CRM for Business-There are many CRM solutions for companies to choose from, and wading through the wide range of options can seem like a daunting task. Choosing a CRM for your company can involve considerable time and energy, so it is important to thoroughly research the right CRM to maximize ROI from your investment.
1. Start with the basics—assessing goals and objectives.
Begin by assessing your goals and objectives for the project and examine how these align with your overall business goals. Once you’ve taken this step, you can move on to addressing the question of what you want the CRM system to do. Do you want a system that can be used across the whole business or only one or two departments? Do you need a comprehensive system that can send bulk emails, run sophisticated analytics, and otherwise do just about anything? Or do you need a more basic system that keeps your data organized and tracks sales opportunities? Do you need a solution that falls somewhere in between?
Asking these questions can help you narrow down your search and start the process of finding the perfect solution.
2. Talk to your system users.
As you evaluate CRM solutions, talk to the people in your organization who will be using the system. These conversations can give you an understanding of the processes you are looking to improve, the features users think are important, the data points the new system will need to handle and whether this data will be a one-time input or ongoing inputs. Talking to your team will help you gain a clearer picture of the specific requirements needed in a CRM system and help boost user adoption. These discussions can also provide insights on the level of resources you will need to train and on-board staff on the new system.
According to CSO Insights, less than 40 percent of businesses have a CRM adoption rate higher than 90 percent. Taking time to talk to your user base prior to buying CRM software will ensure that everyone is on the same page, helping boost adoption and usage of the system.
3. Get granular on features.
The next step is to conduct an analysis of the features and functionality you need from a CRM system. These systems run the gamut from very basic to feature-packed, including components such as revenue tracking, data storing and retrieval, workflow automation, lead tracking, sales pipeline management and project management. The key to finding the software that is the right fit for your company is to realistically assess the features that your business needs and will use.
Does your company need more robust features that manage the entire customer journey and include marketing, sales, service, engagement, and commerce? Or does your company need a more basic feature set that manages communication with existing customers, prospects, and leads? It is important to keep in mind that sophisticated CRM systems are worthless if your company won’t use them or they are too complex to operate. It does not make sense to invest in a system that, while feature-rich, is usage-poor.