5 Essential Factors to Consider When Choosing Your New CRM Solution

A customer relationship management (CRM) solution integrates various data sources to help businesses track customer interaction and data to manage both prospects and existing customers. These interactions could include a visit to the company’s website, a telephone call, social media engagement or an email. The CRM software can also record detailed information on customer buyer behaviour including purchase history and preferences. It is designed to help maximise profits by using insights to take the right action on improving customer relationships. 

Deciding what CRM solution is right for your business can be an incredibly confusing and difficult task. To make things easier, we have compiled a list of 5 key factors to take into consideration to ensure you make the right decision.

1. Total cost of ownership

There is a wide variety of CRM solutions on the market with a range of the different pricing structures, so measuring total cost of ownership accurately can be difficult. There are a number of different factors that can affect the total cost of a CRM solution including number of users, data storage, customisation and customer service levels. You will also need to consider how your team is going to scale in the near future and how this will affect the price of the system. Picking a CRM provider with a precise and transparent pricing structure means that you will not be caught out by hidden costs along the line. 

2. Does it support your requirement?

It is important that your business establishes a well defined CRM strategy before deciding what provider to choose. These may include your desire to centralise processes surrounding customer experience or enhancing your connections with customers and getting more personal with communications through new marketing techniques. It may be beneficial to list down your essential requirements to ensure you pick the right software that matches with your strategy. 

3. Features

The most common features on a CRM system include contact management, lead management, reporting, sales analytics, email client integration, marketing automation integration, billing information and purchase history. Whilst most CRM solutions will provide similar basic attributes, some have more unique features. Evaluate your current business processes and determine if you are getting the desired outcome. Identify weak points and determine these as essential features for your CRM solution.

4. Future Ready

Whilst most CRM solutions will have the software that you currently require, you also need to take into account its ability to grow with your business. Ensure that the software you choose gives you access to features that you may not necessarily need now but with the addition of more users, increased number of records and functionality, it then will become essential your software matches your business requirements. Make sure both your business and CRM software are future ready.

5. Ease of Use

Even though it may have all the features you require, will your staff be able to use the software on a daily basis? 

User experience should be a primary deciding factor, so trialling a couple of systems before purchase is greatly recommended. Most CRM suppliers provide a free trial period so you can establish whether your teams will embrace the new system, or simply ignore it.

These are just a few of the many different factors you could consider before you decide to purchase your next CRM solution. Carefully reviewing all your objectives and requirements will help deliver a solution that you both want and expect.


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