Pitfalls to Avoid in Selecting a CRM System

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Customer Relationship Management systems are the equivalent to salesforce automation for some companies. Other companies use them for marketing automation, field service or contact centers. This is the main reason why many companies make bad decisions in selecting their CRM system. Their misconceptions lead them to spend a significant amount of money without getting what they need in return.

The right CRM system can boost a company’s productivity. Conversely, the wrong one can create chaos and confusion. As a result, organizations suffer losses in both money and time. There are some pitfalls to avoid when getting a CRM system.

·         Getting more or less than what is needed.

Organizations that utilize an ERP system face a great challenge in making a decision about whether to purchase the CRM module bundled with ERP software or get an independent package. Either way can be beneficial or detrimental. A bundled CRM can be the smartest solution for some companies as it allows them to cut down on costs. However, this decision may lead other organizations to spend even more for integration, customization and implementation.

With this, it is important that business owners choose the option that provides what they need for the least amount of money. Companies may opt for the bundled CRM if all the features they require are covered. Some ERP software developers do not focus on CRM. Business owners should go for other solutions if there are some features lacking in the bundled CRM system.

·         Spending too much on customization.

Whether an organization is buying a bundled or independent CRM system, customization is still needed. There are no solutions that can meet all the company’s needs without a few tweaks. However, it is important to avoid too much customization. Before purchasing the solution, companies should make certain how much customization they require to meet all their demands.

Companies should always gauge the costs upfront. This may include professional service charges, integration, customization and the product price. Through this, they are able to determine the total cost of ownership. Companies should remember that they are getting a solution and not just a toolkit that will require endless customization.

·         Thinking that CRM software can do everything on its own.

Purchasing CRM packages can eliminate redundancies and resolve some problems. However, this software can not do it alone. This is a common misconception that leads to a more chaotic situation.

Organizations should not overlook the importance of assessing the strengths and weaknesses in their customer service department. They should determine their employees’ capabilities. Doing so allows them to find the best solution that will boost their good points and minimize any negative ones. They should know the solution’s benefits to the company’s well-being. Understanding the current process utilized in the organization will help the make product selection a lot easier. Moreover, CRM solutions will run best with efficient people working on them.

·         Getting overwhelmed with features.

While in the product selection phase, companies become overwhelmed with the choices available. They easily get carried away with the solutions’ attractive features. Before arriving at a buying decision, it is best to create a realistic list of CRM features that can meet the company’s demands. This can be used as a guide in getting the right CRM package. CRM innovations can be very alluring. However, not all of them may fit perfectly with what the organization needs.  Nevertheless, outdated features should still be avoided. Add features that are already known to ensure familiarity and usability.

·        Expecting immediate results.

The best CRM solutions cannot deliver results until they start to run. The implementation phase should be based on the 90/180 rule. This  means the implementation should take 90 days or less, and the ROI can  be expected within the next 180 days. Packages that promise instant results are not reliable.