Are you thinking about using a customer relationship management (CRM) software in your business?
The customer management software will help you in organizing information about your customers, you will be able to track sales, and will ease the sharing of information between you and your staff.
A majority of businesses believe they have to use the CRM software because everyone does. But have you considered the Pros and Cons of CRM software, before making the decision about buying it?
For customer relationship to be effective, it needs to be centralized. The data collected needs also to be accessible to everyone in the organization.
Using the CRM software will enable you and your staff to be able to have access to same data. This will make the staff and you be more productive as the data collected can be used in meeting the needs of the customers.
This leads to an effective departmental integration.
CRM software is a great tool in helping you track and audit information such as customer complaints. You will be able to identify customer needs easily.
Information received will assist the customer service representative to better their service skills. The representatives are able to view customer's personal information to bring out personal experience.
You will be able to lower your cost due to the centralization of data. You will have no issues with paperwork and missing files; it will improve the productivity of your organization.
Using CRM can make your sales team work more efficiently. They are able to monitor their pipelines and leads for their sales process. The sales team is also able to review each other's notes and share information.
As a manager, you will be able to better measure the productivity of your sales team. You are able to use this information during performance appraisal of your team.
The vendor makes sure that your data is secure. The servers supporting the CRM software are located in a highly secured data center. As you know, the security of the data is paramount for your operation.
CRM software may not integrate well with other systems in the organization - like accounting systems and email system.
Therefore, you need to evaluate which departments are going to use CRM so that you are able to do a cost-benefit analysis of the software.
When implementing the CRM system in your organization, you will need time for your employees to learn. During the learning period, the productivity of the employees may go down.
When buying the software, it's important to understand that you have two options for CRM tech support. You can decide to hire your own specialist or outsource the work to someone else.
This brings an additional cost to the organization over and above the cost of purchasing the software.
If you're using a third party for technical support, your data is then in the hand of another person. This can be security lapse to your data which can be very costly if not well secured.
In conclusion, the pros and cons of CRM software are not difficult to know for any business of any size. It's also important to know that not all businesses need CRM software.
Therefore, you need to weigh the pros and cons and come up with a solution that best work for you.