will grow to $163.16 billion by 2030. This growth will lead to more CRM consultancies, making choosing the best CRM implementation consultant harder.

Choosing the right CRM consultant is essential for successfully setting up and using a CRM system. These experts bring knowledge, technical skills, and strategic insight. They help ensure a smooth CRM setup, improve customer relationships, and increase return on investment.

What is a CRM Consultant?

A CRM consultant helps businesses improve customer relationships by setting up and optimizing CRM software. They evaluate a company's customer service, sales, and marketing needs, recommend the best solutions, and train employees on effective practices. Their main goal is to streamline processes, enhance customer interactions, and boost efficiency.

Why Do You Need a CRM Consultant?

In today's business world, customer relationship management (CRM) is crucial for handling customer interactions and data across different channels. It helps to:

• Get a 360-degree view of the customer,

• Enhance customer satisfaction and loyalty,

• Boost revenue,

• Offer helpful advice for making decisions and improving CRM strategies.

Hiring an experienced CRM consultant is a wise choice. They provide tailored advice to meet your needs and help you throughout the implementation process.

You might need a customer relationship management consultant if you want to:

• Choose the right CRM platform that meets your business needs.

• Avoid spending too much on unneeded features or risking security.

• Get advice on improving CRM software, managing data, and adding security measures.

• Maximize CRM feature utilization,

• Get help to test, deploy, and improve your CRM platform for the best performance.

• Connect your CRM with your current systems. We will help you make the most of its features.

• Upgrade existing CRM systems to meet new requirements,

• Change to a different CRM platform that fully maps your business processes.

• Create clear training programs to help your team onboard quickly and successfully.

• They can provide expert help for compliance and best practices, which can increase your return on investment (ROI).

On the other hand, choosing the wrong CRM consultant can lead to:

• Ineffective and costly system implementation,

• A CRM system that does not fit your business goals or needs,

• Workflow disruptions and decreased productivity,

• Extra costs for fixing errors, undergoing re-implementation, or even switching to another platform altogether.

A poorly executed CRM strategy can harm customer relationships and damage your brand's reputation.

Delays can slow down your time to market and weaken your competitive edge. This can make it harder to reach your growth and profit goals.

What Does a CRM Consultant Do?

CRM consultants help businesses choose, set up, and improve their CRM systems. They look at how processes work, check data management, and improve sales and customer interactions to make the system work better.

CRM Consultant Types, Roles, and Responsibilities

There are two main types of CRM advisors: functional consultants and technical consultants. 

Functional consultants focus on business processes and strategy. Technical consultants handle system setup and integration. 

There are also strategy consultants who ensure CRM systems meet business goals and implementation consultants who implement strategic plans.

What is a Functional CRM Consultant?

A Functional Consultant helps businesses customize CRM solutions to meet their specific needs. They gather essential requirements during different stages of CRM setup to ensure the system meets these needs.

The main tasks of a Functional Consultant include analyzing the system, configuring it, and making adjustments to achieve the desired features. They also create detailed specifications and work with the technical team to ensure accurate implementation. Additionally, they handle documentation, support clients during user acceptance testing, and prepare training for key users.

Functional CRM consultants can also serve as strategy and implementation consultants.

What is a Technical CRM Consultant?

A Technical CRM Consultant focuses on the technical aspects of CRM solutions. They should:

• Analyze a customer’s system needs,

• Work with pre-sales and functional teams on technical details.

• Deploy and test CRM systems,

• Handle integrations with external platforms and web services.

They help create technical specifications and data models for complex projects. In addition to consulting, they provide technical support to clients and mentor junior team members.

What Do Strategy CRM Consultants Do?

Strategy CRM Consultants help businesses plan and align their CRM systems with their goals. They examine customer behavior and current processes to create a customized CRM strategy. It includes setting key performance indicators (KPIs) and a clear implementation plan.

What Do Implementation CRM Consultants Do?

CRM Implementation Consultants take strategic plans and turn them into clear steps for action. They perform the following tasks:

• System configuration,

• Data migration,

• Workflow automation.

• User training

• CRM system issues troubleshooting.

What Types of Businesses Use CRMs? 

A CRM consultant helps businesses of all sizes use CRM systems. They focus on improving customer relationships, automating tasks, and driving growth.

• B2B and B2C companies –B2B companies use customer relationship management (CRM) tools to keep track of potential clients, manage their sales processes, and build lasting relationships with customers. On the other hand, B2C businesses use CRMs for personalized marketing, customer support, and to engage with their customers.

• Startups, small and medium businesses, and enterprises—Startups use customer relationship management (CRM) systems to organize their interactions with customers and grow their business. Small and medium businesses rely on CRMs for sales, managing customers, and automating tasks. Enterprises use CRMs to gather data, streamline workflows, and improve teamwork.

