CRM Software

Customer relationship management (CRM) has been experiencing such an influx in use of the phrase that it is in danger of failing to maintain its essential meaning. So many different solutions are positioned to improve CRM or provide CRM for a company. However, it is CRM software that actually helps a company to achieve a level of information sharing that helps to facilitate improved customer relations. While this has been proven in CRM software implementations, organizations throughout the world still resist such positive changes.

 

There are primarily three obstacles that organizations face when seeking to implement a CRM software solution. These obstacles are not threats from the outside or even problems with integration into a legacy system. Instead, these are challenges presented by upper management who may not always understand the importance of a customer-centric strategy. These obstacles include resistance to the substantial financial obligation, long implementation period and uncertain return on investment.

 

The first and third obstacles presented are often a nightmare for those department heads trying to justify a much needed purchase to those controlling the purse strings. How can you justify a high cost purchase when you cannot effectively prove a strong ROI? And, even if the ROI can be proven, it still could be lost on those unwilling to look at the bigger picture.

 

The challenge of the lengthy implementation period primarily brings resistance from those charged with implementing the system, as well as those who will be required to use it. While higher-ups may not view this as an obstacle, buy-in from these particular individuals is essential for any change. Without it, the CRM software applications may go unused, worsening the case for ROI.

 

Organizations generally have two options when it comes to selecting CRM software: should they implement an on-premise software solution or should it be housed and supported by a separate company? Both options present pros and cons for the company and there is no one-size-fits-all solution. Instead, the organization must select the option that best fulfills their unique needs.

 

For the organization that has yet to implement any type of CRM software or strategy at all, a hosted option may make more sense. The upfront cost is substantially lower than an on-premise solution and the company can in effect “get its feet wet” with CRM software without substantial investments.

 

Any organization that is seeking to tighten its customer-centric focus to more aggressively compete in its market must consider a CRM software investment. When used properly, such a solution can help to drive customer loyalty that will in effect drive down costs, while generating increased revenues.

 

Implementation time can be shortened by ensuring that the solution is tailored to the specific needs of the company, eliminating implementation of applications that are unnecessary for business processes. Proper training of all users and those charged with supporting the application can also shorten implementation time.

 

Achieving a strong ROI can be tricky when it comes to CRM software. The organization must ensure that the applications are being used as intended and that those processes are bring tracked and measured. By doing so, the company can accurately assess the ROI on the CRM software investment, while also watching the customer base grow.