9 questions you need to ask when choosing CRM
There is more and more CRM software on the market. As an interested party, you are spoilt for choice. The following questions should be asked when choosing a suitable CRM system. In this way, they cleverly limit the range of providers.
1. What size is my company and can the system grow?
Many CRM systems are primarily aimed at specific company sizes. For example, some are more focused on small and medium-sized enterprises, others on large ones. This can already exclude providers in CRM comparisons.
CRM needs to grow
In addition, their company should naturally grow. It is therefore also relevant how scalable the CRM system is. If the number of your employees and locations increases nationally or even internationally in the future.
2. What does my server and IT infrastructure look like?
For example, be sure which operating system the software supports. Or on which server structure you want to set up the software. The different providers also have different requirements.
Data security in the cloud
Many now offer cloud CRM as well as hosted and administrated infrastructures. This has the advantage that you don’t have to worry about the IT landscape. In addition, the software is always up-to-date. What is important here, however, is the question of data security.
Note the performance of your hardware
The age of the hardware in your home is also relevant for this decision. If innovations are due anyway, motivate your employees at the same time.
3. Who should work where and how with CRM?
Which of your employees should work with CRM? Are there several departments with different requirements? Preliminary user numbers and system claims can already be derived from such questions. They help you with a request overview and CRM comparison.
Selection in the team
It is generally advisable to create a team from the different departments in order to find a CRM. This team is also involved in the creation of the specifications and selection.
4. Do we need a mobile application?
For example, do your sales reps travel a lot and rely on accessing customer data wherever they are? Then you should pay attention to whether a mobile version of the software is offered. Think of a CRM app, it is relevant for which devices it is suitable for. Not all apps run on tablets, smartphones, and all operating systems.
Don’t underestimate offline capability
Consider cases where there is no Internet connection. It’s worth looking for CRM software that’s available offline and syncs changes the next time you connect.
5. How convenient and intuitive is the operation of the software?
For your employees, switching to CRM software is a lot easier if you pay attention to intuitive and convenient operation when comparing CRM. This can include, for example, the number of clicks for certain actions within the software or refer to the easy access of the menu and software interface. In particular, the type of built-in search, such as Google, can make a big difference for your employees.
6. Which interfaces are available and which ones do I need?
What other business applications do you work with in your company in addition to the CRM system? This can be, for example, an ERP system or marketing automation. The more seamlessly they can be integrated into the CRM system, the more fluid and efficient the work processes of your employees are.
Sometimes it can be done without an interface
Many software vendors already provide standardized interfaces (APIs). CRM providers that offer a high degree of individualization create desired interfaces on request, even specifically for you. In addition, there are already software that integrates information about widgets*, such as route planner, weather information or the railway app.
7. Does the software fit your business model?
Depending on how your business processes are, you should ask yourself whether standard software is sufficient for you. Or you need special industry solutions. You may even need individual adjustments. Some vendors use a modular system to extend your CRM footprint. This has additional advantages in the introduction.
The direct line to the provider pays off
Your provider should definitely have the appropriate know-how for Customizing, the individual adaptation of the software. Otherwise, there will be annoyances later on. At the very least, when comparing CRM, you should pay attention to the most unbroken transitions between applications and departments, such as service, sales, and marketing.
8. What is the cost and what is the ROI (Return on Investment)?
In terms of costs, the cloud solution is gaining in policy. There you pay a fixed and therefore calculable price every month. You also save on costs that would be incurred for an in-house server and IT infrastructure. important! Learn about contract terms, payment terms, and short-term scaling options.
Investment must be profitable
When asking about ROI, you should be aware that you can hardly pin it down to a clear number. Rather, the benefits are reflected in time savings, more efficient lead tracking, and faster response times for your employees. You can measure higher customer satisfaction through a direct survey. But that doesn’t just depend on the CRM software. Above all, the way in which you use them and your company’s CRM strategy is crucial.
However, these figures can be measured. First, consider your current state in the various areas and set yourself realistic goals that you want to achieve after the CRM introduction.
9. What service and support does the provider provide?
Pay attention to which service and support the CRM providers offer you for what price. Especially when migrating data, workshops or employee training, you will be grateful for the help of professionals. Continuing webinars or jour fixes with your final CRM provider will also help you. This will keep the system and your employees up to date in the long term.
Also interesting: In what format will you receive your data after a termination? If you want to change.
Good luck with CRM comparison!
*Information from other sources and actions related to it that are in context with the called CRM data. These can often be easily configured in CRM itself.