Every CRM (Customer Relationship Management) software system is unique. That being said, many have similar features and tools. The best way to determine the right CRM solution for you and your company is to see which one has the right tools that fit your unique business.
Before you begin to evaluate CRM systems, it’s important to first become aware of what you need from one. Make a detailed list of the desired capabilities in regards to functions, integrations and flexibility. From there, you are ready to begin evaluating. Here are some helpful ways to determine which CRM is the best fit for your business.
- Features. Some features are universal for all CRM solutions (such as contact management), while others may be more unique (such as Outlook integration). After determining your features wish list, evaluate each system and pay attention to how its features fit with your criteria rather than what is the coolest or most aesthetically pleasing.
- Ease of use. As you evaluate those features, determining how they fit with your current processes and day to day usage is critical. If not already the case, it is beneficial to bring in a sales/customer service rep or a main user at this point so that they can evaluate how it fits.
- Ease of Integration. If you want your CRM to integrate with email (such as Outlook) or a different program (such as Excel), compare systems that have those features built in with those that would need customization. To keep costs down, a CRM solution that meets more of your needs out of the box will be a more cost-effective choice.
- Training and Support. When implementing a new CRM solution, training is vital. If users do not know how to use it, even the perfect CRM will be worthless. See what options the CRM vendor gives for training (on site, webinars, etc.). Once up and running, support can be a major issue as well. Inquire about support hours, internal support process and additional costs.