If you are considering implementing a CRM software solution for your business, the choices can be overwhelming. To make the process less daunting, it can help to remember that your reason for implementing a CRM is to have the tools to help your teams better serve your customer and potential customers.
As you go through the selection process, be sure to think about the impact each feature of your prospective CRM software will have on customer satisfaction and interactions with customers. Focus on that first, and you cannot go wrong.
If you are looking for more guidance in choosing customer relationship management software, start by considering the following points.
Does the reseller provide a complete service package?
Find out if the providers you are evaluating offer technical and customer support services, both during the planning and implementation phase, as well as over the life of the product. The more you find out about their service offerings in the beginning, the happier you will be in the long run – especially if you run into technical issues.
What is the company like to work with?
Take the time to find a reseller that matches your company’s philosophy and culture, one who is knowledgeable in your industry, and whom you feel will provide professional expertise and customization. It may seem like the frosting on the cake, but if you and your provider do not see eye to eye, the process of implementing your software can be more difficult than you bargained for.
How well will the software help you develop growth and new sales opportunities?
A good CRM system will classify your prospects and help identify your best customers. Choose software with features designed to help you accurately project and responds to your customers’ needs throughout the sales cycle. A good system will also act as a sales assistant, helping you automate sales tasks.
How will the CRM help improve customer service?
The right CRM system helps you take a proactive approach to customer service, giving you the tools to resolve customer issues more quickly and successfully. It should also help open doors for revenue-generating loyalty campaigns, helping you to develop valuable long-term relationships with your customers and give you a platform to nurture relationships with prospects.
Does it support better decision-making and long-term strategic planning?
A good CRM platform should provide you with a single view of the customer across all touchpoints and channels. To accomplish this, make sure the software you are evaluating delivers comprehensive reports of customer behaviors, marketing campaign results, and sales activity.
Will the CRM improve efficiency?
Be sure to look for CRM software that will help create internal efficiencies by automating workflow processes, reducing human error, decreasing process time, and providing consistency through your company and teams.
Will the system grow with your company?
Do not be shortsighted by focusing only on what you need in CRM software today. Be sure to evaluate prospective CRM software by how it will help you manage your company’s future growth. Some good questions to ask are: “Does it allow for additional users and modules to be added easily?” and “Can it integrate with other crucial business systems?”
How robust and versatile is the system?
Will you be able to access the system from any location – including your company’s headquarters, remote locations, and mobile employees? For a mobile solution, look for a system that supports multiple communication devices to let users access customer data anytime, anywhere.
Will it integrate with your back-office systems?
To help make implementation easier, you’ll want a CRM system that will easily integrate with a wide range of third-party software and other internal business systems. The more flexible the CRM solution you choose, the easier it will be to add or update other components down the road.
Will the software support your global business?
Even if you are not currently during business overseas, a CRM system that supports global reach is an important investment in your company’s future. Make sure the provider you choose sells and supports products in the countries where you plan to do business. Other questions to ask are, “Does the software provide multicurrency support?” and “Is the software available in languages other than English?” In the end, be sure that whatever CRM software you choose is user-friendly and flexible enough to support your business now and in the future.
One way to accomplish this is to be sure to involve all key decision-makers as well as anyone who will be using the software in the planning and selection process.
Once the team is on board, all that’s left is to choose the solution that can most easily be customized to fit your organization’s needs.
