If you didn't know this already, a CRM review can help businesses who are looking to maximise their use of their CRM system in a competitive market. You will find that a modern CRM goes far beyond being a luxury item; it’s essential for any business that wants to grow. However, given the countless CRM options on the market, how can you be certain that the CRM system you select matches up to your specific business needs? The answer you seek lies in undertaking a comprehensive CRM review.
Let’s dive deeper into this article to learn what you should look for in a CRM to make sure that it aligns with your existing and future business requirements.
Understand the strategic value of a CRM review
If you weren’t aware of this already, a CRM system is a core element of any customer orientated business strategy. It enables you to manage your engagements with both your existing and potential customers, improves processes and helps to drive profitability. However, it is important to understand that not every CRM is built in the same way. By using a CRM review will allow you to find out common CRM issues that could be having a negative impact on your business and whether your current CRM is meeting your specific requirements or if now is the right time to make the switch to another CRM such as Dynamics 365/CRM.
What core functionality do I require in a CRM?
Before you get started with a CRM review, it is of vital importance to make sure that you have a checklist of core features and functionalities that are crucial for your business to succeed. Check out some of the things that need to be answered during a CRM review:
User-friendly interface – Is the CRM easy to follow and understand for all users? If you have something more complex, then your productivity may suffer.
Customisation functionality – Can your CRM be tailored to meet your specific business processes and needs? The ability to add custom fields, workflow automations and the ability to tailor functionality to your industry are crucial.
The ability to integrate with other tools – Is your CRM able to easily integrate with the productivity tools and software that your business uses daily? Being able to have your business integrated with email, marketing, accounting software and other useful tools is vital in making sure that you have a streamlined workflow.
Mobile accessibility – Can your CRM be accessed on mobile devices, enabling your team to stay connected and be productive whilst on the move? This is a vital part for any business in a mobile-led world.
Analysing data and reporting – Is your CRM able to analyse data and provide customised reporting? Search for capabilities that enable you to follow trends, campaign flows, customer behaviour and other metrics that you wish to track.
Scalability – Is your CRM able to be scaled up as your business grows? Any top of the range CRM should be able to handle any increases across the board.
Customer support and training – Does your current CRM provider provide you with dedicated support and training resources? The best customer service and dedicated training helps to guarantee that your people get the very most out of the platform.
Security capabilities – How good are the CRM’s security capabilities at protecting your business data? You need to have strong data encryption, backup your data regularly and meet any data protection regulations that operate in your industry.
Cost effectiveness – Is your CRM generating a good ROI for your business through its features over how much it costs? Look at the total ownership cost, including licensing fees, implementation costs and ongoing training and support.
Feedback from users – What do your current employees say about your current CRM? Are they happy with how the CRM is performing? Using surveys to gather information could help you to understand whether your CRM is effective or not.
Don’t underestimate the value of a CRM review
After you have gone through the above, you should be able to gauge where your current CRM is at. It is important to note that the whole purpose of a CRM review is not just to find a system that works correctly but one that works well in meeting your specific business needs.
By conducting CRM reviews regularly through the checklist above, it will help ensure that your CRM system is not just operational but is geared up to help your business grow and satisfy customers. Regardless of whether you're reviewing your current CRM or are looking for a new one through Advantage, the best CRM is the one that meets and exceeds your expectations.
Next Steps?
If you are a business looking to book a comprehensive CRM review or find out more about our Quick Start CRM offering, then please reach out to our CRM team today for more information.
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