In a recent interview with Forbes, CEO of Spiro, Adam Honig, addressed the state of CRM. He said that “CRM is verging on becoming a failed software category,” and added that companies often give up on CRM early in the sales process. So why are companies giving up on it? It seems that many have trouble aligning CRM across departments, but there is more to the issue.
CRM struggles generally fall into three areas:
• A Lack of Knowledge: Many organizations find it hard to pin down CRM or find it hard to see how it is beneficial for their companies.
• Implementation: CRM implementation is a balancing act and can make or break an organization’s quest for CRM.
• Adoption: Many companies tend to struggle with motivating employees to use the software properly and consistently.
Let’s look at how to navigate through these three areas:
Lack of Knowledge
The general idea of implementing a CRM is to allow workers to store and track customer data in an online database and work more efficiently. Additionally, the functionality of CRM should include a designated application, cloud mobility, and full integration with other software systems such as ERP.
However, various capabilities and versions of CRM can cause confusion. Sometimes, online research isn’t enough to fully understand the software. So, setting up a governance committee sponsored by an IT department can better inform the users about the ins and out of a CRM and the particular functionalities and capabilities that may have been implemented or integrated for the specific needs and uses of that company specifically.
Also, free trials and CRM-related events also serve as great learning opportunities. Furthermore, consultants can also give better insights into the specific CRM functionality and software that can meet specific business requirements for your organization.
Implementation
Many organizations fear CRM because of the implementation process. Implementing a CRM may be tricky because it is a complex process with many moving parts, and if a strategy is not in place a company can fail.
After selecting the appropriate software, it is recommended to follow a series of steps before implementation: envision how the software will benefit the company and how it should be used, perform solution research, create a roadmap, budget, and finally undertake a phased implementation.
Companies have different approaches to implementation, but there are guidelines everyone should follow. First and foremost, the Agile method is the preferred method for CRM implementation; it makes for an adaptive process that allows changes to be made to the software throughout implementation.
Another important concern is cost overruns. Even with some of the best budgeting, companies still find themselves paying more for development than anticipated. Therefore, rigorous project management can assist with this by monitoring the delivery methodology for cost controlling mechanisms. Also, it always helps to choose a trustworthy implementation partner that won’t charge unnecessary and groundless fees.
The post Why Businesses Are Afraid of CRM & How to Overcome It appeared first on Statii News.
source http://news.statii.co.uk/why-businesses-are-afraid-of-crm-how-to-overcome-it/
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