Customer relationship management (CRM) is a process in which a business or other organisation administers its interactions with customers, typically using data analysis to study large amounts of information.
It is vital when deciding which CRM to use that various considerations are taken into account based on the bespoke nature of your business and plans to expand in the future.
Here are the top 8 key things to consider;
- Customization: Look for a CRM that can be customized to your business needs. This will allow you to tailor the system to your specific workflows and processes.
- Ease of use: The CRM should be easy to use for all members of your team. It should be intuitive, with a clean interface and straightforward navigation.
- Integration: The CRM should integrate with other software applications that you use, such as your email marketing software, social media accounts, and accounting software.
- Reporting and Analytics: Look for a CRM that provides detailed reporting and analytics capabilities, allowing you to track and measure key performance metrics.
- Mobile access: The CRM should be accessible from mobile devices, as many salespeople and customer service reps work on the go.
- Security: The CRM should have strong security measures in place to protect your customer data and sensitive business information.
- Support and training: Look for a CRM vendor that provides strong customer support and training resources to help your team get up and running quickly.
- Scalability: Finally, choose a CRM that can grow and scale with your business, so you don’t have to switch to a new system every time you experience growth or change.
Also, the following additional areas should be brainstormed within your business
- How is your data stored currently and in what format?
- Do you know how much information is stored currently with any associated information?
- Are there plug-ins with any new systems that you will need to consider?
- What is the basic cost for purchase, implementation, and training, and is there any ongoing costs e.g. licence fees?
- Are there any discount prices for charities?
- Does the CRM have tiered-level access and admin rights? Can sensitive data be locked?
- Is there a min/max number of users?
- What does the reporting function look like?
- Are there any bespoke functions required for the way you work?
- What are the timescales for implementation and is there ongoing training when software updates are made?
- Who will be in charge of the implementation, management, and ongoing updates and rollouts?
Make sure you organise a FULL demonstration of the CRM and access reporting and searching functions.
Ask as many questions as you need to as a purchase of a system not fit for purpose is a costly mistake!
However, with brainstorming internally and guidance from the CRM provider, and considerations of the above I am sure you will make the right selections.
If I can be of any assistance in this process, please do not hesitate to contact me.