The Best CRM tools can – and should – be customized to your company’s needs. Before you look for a solution, you should know what type of system will help make the most of every interaction your company has with existing and potential customers. The Best CRM software offers the solution – it can send and receive the information you need in an instant.
Ask yourself these questions when choosing the Best CRM solution to meet your needs:
- Who are my customers?
Because CRM is customer-centered, it’s important to design a solution with a clear understanding of who your customers are. You want to know their preferred ways of doing business, how they come in contact with your business and why they choose you over another vendor. This information will help prioritize the tasks your Best CRM tools need to manage, and will define a clear roadmap for the parts of your business that are critical to a solution.
- How many people need to work with my CRM tools?
The solution you design must be powerful enough to accommodate peak staff usage without its performance suffering. Identifying how many users are on your system will give you a starting point for defining its robustness. Be sure to consider future growth plans in your analysis as well.
- What roles do they have in the company?
When deciding how many users you want to support with CRM tools, also define their job functions and the way in which they will use the tools.
- How does my business receive orders?
If your company takes orders from many channels – through telephone-order centers, a Web site, or sales reps – you’ll want to make sure your solution can accommodate information from each source. The value of Best CRM tools will be greatly reduced if only a portion of customer data makes it to the system.
- Does my inventory allow for significant cross-sell and/or up-sell?
If your business sells a deep range of related products and services, it’s especially well-suited to CRM tools. Look for a solution that can help you make the most of cross-sell and up-sell opportunities, with the flexibility to handle multiple layers of data sorting. This will allow you to extensively customize outreach efforts.
A recent study, “Doing CRM right: What it takes to be successful with CRM,” found that just 15% of the companies it surveyed – both small and large – felt fully successful with their CRM programs. Are you one of them? Here are some common mistakes to avoid when choosing the Best CRM for your business.
- No management support. One of the biggest mistakes organizations make as they implement CRM is not getting support from upper management. End-users resist change; if no one endorses the project and requires them to use the new system – with all its functionality – they won’t embrace CRM. Unfortunately, most organizations’ senior management (36%) view CRM as useful but not critical. When senior management views CRM simply as useful, it detracts from success, probably because this senior-management mindset sends a message to employees that the CRM effort is not a company priority.
- Less-than-adequate training. CRM implementation often means reengineering business processes, but training seldom takes this into account. How the system changes these business processes – or even what business processes are changing – is never conveyed, leaving end-users confused and frustrated. Never skimp on training manuals or end-user training programs – a CRM project is only as successful as its least-skilled end-user.
- Dirty data. Organizations tend to underestimate the importance of cleaning up their data, but that’s a recipe for disaster. While the task may seem overwhelming, it will greatly increase the success of the initial rollout.
Customers want companies that will go that extra mile with service. A strong and functional CRM system used by the entire team is a step in the right direction.
To see how you can implement the best CRM solution within your company, read Best CRM Software.