What should you take under consideration while choosing your first CRM?
Feb. 23, 2019, 6:19 p.m.
Choosing a CRM system in a company is a serious decision, both financially and organisationally. It defines for a long time, often for years, the way of building customer relations and the internal organization of the sales or service department. Errors made in the selection and implementation of the CRM system, therefore, lead not only to direct costs but may also translate into a loss of possible profits. That is why it is extremely important to avoid the most common mistakes that are made in the system selection process.
When choosing a CRM system, the most important criterion should always be its adjustment to the real sales process we have in the company. You do not have to choose the cheapest or the most advanced one, but one that meets our expectations exactly (about this in a moment) and allows for flexible modification and adjustment - for example, determining your own sales stages. Therefore, before we choose a supplier ...
It happens that the implementation of the CRM system is caused not by a real needs analysis and definition of implementation goals, but by other factors. The best examples of such reasons are related to having a similar system by the competition, or experience with using the system in previous places of employment of the decision maker. In fact, the reasons for making a decision about purchasing a customer management system should be specified in detail. The basis is to determine what CRM is for, what we expect. Setting goals (including operational) will allow us to define priority functionalities and those which in our situation may be only an option. At the implementation stage, it will allow you to save both time and resources that we will have to spend on the project.
This is the analysis before implementation. It will allow translating the company's needs into the possibilities offered by a specific CRM system. Thanks to this, we will avoid mismatches and will ensure that we do not exceed the assumed budget. Insufficient pre-implementation analysis usually results in unexpected costs - both temporal and financial.