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Looking at CRM Software Problems
October 15, 2008
 
By Stefania Viscusi, Assignment Desk Editor
When it comes time for companies to choose a CRM software solution that meets their businesses specific needs, not only is it important that they are aware of the areas their businesses needs most support in, it is also important to know about the potential problems with CRM software and how to avoid them.
 
To help companies understand these problems, a VendorGuru.com article, "Hard Lessons from CRM Experience," explains six particular problems companies have encountered with CRM Software implementations to help prevent businesses from making the same mistakes.
 
While the number of specific mistakes that can be made when trying to implement the right CRM software are many, the article notes that they can mostly be grouped into six categories. Looking closely at these potential areas and reviewing how failures have been successfully battled in the past will help companies be successful.
 
The first problem is a lack in strategic goals. While CRM software can help companies to achieve their goals, a specific plan still must be in place that focuses on improving profitability through improved customer contact.
 
Next, it is vital that a CRM software solution have accurate and up-to-date data that is also secure. Lack of this can skew analytics and make achieving goals more difficult.
 
It's also important that companies start out slow with CRM software solutions since too much at one time can overwhelm IT departments and users. A more staged approach will allow for a stronger, better implemented solution in the long run.
 
Ensuring the CRM software solution is actually used is also key. This means finding out what users like or dislike about software solutions and allowing them to understand the benefit provided by using the offering.
 
Choosing between a hosted or on premise solution is also important to avoid failure. Because each companies needs are unique, understanding which choice makes best sense financially and based on the future growth potential of the company is necessary.
 
Finally, the article notes that having a customized solution to fit company specific needs can also set an organization up for failure if the solution is "too customized". A solution that has too many different things going on can hamper user's productivity, cause confusion and other obstacles. The key is to take it slow and add features on as needed.
 
VendorGuru.com has done extensive research on hundreds of CRM solutions to help organizations get the tools and solutions they need to improve and strengthen customer relationships.
 
For more, be sure to check out the CRM Software channel on TMCnet.

Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.

Edited by Stefania Viscusi

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