How to Choose the Right CRM Software for Your Business

Up until just a couple of years ago, companies had to juggle cabinets full of files and documents to keep their operation running smoothly. This was both impractical and time-consuming, but at the time there were no better options. Today, this entire document-based workflow is a thing of the past thanks to modern customer relationship management (CRM) software. CRM tools enable companies to:

• monitor their interactions with customers and clients
  

• manage sales and marketing activities
  

• improve productivity and reduce operational costs
  

• streamline communication between departments
  

• acquire new customers and keep profits high
  
  

To say that CRM software has transformed the business landscape would be an understatement. There are now hundreds of CRM solutions on the market, each with its own unique features, benefits, and downsides. However, with so many tools CRM available, it became somewhat difficult to find the right one for your specific business needs. There are a lot of factors to consider, from the functionality offered, to price, to deployment options, and this is just the tip of the iceberg.

If you’re finding it difficult to choose the right CRM tool for your business, you’ve come to the right place. In the article you have before you, we have provided a number of guidelines you should keep in mind while browsing for a CRM solution.

1. Method of Deployment

Deployment-wise, there two main options to consider. One is to install a standalone CRM software, and the other is to subscribe to SaaS CRM solution. Both options have their advantages and disadvantages.

Standalone CRM software can be purchased or acquired for free and installed on computers in your office. This gives you direct control of the software, but it also requires more setup work upfront. Standalone CRM tools can work online as well as offline (albeit with some of the features disabled). You will also likely need an IT expert to ensure it is running properly unless you are technically inclined yourself.

SaaS CRM software works via a lightweight client front-end, with most of the work being done server-side by the service provider. This eliminates the need for doing setup work yourself, but you have to be online in order to use the service. SaaS CRM solutions work on mobile as well as desktop platforms making the more convenient, but they typically run slower than their stand-alone counterparts.

2. Required Features

Every business has different requirements in terms of CRM software features. For example, if you don’t plan on running email marketing campaigns, choosing a CRM solution focused on email automation is not a good idea. However, since we can’t go over every feature commonly included in CRM software suites, we will only sketch out a couple of general guidelines on what to look for in terms of features.

CRM software is meant to help your business grow, and unless you want to keep changing your CRM every time you increase the size of your operation, you need to find a scalable solution. Another thing to consider is the technical proficiency of your staff. Having advanced CRM features is nice, but if your employees can’t utilize them properly, they are not worth having. Finally, it may be tempting to go for a one-size-fits-all solution, but you should resist the temptation. A jack-of-all-trades approach doesn’t work well in business. Try instead to find a specialized solution.

3. Software Integration

Your technology stack likely includes multiple pieces of software, from ad management applications to office tools, to CMS dashboards, and others. And your CRM solution has to work in tandem with these applications in order to be effective.

Feature overlap is a common problem with business software. Most CRM solutions come packed with features, some of which probably overlap with those present in your other software. This isn’t much of an issue unless the CRM application forces you to use its features by default.

Another thing to consider is the format support. Your contact lists, website data, emails, etc. come in several different file formats, and not every application supports all of them. Your CRM software should ideally have the ability to import and export files into all the formats you use.

Some CRM tools have plugins or in-built features that allow them to seamlessly synchronize with other software. This is by far the best solution when it comes to software integration.

4. Training and Support

The purpose of a CRM tool is to streamline your regular business workflows. But it can’t accomplish these tasks on its own yet – you still need an educated staff to use it effectively. No piece of software is free of bugs either. And when things start to go wrong, you want to be able to identify the problem as soon as possible and find an adequate solution. In other words, before you choose a CRM provider, make sure to inquire about training and support options.

Training is the key factor for the seamless adoption of a CRM tool. There is more to training your employees than passing around documentation that came with the CRM solution. What they need is the first-hand experience at using the software, and the option to ask questions if they can’t figure something out. Online instructional videos are one way to provide the necessary training, but an even better option would be to arrange a training seminar with a CRM expert.

The same thing goes for support. Look for service providers that offer direct support via telephone or chat – email just won’t cut it when it comes to such a crucial piece of software.

Conclusion

The CRM tool you choose will have a significant impact on your ability to perform in today’s fast-paced business environment. You should always make the effort to analyze your business needs and your budget before you start exploring options. It is also possible that you will end up needing some features in the future, so plan for that as well. The thing to remember when choosing a CRM is to keep things simple. Work from what you know, while taking the future into account, and you will make the right choice.