When is the Right Time to Change CRMs?
Customer Relationship Management software, most commonly known as CRM, is a technology designed to manage the interactions and relationships between a company and its customers, both current and potential. The overall goal of this software is to improve business relationships, streamline business processes and improve profitability.
While this software is very beneficial to businesses in a range of different industries, there comes a time when it can hinder more than it can help.
You may be experiencing a need for your customer relationship management software to change or evolve as your business changes and evolves. This could mean needing new applications with greater functionality, adding new users, running software updates to get the latest version, or perhaps your feeling as though your time with your current CRM is slowly coming to an end.
It is natural to want change and when change happens overtime in business, it is important to make sure that your software is compatible with those changes. However, making a change to your CRM software isn’t something that should be done in haste. It takes time, patience and a lot of research.
If you are unsure whether now the right time to switch to a new CRM is, here are a few red flags that indicate it may be time for a change.
- Your current software is aging
This may be the most obvious of any reason, but the right time to make a change to your CRM software is when it is beginning to show signs of aging. Typically aging software has an extreme lack of updates, moves slowly and does not have the necessary applications available to complete daily business practices. It can become incredibly difficult to complete small tasks when software begins to show its age. If your business finds itself struggling to make its aging CRM software support business needs, it may be time to consider updating your software.
- Not able to add and maintain customizations
Adding new customization’s to your CRM software can truly help you complete tasks faster and take on new ideas for your business. However, those costly customization’s can also be wiped away due to software updates. If you find that your customization’s are disappearing after updates, or you aren’t able to make new customization’s, you may want to consider whether or not your current CRM solution is still the best option for you. If you choose to make the change, thorough research is essential. Find a vendor who provides software that is able to handle the number and type of customization’s your business needs.
- Your CRM doesn’t play fair with other software
A major part of any software is integration, which is the process of combining outside programs with your CRM software in order to enhance the functionality and behave under one system. Often times, software is integrated so that it eliminates the process of having to exit and reopen applications, creating a convenient space where you can work seamlessly between programs. If you find that you cannot integrate software that your business uses on a daily basis, it can make completing tasks difficult and time consuming. Integration should make it easy to handle business matters, without a considerable amount of assistance. If you find that it takes a lot of work to obtain information from different software your business uses, or that you simply cannot integrate them within your CRM, you may want to consider finding a CRM that will.
- Specific business departments are suffering
A culmination of reasons 1-3 can cause specific departments to suffer when using CRM software. Customer relationship management software helps both marketing and sales departments for a number of reasons. For example, in the marketing department, marketers are able to take information from the software and create specific marketing campaigns which can encourage customers to buy again in the future. In the service department, customer service reps can use CRM to keep track of previous client communication when a customer calls in with an issue. In the sales department, reps are typically a client’s first point of contact, and they use CRM to collect data such as contact information, store communication touch points, schedule reminders and run sales reports. If these departments find that the software is moving slowly, doesn’t feature much needed integrations or cannot complete/streamline tasks, it takes time away from their specific jobs. The software is designed to make your job easier, not harder.
- No overall business improvement
As mentioned at the beginning of the blog, the purpose of CRM is to improve business/customer relationships and increase profitability. If you track how your business is doing and find that it is at a standstill, meaning not achieving business goals, earning money or having trouble retaining clients, it may be time to go back to the drawing board and find a CRM that can help take your business to the next level.