• Nonprofits and government organizations – Nonprofits use CRMs to manage their donors, fundraising efforts, and outreach activities. For-profit businesses use them to boost sales and keep customers. Government agencies utilize CRMs for case management and engaging with the public.

A good CRM strategy can help businesses in any industry work better, build stronger relationships, and succeed in the long run.

Here’s a simple overview of the challenges that different businesses face and how a CRM consultant can assist:

Let’s dive into some of the common challenges businesses face when selecting a CRM consultant and how to tackle them effectively. 

Key Challenges of Choosing The Right CRM Consultant

Selecting a CRM consultant can present several challenges for businesses:

• Sometimes, businesses are unsure about what they want to achieve with their CRM system, making it difficult to choose the right CRM software consultant.

• Budget limits can make finding a CRM consultant with the right skills and experience hard.

• Businesses should carefully check if the consultant's fee matches the value they provide.

• It is important to choose a consultant who knows your specific CRM platform well. If they don’t, it could lead to delays and higher costs.

• Finding a CRM consultant with experience in your industry, like commercial real estate, can be difficult. If the consultant doesn’t understand your industry, it could result in poor strategies and implementations.

• The consultant should adapt to the organization's culture and work well with the in-house teams. A poor fit with the culture can cause communication problems and reduce productivity.

• High-quality CRM software consultants are often in demand and have busy schedules, making it difficult for businesses to book their preferred consultants on time.

• A CRM consultant can help with short-term goals but might not be the best choice for long-term objectives. Therefore, it’s important to think carefully during the selection process.

• Understanding these challenges can help businesses prepare better and make informed choices when selecting a CRM consultant.

15 Tips on How to Select and Hire CRM Consultants

When you decide on hiring a CRM consultant, you should focus on key selection criteria, such as:

1. Define Your CRM Project Goal

The first step in choosing the right CRM consultant is to define your goals. Clearly stating what you want to achieve with your CRM system will help you figure out what type of consultant you need.

A functional CRM consultant is the right choice to improve customer interactions and sales processes. A strategy CRM consultant is a better fit if you want to focus on the overall business strategy for managing customer relationships.

If you have specific technical needs, such as system integrations or custom software development, a technical CRM consultant is the right expert for you. Knowing your goals helps you narrow down your options and allows you to communicate more clearly with potential customer relationship management consultants.

First, identify what your business needs. Then, divide your consultant requirements into ‘must-haves’ and ‘nice-to-haves.’ Lastly, outline your CRM needs for both the short and long term.

You might not currently use email outreach or lead scoring, but consider how these CRM features could become important as your business grows.

Make a detailed list of your needs, keeping future growth in mind.

2. Choose a Preferrable Type of Engagement

There are three main ways to work with a CRM consultant: hire someone in-house, use a CRM consulting firm, or hire an independent freelance CRM consultant. The roles of in-house and freelance consultants are typically clear, so let's examine their advantages and disadvantages.

3. Calculate the CRM Consulting Cost

Understanding the cost of hiring a CRM consultant is essential for budgeting and evaluating the value they add to your project. Consultants may charge by the hour, set a fixed fee for the project, or work on a retainer basis.

Hourly rates offer flexibility but can increase if the project takes longer than expected.

Fixed project fees provide cost certainty, but they may not allow for changes in the project scope. A retainer model guarantees the consultant is available for ongoing support when needed. However, if you do not use the services enough, you might not get good value for your money.

Aligning your project’s costs with its scope and duration is essential to providing good value. Also, check what the fee includes, such as post-implementation support or training, as these can significantly affect the overall cost and value of the project.

Consider the length of the project. Longer projects may offer lower rates, but costs can still increase. Don't choose a CRM consultancy based solely on a low quote. Saving money at the start may lead to higher expenses later on due to more hours needed for the project or major delivery issues.

Some companies use a “mixed delivery model.” They combine local roles, like project managers and business analysts, with offshore development teams to save costs. While this approach is not the cheapest, it still provides significant savings and helps maintain the quality and experience you would expect from a U.S.-based consulting firm.

Our blog post lets you learn more about the hidden costs of CRM implementation.

4. Search for Potential CRM Consultants

When looking for CRM consultancies, don't just rely on official websites. Check their social media and review sites, too. LinkedIn is an excellent option because it has over 660 million users worldwide.

On LinkedIn, you can easily see how large a consultancy is, explore the skills of its team members, and find out where it is located. Not everyone has a LinkedIn profile, but it is a good place to start research.

Independent business review sites, like Clutch.co, are great for your research.

Codleo has received praise from Clutch and AppExchange for offering great consulting and development services.

