What to Consider When Choosing CRM?
Growing interest among companies in CRM systems and the capabilities they offer translates into an increasingly extensive catalog of solutions and offerings from various service providers. Navigating through this rich kaleidoscope of proposals is not easy. However, it is worth taking the time to understand the market in the context of your own needs. The better your choice, the more benefits the implementation will bring.
Time Well Invested
What certainly doesn't pay off is a random and hasty choice of a CRM system. With so many solutions on the market, the chance of randomly selecting one perfectly tailored to your business and implementation needs, without proper recognition of available options, is slim.
The assessment and selection of a CRM (Customer Relationship Management) system are crucial for effective implementation and subsequent efficient utilization of this technology. Your budget, expectations from the CRM, key functionalities for you, and many other elements will play a significant role here. It is crucial to take the time to define your expectations and explore what the market currently offers.
Remember that the same rule applies to CRM as to other personalized services: what works for another company may not necessarily fit yours. Therefore, the time spent defining your own needs regarding an optimal CRM is essential. This step will significantly ease the subsequent selection process.
Key Evaluation Criteria – What Not to Forget
When choosing a CRM system, financial criteria and budget possibilities are, of course, considered. However, it is essential to also take into account the functionality of specific solutions. So, what determines the effective use of CRM?
Alignment with Business Needs
Ensure that the chosen CRM system aligns with the specific needs of your company and the nature of your business processes. This is a crucial element in evaluating potential solutions. The system must offer you the possibility of configuring functionalities and ways of using them to genuinely simplify processes, optimize them, and effectively implement task automation.
User-Friendliness
Consider an intuitive user interface and ease of use. These elements primarily impact the daily use of CRM. This is crucial in any case, but if you are implementing CRM in a company for the first time, it is absolutely key. The simpler and more intuitive the system, the easier it will be to convince employees to use it. You can read more about choosing a CRM that won't annoy employees in my article.
Mobility
Ensure that the system offers mobile access. Is the application convenient and allows access to key features? As more companies adopt a hybrid working model, it is essential to ensure that CRM users can access its functions outside the office. This is particularly important for salespeople and other employees who frequently work outside the company's headquarters.
Integration with Existing Systems
This point is absolutely essential. What's the use of having a modern CRM if you cannot connect it to existing tools and systems used in the company, including marketing and ERP tools? Check whether the CRM offers the possibility of integrating with other applications and whether these integrations come with high additional costs.
Scalability
Adapting the system to current needs is one thing. However, keep in mind that the system will stay with you for a long time, so it's worth thinking about it in the long term. Pay attention to the possibility of adding functionalities and the flexibility of the entire service model. Ensure that the chosen solution is scalable, allowing you to adjust it to the changing future needs of the company.
Costs
Pay attention not only to licensing costs per user per period but also assess the costs of system implementation, maintenance, and any expenses related to adjustments or expansion. The more precisely you outline the budget, and understand the cost calculation by the service provider, the fewer unforeseen expenses you will encounter.
Equally Important
The above-mentioned criteria are regularly emphasized, but they are not the only considerations worth taking into account when choosing CRM.
Today, the question of data security is extremely important. Ensuring the protection of customer data is absolutely crucial. Therefore, a CRM system should comply with the latest data security standards and legal regulations (not only GDPR but also international, European, and national data protection regulations).
Often, potential customers do not inquire about reporting and analysis features during the selection process, but they are genuinely essential. A modern CRM can offer a range of advanced reporting and data analysis features, providing a better understanding of customer service-related activities and enabling more informed decision-making.
Technical support and associated training, as well as the associated costs, are also essential. Evaluating the availability of technical support and the quality of training services is crucial for effective implementation and use of the CRM system.
Help in making a choice can come from the opinions of other users. Often, you can find many valuable tips among them. However, remember that your company is unique, so find a system that suits your specific needs.
If you need support, have doubts about cost models, or have questions about specific functionalities, you can benefit from the help of our experts, who will work with you to determine the type of solutions that will best suit your needs. Simply reach out to us!
