Explore and find Blog
06 March, 2019
A Customer Relationship Management (CRM) system is a great approach to managing an organization’s dealings with current and future customers. The sales data from current clients, prospects, and leads need to be stored in a centrally accessible database. It is a challenge and of great interest to track the vast amount of information received from various salespeople, for example, on a multitude of clients and still be able to compile detailed reports that can serve the company efficiently in a number of ways.
Implementing the correct CRM system, in the correct way, will allow us to:
- Make well-informed decisions faster
- Effectively manage time when CRM prompts users to follow up on activities
- Understand each client relationship and improve on the relations
- Prioritize resources for the most lucrative accounts
- Cut down on admin work to eliminate duplicate work
- Improve customer experience and deliver great service
- Strengthen our communication within the organization and create a positive team culture
- Manage key workflows in a single application
- Optimize marketing by better understanding customer needs and behavior
Looking into the cost:
- Higher spending does not automatically mean it is the right solution
- Do we have the IT infrastructure and expertise to create our own central database?
- How much does it cost to buy and to maintain the CRM
- Training: Management and salesforce. Also, any other departments which would need access to the system
- Can we terminate the contract early? For how long is the commitment? Is there an early contract termination fee? Would there be a refund in case of early termination?
- An inexpensive entry-level CRM can seem like a smart decision, but will it scale as the company grows?
- What customization will be needed to support our necessary processes?
To make an informed recommendation we need to understand the marketplace and our own organization:
- What are the company’s needs and goals?
- What are the issues? Do we agree we need strategies?
- What is the “best practice” approach as viewed by the organization?
- What functionalities are available in the CRM and what others would need to be added or built?
- Discern between “nice-to-have” functions vs. key company needs
- Can we create the type of reports we want?
- Can our staff understand the product? If not easy to use, it could lead to failure.
With all of the above information in mind, it would be advantageous for senior management to strive for the organization to make a financial investment for the best sales management application that suits the company’s needs and goals.