5. Verify Years in Business and Expertise

The CRM consulting and implementation field is very competitive, with popular platforms like Salesforce and Microsoft Dynamics 365. Consulting firms with a long history in this area have valuable expertise gained from seeing how CRM technology has changed over time.

They have effective methods that come from their specialized experience.

Many businesses looking for CRM solutions have team members who have used older contact management systems like ACT, GoldMine, Maximizer, and Telemagic. These platforms had their limits, but also provided helpful experiences and features for many users. 

When consultants are familiar with different CRM platforms, they can better tailor their recommendations to fit your needs. This approach reduces bias and helps them create innovative solutions for your business.

Codleo has spent 10 years in the CRM business and has worked with over 10 CRM systems. We are long-term partners with Microsoft and Salesforce, two top CRM providers. This experience has helped us solve various challenges our clients face in managing their customers.

6. Confirm Technical Proficiency

When choosing a CRM consultant, look for strong technical skills. The expert you select should know how to handle all aspects of CRM systems, including data migration, system integration, and customizing features.

If you're moving from an old system, data migration skills are very important. You also need expertise in system integration to ensure a smooth workflow. It is especially true if your CRM needs to connect with other systems, such as ERP or marketing automation tools.

Customization is essential to ensure that your CRM solution fits your business needs. It helps you solve specific problems instead of using a generic solution. Before you choose a provider, check their technical skills and certifications. Doing this can save you time, money, and frustration later on.

7. Find a mix of CRM consulting and development experience.

CRM consulting firms with experience in product development provide clear benefits for your custom projects. Firms that have created their own CRM products or built solutions on existing platforms understand user needs better. They offer ready-made answers to common business problems and can communicate with you effectively.

These CRM consulting companies have strong skills in quality control and testing. This expertise is crucial for successfully launching and supporting products for different users. Many agencies that only provide CRM consulting services often lack this knowledge.

On AppExchange, Codleo remains one of the leading CRM solutions for commercial real estate, which proves that we cannot only build a viable software product but can constantly enhance it to keep up with industry trends.

8. Opt for CRM Consultants Specializing in Your Industry

When choosing a CRM consultant, consider their experience in your industry. Consultants who know your field can offer valuable insights about market trends, customer behavior, and the everyday challenges businesses like yours face.

This specific knowledge gives them an advantage in creating effective solutions designed for your industry. A CRM consultant with experience in your field can understand your challenges and communicate clearly. Whether you work in healthcare, finance, manufacturing, or another sector, they will know your language and specific needs.

It makes it easier to learn quickly and get better results sooner.

Codleo has 10 years of experience in CRM consulting and development, specifically in the commercial real estate sector. We specialize in:

• Residential Real Estate

• Capital Markets

• Investment Banking

• Land

• Legal Services

• Private Equity

• Venture Capital

• Oil & Energy

• Property Management

9. Leverage Offshore Resources

Advanced collaboration tools have transformed the tech community into a global marketplace. Companies can often find offshore talent at a lower cost than local workers, allowing them to use their budget more effectively.

Consultants with a global viewpoint can help companies that want to expand or understand international markets. They have a wide range of skills and expertise that might be hard or costly to find locally.

U.S.-based CRM consulting firms, like Ascendix, have expanded to other countries to access a broader range of talent and provide affordable solutions. Ascendix started in Dallas and has since opened operations in several European countries. They can keep costs down while maintaining high-quality standards like those in the U.S.

10. Look for Post-Implementation Support

Post-implementation support is critical when choosing a CRM consultant. The work doesn’t stop once the CRM system is up and running. Instead, a new phase starts that includes training users, fixing problems, and making ongoing improvements.

Ensure the CRM consultant provides ongoing support to adjust the system as needed. This support helps ensure a smooth transition and helps your team adapt quickly to the new system.

If you don’t have enough support after implementing your CRM system, you may face problems that affect its operation or lead to low user adoption. It can waste your investment. Ensure the consultant’s support services meet your long-term needs for a successful and lasting CRM solution.

Codleo provides two types of support after implementation: on-demand CRM administration and dedicated virtual administration.

11. Review Past Case Studies

Looking at past work, like case studies or portfolios, is essential when choosing a CRM consultant. It gives you clear proof of their skills, expertise, and the results they have achieved for other clients.

Look for projects similar to yours in size, industry, and goals. It will show you what they can achieve and help you understand how well they know your specific challenges and objectives.

Case studies can show how well a consultant solves problems, meets deadlines, and keeps customers happy. By looking at a consultant’s past work, you can better predict their performance on your project. It helps reduce risks and supports a successful implementation.

12. Check Delivery Capacity

Don’t assume that larger companies are always better. Instead, please pay attention to how quickly they respond and how engaged they are in communication.

