What To Think About Before Choosing A CRM

Posted by Mark Abes in Business, Dynamics CRM | 0 comments

Selecting a new CRM (Customer Relationship Management) system can seem like a daunting task. Between evaluating potentially new and complex technology, and dealing with the internal pressure to “get it right”, the experience can be confusing and stressful. In my career, I’ve witnessed the evaluation and selection process play out hundreds of times. The tips in this blog are intended to help you focus your efforts, and make the best decision for your organization.

Speaking to anyone beginning a CRM search, I advise them to concentrate on the following areas:

Budget: Establish your current-year and long term CRM budget. Knowing your budget upfront helps manage expectations and provide vendors with the proper framework within which to make the appropriate recommendation. Your chosen vendor should help you maximize your investment in the near and long term.

Breadth of Selection: Don’t feel compelled to evaluate every CRM system available. Restrict your search to 2 or 3 vendors. There are plenty of resources to help you narrow down the list of potential solutions, according to your budget and purpose. For instance, trade associations and many web sites offer forums facilitating the free exchange of information regarding competing systems.

Current and Future Needs: Ask yourself what you need today, and how you foresee your operation evolving over the next 5 years. For example, transition from a server/client software model to cloud-based services may completely change the nature of your needs and — as a result — your choice of vendor partner.

Internal Consensus: People outside of your department will often become part of the decision making process. Make vendors aware of the respective concerns of all departments, e.g., sales, IT, marketing, and customer service. Encourage communication between your staff and prospective vendors. This helps increase the comfort level among the individuals needed to help bring your migration plan to fruition.

Migrating Existing Data: Take the time to evaluate what existing data you need to bring to the new system. Customer account records are generally a no-brainer. Migrating sales and service history are also very common. However, if records are obsolete or have not been maintained properly, you may consider starting fresh. This approach can also save you time and money during the implementation of the new system.

Training and support: Adequate training helps maximize the investment in your new system, and improves the degree of adoption, productivity and satisfaction. With all the training methods available now, you should be able to find a solution that fits your budget and need. Be sure to evaluate options for future support. A good vendor will provide the support you need to make this investment a long-term success.

If you’re shopping for a new CRM, I hope some of the advice above proves valuable. With a reasonable degree of planning and due diligence, you should arrive at a purchasing decision that represents a tremendous benefit to your department, your staff, and your entire organization.

By Mark Abes/Vice President Sales and Marketing at xRM³ a Microsoft Partner focusing exclusively on service, support and education for Microsoft Dynamics CRM. Based in San Diego County Southern California. For help with your CRM, contact us clicking here.