Things to consider while evaluating a CRM
There is no one-size-fits-all CRM. Every business has its unique requirements, and you have to pick a CRM system that meets those needs. Here are a few points to guide you in the CRM evaluation process:
- Features: Use this scorecard to rate CRM tools during the evaluation process. Eliminate CRMs that don’t meet your expectations.
- Integrations: Check if the CRM integrates with other business software you already use. A few such include - email, calendar, telephony, SMS gateways, and accounting software.
- Ease of use: When it comes to user adoption, ease of use is the essential attribute users look for.
- Customer Support: While most of the CRM platforms, such as Vtiger CRM, are quite easy to implement for unique business needs when you have a few complex customizations, you may want to seek assistance.
- Scalability and flexibility: The CRM you use should grow with your business. Your CRM should accommodate your business’ unique customization requirements that will arise in the long term. Perhaps, you would need to integrate with the latest app or social channels, add a new sales pipeline, implement a new strategy, or build a whole new CRM feature. Your CRM platform should be flexible and customizable to accommodate any such new requirements.
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Mistakes to avoid while choosing a CRM system
When there are several CRM applications in the market, you should ensure that you select a CRM software that delivers the highest value to your business.
The best way to go about this process is by being aware and ready for the things that can derail your progress. Here are a few common mistakes to watch out:
- Lack of a CRM vision: CRM vision is the high-level plan of what you want to achieve with a CRM. Clearly defined CRM vision guides you in your CRM evaluation and implementation process. So, have the vision documented and come back to it every time you feel the project is going off track.
- Lack of leadership: CRM adoption will increase only when there is active leadership driving the entire strategy. The leader should demonstrate CRM benefits to the team, create a training plan, use CRM data to make better decisions, and be open to evolving CRM strategies.
- Choosing the wrong CRM solution for the right price: Never pick a CRM just because it fits your budget. Using the wrong CRM could result in lost revenue in terms of missed sales opportunities, lost clients, unfulfilled orders, or mismanaged data.
- Setting unrealistic CRM implementation timelines: CRM is a massive project and is usually implemented in several phases. Based on the size of your company and the complexity of requirements, CRM implementation time could range from a few days to several weeks. So, set doable deadlines by considering all the factors that affect the implementation process.
- Underestimating the user adoption challenge: The most common reason for CRM tool failure is poor user adoption. So, involve the CRM users early in the evaluation process, perhaps right from the free trial period, to gauge the ease of use and create onboarding training.