Things To Check When Selecting a CRM Consultancy | Codleo

Be careful about quality control and the risk of overcharging for consulting hours. Freelance CRM consultants and small CRM firms may be in high demand, so take your time to find the right fit and ask when they can start working on your project.

Choose your consultant based on the complexity of your project. For simpler projects, a consultant with multiple skills can be the project manager, business analyst, and developer, helping you save costs. However, it’s better to have specialized roles for larger and more complex projects to achieve the best results.

13. Choose the Right CRM Implementation Approach

Ensure your CRM implementation specialist's preferred method matches your goals and needs. Different projects need different approaches.

Flexible Approach – choose a consultant who can adjust to your business needs and culture.

“As-Is” Approach: This simple method lets you focus on changing data and training by using current features. It helps lower costs and speed up results.

The Proof-of-Concept (PoC) Approach is great for projects that aren’t clear yet. A PoC helps turn vague ideas into a real model through step-by-step work.

Structured Agile Approach—A structured agile approach is important for larger and more complex projects that involve many business areas and systems. This usually requires specific project management and business analysis skills to effectively manage timelines, budgets, and project scope.

14. Assess Communication Skills

Good communication is crucial for successful CRM implementation in companies. A good CRM consultant needs to be both skilled and a great communicator. They should listen carefully to understand your business challenges, needs, and goals.

It is essential to explain complex technical terms in simple language so that everyone, even those who are not tech-savvy, can understand. When communication is unclear, it can lead to misunderstandings, increased project scope, and, ultimately, project failure.

When you choose a consultant, could you pay attention to how they communicate? Look for clear and straightforward explanations and open conversations. These qualities will help ensure a smoother and more effective implementation process.

After you’ve selected possible consultants, make a list of questions to help you determine whether they are a good fit.

15. Other Recommendations

Ask your shortlisted CRM consultants for a clear proposal. The proposal should explain the scope, specific deliverables, estimated timelines, and cost breakdown. It will help you understand what you agree to and set clear expectations, reducing misunderstandings and scope changes later.

Before you finalize your agreement with a CRM consultant, carefully review all contract documents. Focus on clauses about confidentiality, data security, and how to end the contract. Knowing these terms helps reduce risks and ensures both sides understand their obligations and expectations.

Bonus: 14 Questions to Ask Your CRM Consultant

To help you hire a CRM consultant, here are some questions to ask:

• How long have you been in the CRM consulting business?

• Do you have experience in my industry? Can you provide case studies, portfolios, or references?

• How did you solve the challenge of X? This might give you new ideas for your future work.

• What is the typical size of your projects in terms of money, number of users, and amount of data moved?

• Which CRM platforms have you used? Do you have a connection with a specific CRM vendor?

• Do you have custom CRM app development experience?

• How do you operate? What do you need from us? What are our responsibilities?

• What CRM tools are you proficient with specifically?

• Who will be assigned to our project? Can you send their CVs? Even if the company has been in business for years, ensuring we are working with experienced professionals is important.

• When can you start working on our project?

• What are your prices? What is the average cost for a project like ours?

• Do you offer training and support for our users? What is your Service Level Agreement (SLA)? Can I see a copy of your typical agreement? Please check the responsibilities, liability, and payment terms in it.

• How do you ensure quality and meet deadlines?

• What experience do you have in training teams to use a new CRM platform?

Why Codleo as Your CRM Consultant of a Choice?

With 10 years of specialized experience in CRM, Codleo is your top choice for CRM selection, implementation, and adoption. We focus on Salesforce and Dynamics 365 consulting and AppExchange app development. We use industry best practices to create CRM solutions that fit your unique business needs.

We follow ISO 27001 standards to manage security and ensure best practices. As a result, you can trust that your business and customer data will stay secure during our collaboration.

Also, we’ll help you with:

• Choose a CRM by first understanding your specific needs. Then, compare different options fairly to find the best CRM for you.

• We help you set up customer relationship management (CRM) systems and create workflows that support your tasks. You can use built-in features or add custom functions. We also integrate detailed customer profiles.

• Create a custom CRM if you need a single system with all the required custom features.

• We provide CRM migration consulting to help you transition smoothly to a more efficient system. Our goal is to ensure that your data remains safe and that there is no disruption during the process.

• I will help enhance your current processes by improving the performance of your CRM software, fixing any existing problems, and using features you don't fully use.

• We will consolidate our CRM systems by moving from several separate systems to one single platform for the entire organization. It will help us create consistent processes and maintain precise data across all departments.

As your CRM consulting partner, we help you improve your business with effective CRM strategies. Our experienced team runs workshops to engage your team, guides you through new technologies, creates specific user stories, and ensures a smooth Salesforce setup and user adoption.

Schedule a free call for CRM consulting, and we will help you solve your CRM challenges.