Choosing the right Customer Relationship Management (CRM) software is crucial for the success and growth of your business, but with such a wide range of solutions and partners available, it can be difficult to know where to start.
Take a moment to step back from the marketing materials CRM providers send out and the core messaging they share and consider.
What functionality do we really need?
Although the core of most CRM solutions is the same – especially around activity and pipeline management, different CRM software packages can both excel and equally be lacking many areas. Working out what functionality is essential to you compared to what sounds great but would never be used, is vital.
For example, HubSpot’s ability to integrate with your website and respond to your prospects’ online activity makes it a highly attractive solution for some, whilst Microsoft Dynamics’ highly customisable platform makes it ideal for others.
All too often companies select systems based on features that, although exciting, are not relevant to their business and therefore not used. Does the system you are considering meet all your core requirements without compromise?
How scalable is your potential solution?
Although you may quickly identify the right solution for your business as it is today, will it be able to accommodate your growing business and handle an increasing number of users, customers, and data? A successful CRM implementation should put your business in a position of growth and positive change. Is your selected system able to extend, develop and support you as your business requirements and priorities change?
What do our users want?
Engaging the user group with the new system can be make or break for the project’s success. Although management may sponsor the project, it is your staff that will be the most regular users of the application. Ensuring the system is intuitive and has a user-friendly interface is important, but so too is understanding how your team absorb information. Are they visual, chart consumers or perhaps more data list driven? Can your selected system provide information in a way that your user likes and understands?
What other applications do we already have?
Whilst CRM solutions can bring great advantage to an organisation, adding another stand-alone application can limit reporting opportunities and risk duplication of work. Take time to consider your existing platforms – particularly accounts, email, marketing solutions and operational systems – and ensure there are options for integration.
How unique are our requirements?
In addition to considering standard functionality requirements, reviewing terminology, specific data requirements and bespoke processes will help identify the level of tailoring your system may need. CRM solutions will differ in terms of customisation opportunities, with many of the more cost -effective solutions being feature rich, but offering limited opportunities to tailor screens, views and dashboards to your personal needs. Do you work with specific terminology, functions and processes that are unique to your organisation?
What is your budget and timescale?
Budget and timescale are pivotal factors that warrant meticulous consideration during Customer Relationship Management (CRM) implementation. A well-defined budget will help you decide what solution, provider and level of development is relevant to you. IS there an opportunity for you to stage investment across the project and build the system gradually, or do you need to deliver quickly? What is your capacity to allocate on going budget to the project necessary for a highly customised solution?
For example, HubSpot offers both free and paid plans, making it more accessible to small businesses. However, there are limited customisation facilities. On the other hand, Microsoft Dynamics CRM typically requires a higher long-term investment.
Adhering to a clearly outlined timescale sets realistic expectations for the project’s duration, aiding in efficient resource allocation, task prioritization, and goal setting. A controlled timeline minimizes disruptions to daily operations, accelerates ROI realization, and maintains stakeholder engagement. The synergy between budget and timescale guarantees a structured CRM implementation, fostering seamless integration, enhanced user adoption, and the achievement of business objectives.
By considering these key factors, you can make an informed decision when selecting the CRM software that best fits your business needs, streamlines your processes, and helps you achieve your business goals.
Here at Nurture CRM, we offer an innovative approach to help revolutionise your business operations with Dynamics CRM. We combine the customisation and variability that Dynamics CRM offers with our own intuitive and tailored approach. Visit our website and LinkedIn page to find out more about our work.
