CRM Selection Mistakes to Avoid
When a business grows, it is fairly inevitable that it will need to begin using Customer Relationship Management software. This may not happen instantly, but will develop over time, when the business begins to identify pitfalls in the present way they are managing their business. CRM software can streamline processes within a business with more accurate measurement, therefore providing a more accurate level of management.
With there being an estimated 800 CRM solutions available on the market, many business owners can become quite overwhelmed with the choices presented to them, that their decision can become frustrated and wrong choices are made. There are definitely CRM selection mistakes to avoid and these can be followed very closely.
Identify the needs of the business
The first step in understanding the CRM selection mistakes to avoid, is to know very clearly what the goals of the business are, that necessitate the introduction of a CRM program. For instance, is the business launching a new telemarketing campaign whereby there are ten telemarketers across the country with their own areas to call? How are the results of this campaign going to be collated so that the business can generate more sales from these leads?
Is there going to be an email follow up given to these leads? Will they receive some sponsorship material in the post? By first understanding the end result, then it becomes clear what CRM selection mistakes to avoid. Don’t buy one that doesn’t do what you need. Also, don’t assume the business will cope the way it is, without the CRM implementation, and don’t view the admission that some present manual systems just aren’t efficient enough, as a failure. See it as the catalyst for improvement.
Don’t go overboard on CRM functionality
The second step in understanding the CRM selection mistakes to avoid is to resist the temptation to be over impressed with the functionality of a particular CRM package that actually will give no benefit to your business. If there is a process that is already functioning, and the workflow is acceptable, there is little point in introducing an automation system just for the sake of it that runs the risk of disrupting the flow simply because staff don’t know how to make the adaption to the system.
CRM Price is only one Consideration
Another example of CRM selection mistakes to avoid is to base a decision on cost alone. As the saying goes, if you pay peanuts, you will get monkeys. It is worth calculating the additional benefits that can be gained by investing a slightly higher amount towards a CRM package, if it is defined that the net cash flow from operations will increase as a direct result of the CRM package.
Managing Customer Expectations
One more consideration when it comes to CRM selection mistakes to avoid is that of expectation. Many businesses identify the need for a CRM package that will meet their needs, and because of the enthusiasm for the program after seeing how it can make such a difference to the running of the business, this can sometimes cause the business owners to go off on other tangents with their business development and lose sight of the original reason for implementing the CRM. And then they begin to wonder why the CRM they chose suddenly doesn’t do what they want. This is definitely the worst of the CRM selection mistakes to avoid.
Video: CRM Project Mistakes to Avoid
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