How to Choose a CRM: 5 Things to Consider
Whether you just start searching for a CRM solution or you have been doing it for a while now, you probably realize that it can be a long lasting process of comparison dozens of various CRM platforms that might be good for your business. Luckily, there are some shortcuts you can check out to make the selection process shorter and figure out faster if a solution is right for your company. Just by asking yourself a few questions before selecting a CRM you can save some time and money by avoiding platforms that don’t worth it.
So, here are 5 questions Capterra thinks you should ask yourself before start choosing a CRM.
1. What do the end users need?
When start searching for a CRM, admins (or whoever does it) get a list of CRM features that must be available in the platform, and of course for an affordable price. After some time, they realize there is no ‘great’ CRM in the needed price range. The one mistake they do is prioritizing features management wants, instead of looking for features the end user will need.
Better find out what will the end user use the CRM for. In case you are not the only one user, try to get feedback from your employees during the CRM selection process. Just ask your team members what they need, it may be different from what you think they need.
Let your team or at least one person be a part of the whole CRM selecting process. Have them work closely with you on that and provide feedback at every step. Doing like that you can be sure that the CRM meets the end user’s needs.
2. Think about the most necessary features
CRM systems often are blamed for usage failure, while the actual problem is inappropriate usage and unneeded features. Of course, the CRM becomes useless when it is hard to work with it and requires special training. And if those aren’t provided, your team and the whole company won’t benefit from CRM platform. New data won’t be added, and without accurate information, a CRM can become a thing on which you have threw your money.
When getting feedback from your team when choosing a CRM, pay attention to ease of use. Ask about ease of everyday functions as well as using some special features. Make sure the end users really test the platform during the trial period.
3. What about customer service?
What will make a CRM a whole lot easier to use is to have a professional to show you around. Having access to customer service will make the account setup a lot easier and maximize your CRM use. A customer service pro will share with your company all the things the CRM can provide you with, especially with not so obvious ones.
Not every CRM can offer customer service, and some require additional payment for that.
So, when choosing a CRM, find out if the customer service is offered, its cost. Try to ask them a support question and see how fast they respond, was the answer helpful, was there a follow up, etc.
There can also be free training available for the CRM users, which is a great option. It can cut down hours of the setup process.
4. Ease of account maintenance
You may already think about setting up your account and be in awe. It can be intimidating to transfer all of your data from one place to another and set up the system. With data transferring process automated data migration services can help you. No tech skills needed at all.
But if you don’t set up your account correctly, it can be a great issue in the future. So, again, pay your attention to ease of use and good customer service option. Each system requires some training, even the simplest. If your team hasn’t had one, it can become quite a problem if something goes wrong.
Another thing to consider is what will happen when you close your account. Will it disappear or a data backup will be created? An important issue to think about.
5. Did someone order any changes?
A CRM platform is not just a software, it is a way of running business. If you learn how to use your CRM properly, you will definitely feel and see positive changes in your customer relationships. The CRM should be a part of your everyday routine to be effective.
Train your users on the CRM, use it every day, never delete any data, leave notes right after every call, use follow-ups, monitor the users’ progress.Try to keep good CRM habits, and the platform will work for you.
To Sum Up
So, now ask yourself these 5 questions to better understand what you need and save yourself some time, money, and efforts.
If you want to try out a new CRM solution, you can do that by importing some amount of your data into the desired platform by running a free Demo Migration.
Don't wait up, start using a CRM solution today!