To make the right decision, here are four main questions you should ask yourself before making up your mind
What are the software tools that you are currently using?
CRM is, by its very nature, open to other IT tools in a business. However you must ensure that there are indeed bridges with the different applications in everyday use.
More specifically, make a list of what you need the CRM to work with:
- Your operating systems (MAC or Windows)
- Your office software (Word…).
- Your messaging systems (Outlook…).
- Your ERP
- The devices used (Tablets, PC, Smartphones…),…
However, be careful to separate what you currently do and what you may do in the future.
Experience shows for example that using a CRM on Tablets appears to be really appealing; but it should bring a true commercial value and you need to be able to integrate it into the sales process… if not, tablets will end up in the bottom of desk drawers.
Action: Make a list of the equipment and applications that have to interact with the CRM.
Is the data which needs to be integrated into your CRM up to date?
The expression, “Garbage in – Garbage out” says it all. If the initial data you enter into your CRM is outdated, incomplete or inaccurate then you are not going to get the most out of your CRM.
The implementation of your CRM is an excellent opportunity to start out with a good base of data. For example, you can clean up your data, deduce data or take only part of your customer history…
Action: Make an inventory of usable databases in your business, check their formats and if necessary plan an audit to check if they are compliant and consistent.
What is a typical day for a CRM user?
The best way to ensure that the CRM solution adapts to your needs is to create a usage scenario of a typical day in the life of a user.
For example, if you are setting up the sales team, just write down step by step what the salesperson does during their day. You can then verify that the daily actions are accurately incorporated into the application.
Action: Ask an employee to list a typical day with details of actions and expected results.
Does your business have any specific needs?
Some standard CRM solutions do not know how to manage certain specific elements. Here are some examples of functions that you will not necessarily find in all CRMs:
- Multiple languages and multi devices
- Offline Mobility
- Electronic Document Management
- Projects and Business
- Quotations and Invoices
- Time sheeting
- Number of contacts and high volume products
- Specific data bases (SQL, Oracle…),…
Action: Make a list of specific requirements for your organisation or your business sector.
Discover Efficy’s Philosophy
Efficy CRM goes deep into your data, giving priority to user experience. It gives you the chance to explore and dig into your data to make your business grow.
This is what we call ‘Deeper Customer Engagement’.