When you are working within your Customer Relationship Management (CRM) software, the last thing you want to do is replace it. Implementing a new CRM software would be expensive and time consuming. You would need to evaluate a variety of vendors, implement the system, and then train the users. While this is a huge endeavor, there comes a time where every company must admit, that it is time for a change. Here are five things that are signs you need a new CRM.
- There is no company-wide buy in
What good is a CRM that is only partially used? Not good at all. You will either need to make it mandatory usage or simply find a replacement that will allow everyone the confidence to use it. Getting buy in is crucial because you want all employees to be working from the same data in the same system so nothing falls through the cracks and everything can be up to date.
- There is too much double data entry
Users who fall victim to this will be very aware and vocal about it. Too much double data entry slows down the ability to quickly to do your job. You spend time typing in the same items as opposed to making a sale, helping a customer, or sending out a marketing piece.
- It takes more work finding information than entering it
Employees also will not like a system that is so complex it takes a significant amount of time, or clicks, to find basic information. Clicking through screens or navigating through menus is a surefire way to frustrate people, especially if time is a concern like when they have a customer on the phone.
- It is hindering aspects of your business
There is nothing worse for a company than a CRM that is holding them back. With a CRM that does not allow you to maximize opportunities, you see the issues in leads that fall through the cracks, customer support that takes longer than it should, a failure to execute marketing campaigns, or a loss of a customer. This becomes a detriment, not a tool for internal support.
- You are using multiple systems
This is the biggest sign you need a new CRM. Nothing is worse than having a separate tool for marketing and sales/customer service. Why would you want separate systems to manage the sales cycle? Double data entry, a lack of conciseness, and no clear centralization will only cause problems. Spend the money and get one system to handle it all so it is all centralized with no lack of communication.