While there were few CRM solutions in the past, it has become difficult to decide which of the available options is best for your business. The current offer of CRM systems is very broad and although they are very similar in terms of the features they offer, not every CRM is suitable for every company. It might be that the CRM solution which proved to be the most suitable option when the company was just starting out is no longer ideal. The wrong CRM system can mean a loss of a lot of valuable time and money. And of course, potential customers.
Does your CRM cause you headaches instead of delivering results?
Here are the signs that it is time to replace your CRM
1. CRM system provider’s support is poor or non-existent
CRM is a living system. Just as the provider must support you as you implement the system, they also need to provide support later as you use it. You could encounter technical issues and you need to have someone who can solve them as soon as possible. After all, employees in your company must handle their customers and tasks and technical issues should not stop them from doing their work. As your company grows you may need to upgrade the system or develop complex integrations with other software. In this case, you will also need to turn to your provider to help you. If they are not available to advise you or do not offer reliable support, your productivity may be compromised.
2. Inaccurate data in your CRM system
Inaccurate data in your CRM system can harm your business. It can be a sign that your employees are refusing to adopt the system or there may be a lot of data that employees need to enter manually. Have you developed certain integrations with your existing CRM system? Failed integration can do more harm than good and can result in a variety of issues, such as duplicate entries. As you evaluate newer and more suitable systems, look for data deduplication functionality.
3. You are forgetting to do a follow-up with your customers
Moving potential customers along the sales pipeline involves a whole range of different and important tasks that your sales staff must perform. It is hard to keep in mind all these tasks, such as calling a customer or sending a follow-up e-mail, even though it is actions like this that help us close the deal successfully. A good CRM solution should provide automated reminders that alert salespersons to customer-focused actions.
4. Poor CRM user experience
Today, the quality of the user experience decides whether a customer will purchase a product or service from you, even though a competitor offers a similar product or service. The user experience of the CRM system used by your people is just as important, which means it should be a priority when selecting a new CRM.
Slow and complex systems with dated user interfaces are bound to be rejected by your employees. If they need to use complicated tools this might result in frustration and burnout. All of this could mean that the CRM system is losing importance and it is time to consider whether your business needs a new CRM system.
5. You are frustrated by the overly complex functionalities of your CRM system
Most companies overestimate their needs when it comes to CRM functionalities. In practice, it often turns out that a tool offers features that a company does not really need. Before selecting a CRM system, you should analyze your needs in detail. Nobody wants to pay extra for the features they will not need. The biggest reason why companies switch CRM is complexity.
6. Your employees do not have an overview of the deals they are working on
Newer CRM systems integrate tightly with the entire sales funnel and all related activities. This makes them indispensable to successful company operations. A salesperson should always have a complete overview of his deals and the system should guide them and alert them to the tasks that need to be carried out at a certain stage by using automated reminders. The system must support managers with insight and the ability to create reports quickly.
7. Your CRM system lacks GDPR compliance features
The CRM system stores all information about your contacts and you need their permission to do that. This means that customer data must be stored and processed in compliance with the General Data Protection Regulation, which entered into force on 25 May 2018. If your existing CRM system does not support the ability to store consent and you need to keep separate records, it is time to replace your solution. Not only will this help you avoid legal issues, but it also makes it easier to store and manage consents and subscriptions in one place.
Fear of switching your CRM system
Have you recognized your company in one of these signs? Then it is definitely time to change your CRM system. Replacing the CRM system is a major turning point for any company. But if you approach the process thoughtfully and systematically, soon everything will pay off with satisfied employees and better business results.
How should you go about choosing a new CRM system?
- Clearly define what the existing CRM system is missing and what features you would like to have,
- redefine the business objectives you want to achieve, which operations you want to improve, and how you will measure your progress,
- describe the necessary steps you need to take as you purchase a new CRM system and define your budget,
- consult your employees and respect their feedback and requests,
- analyze your database and its structure and content to decide what needs to be migrated (use this as an opportunity for in-depth data cleansing),
- consider multiple offers and seek professional advice.
Need more information and help deciding which CRM system is best for your business?
Get a free consultation with one of our CRM experts.