CRM has improved since its birth and today it can deliver greater productivity returns and vendor's software usability is much more improved. These advancements and more mean less time and lower costs to implement a CRM system. And the more people in a given company who use CRM translates to more benefits and a higher ROI on the CRM investment. Research notes that for every dollar a company invests in a CRM system it earns $5.60.
Improvements in CRM technology do not guarantee success. Much of CRM's bad reputation is due to users not fully understanding their processes and not asking the right questions when shopping for a CRM. If you are about to be a first-time CRM user, or you are a current CRM user looking for help with your disappointing CRM, here are ten questions to ask a CRM provider:
- Will the CRM solution help to acquire customers, keep customers, and grow overall company revenue? These goals are tied as the top-two priorities over the next twelve months for 73% of decision-makers at large global companies.
- Will the CRM solution accommodate rising customer expectations and improve customer satisfaction? These goals are the third-most important priority (68%).
- Will the CRM solution bring together multichannel customer interactions, such as E-commerce and website searches?
- Will the CRM solution help to better manage fragmented customer interactions processes, such as onboarding, order administration, loan processing, and customer service?
- Will the CRM provider offer mobile solutions for smartphones and tablets that improve employee productivity?
- Will the CRM solution include social channels to support customer engagement for market research, communications, customer self-service, and product development?
- Will the CRM solution make use of big data from social media and other sources?
- Will the CRM solution allow flexibility for CRM software-as-a-service?
- Will the CRM solution coordinate customer feedback so that all employees understand customer expectations in terms of how their decisions affect business?
- Will the CRM provider:
- Take the time to fully understand your needs?
- Get all of your users onboard?
- Train all your users?
- Offer value-added products to enhance your CRM system for your future needs?
In other words, make sure you get a vendor who will start you right and will be there as you grow.
By addressing these questions and ensuring their answers, you are setting yourself up for a successful CRM implementation. Blindly jumping into a CRM system is the number one cause for the disdain for CRM, it is not the fault of the solution, rather the initial misunderstanding of the expected outcome and the possibilities of the setup. If you would like more information on CRM implementation, please call 330-929-1353 ext 224.