Customer Relationship Management (CRM) systems appeal to a wide variety of businesses because of several benefits they offer however, it is too easy to make CRM mistakes when implementing one. There are a number of key advantages generated by refining the services received by customers. CRMs are also helpful in building and leveraging an effective and insightful database of customer information.
Weighing benefits and choosing the right CRM can bring on a lot of CRM mistakes and challenges because there is so much information pertaining to it that it’s easy to fall into some well-known traps. In order to get the best possible system, here are some common CRM mistakes to avoid:
CRM Mistake #1: Defining CRM Goals
Setting clear-cut goals are the first step in choosing the best CRM solution without making CRM mistakes. Routinely, the more intricate the goal is, the more complex the CRM mistakes. If goals are overcomplicated, the project may never get out of the starting gate.
Examples of goals would be CRM supporting sales, or to have more successful support resolutions, obtain advanced customer satisfaction ratings. It will help immensely to be very transparent about what is needed from the CRM.
You should also consider getting input into this decision-making process from all parties in your office that may use this CRM software solution. Don’t commit the CRM mistake of not considering all opinions involved and forging ahead with a CRM solution that not everyone in your operations will use. Making this common CRM mistake will ruin the potential of your new CRM software and not give the desired CRM ROI.
Then also ask questions: How long will it take to recognize the ROI? What adaptations to this will be needed if the company grows? If there are well-thought-out expectations, it will be much easier to get the right fit in choosing a system.
CRM Mistake #2: Holding Onto Outdated Data
Sometimes companies make the CRM mistake of holding on to outdated CRM data from a previous implementation. Not only are you making the CRM mistakes of using incorrect data, but you are also making the CRM mistake of not allowing yourself to have accurate data because of CRM being bogged down with their previous CRM mistakes.
If you’re looking for an upgrade and a way to avoid making the same CRM mistakes as your previous system, consider adopting a new path when it comes to how you use your new CRM solution.
Another easier solution to avoid this CRM mistake is to perform a data review to ensure that your previous CRM data is in sound condition. Make sure that CRM data is void of CRM mistakes and duplications.
And you have to also consider that your team will respect you putting in this much effort into making sure that all data that is being migrated into the new CRM is of higher quality, which will give more confidence to your employees to use the CRM solution more frequently.
CRM Mistake #3: Insufficient CRM Budgets
Understanding that CRM is not a one-time expense is something to be prepared for. There can be ongoing costs associated with maintenance and development. Make sure the CRM system will be budgeted accordingly.
You may also want to not make the CRM mistakes of not integrating your CRM system with other software solutions in your business. It is important to budget all of the product integrations that will greatly benefit from your CRM system and not make the CRM mistake of avoiding product integrations. Opting to do this step later would also be a CRM mistake as it would be a lot easier to do the integrations when implementing the CRM system without doing it later.
CRM Mistake #4: Insufficient CRM Software Training
If employees are confused or unable to use the CRM, the system will not reach its full benefits. Simply just buying the system is not enough; not knowing how to utilize it is another common CRM mistake of buyers.
Another common CRM mistake is when not enough steps are taken to assure data security. With inadequate training, there is a higher chance of CRM security breaches that can have adverse effects on your company.
Many CRM dealers offer guidance consultants that visit the company during their rollout phase and for refresher sessions, so you don’t make any CRM mistakes. Both small and large companies should consider investing in this service and avoid this CRM mistake since adequate training will save money in the long term. Not to mention, the CRM security assurance would be a big load off of your IT admin’s plate.
CRM Mistake #5: Buying CRM to Solve a Management Problem
Perceiving a CRM as a magic solution can be a very big CRM mistake. Although, when spending money on a system like this, results may be expected instantly, it’s really a matter of what is put into it as well.
CRM can help improve marketing, sales, and service management, but it can’t be in charge of them. This is a tool to help management be more efficient. This can be the largest money waste of all.
Before any money is spent on a CRM, make sure to avoid CRM mistakes and ensure that there is a goal in mind and someone who is managing it as well. For example, make sales higher, standardize the lead-generation process, or track the ROI from all advertising efforts. Then figure out most importantly, who will be using the CRM to make these goals happen. Once that is decided to put a timeframe together. If there isn’t a clear view of any monetary or efficiency benefits within 12 months, then this system should be reconsidered.
To ensure that you are not making common CRM mistakes and choosing the right CRM software solution for your business, refer to our CRM buyer’s guide and also check out the best CRM vendors on the market.