Operational Considerations Before a CRM Investment

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In this post we’ll explore five operational considerations before a CRM investment for your organisation.

Identifying the correct prospects, driving new leads, increasing your sales productivity, and retaining your existing customers are all equally important. A CRM solution should be about saving your employees’ time, making them more productive, and providing them and business leaders with data to help the organisation operate more effectively.

What are your organisation’s goals?

Before you invest in a CRM solution, you should determine how your CRM solution will map to your organisational goals. A CRM won’t be effective if you simply use it to store data alone. Instead, you should use the data you collect to improve how your organisation deals with customers and how you can improve their experiences with you. Take a look at our blog on five questions to ask before investing in a CRM for more information.

Does it integrate with my existing toolset?

A CRM should make your work easier, not more complex, so you should consider what tools you currently use and if you want these to communicate with your CRM.

Integrating with a CRM is vital if you rely on data that resides in other systems within your organisation. It could be an ERP system for provisioning, billing and product data, your stock ordering system for up to the second stock levels or your eCommerce platform to understand what your prospects and customers are doing online. By integrating these systems you can build up a complete profile of your customers.

How long will it take to implement?

The answer to this question is different for every organisation. The timeline depends on the size of the organisation, the number of users, what other systems may require custom integrations, where your existing data is located, how clean it is, and how easy it will be to import it.

What information do I need to collect to find actionable insights?

You will want to determine what reports and dashboards matter most to your organisation based upon your goals. By outlining these before investing in a CRM, you can decide if the platform provides enough customisation for your use.

Consider these questions:

  • Do you want to check in on monthly pipeline per sales rep?
  • Do you need different views for different people in the organisation?
  • Do you need reports on your current sales leads funnel?
  • Are your sales cycles unique? Do you need to customise a system’s deal stages?
  • Do you need to be able to create custom properties?
  • What filters will be valuable?

By defining this information upfront, it will be easier to evaluate similar platforms and ask targeted questions when engaging with potential CRM providers.

Is it easy to use? How can I motivate my staff to use a CRM?

Not every organisation needs a complicated, feature-heavy platform to manage client relationships and their sales cycle. And simplicity will be a point in your favour when getting your team to use it.

A CRM only works if people use the platform, meaning they input data and pull insights from it. And it is only worth a monetary investment if it streamlines and improves your business processes, resulting in new clients, upsells for existing clients, reduction in churn and provides a better customer and employee experience.

Ultimately, a CRM is just a tool – It’s up to you to use it to improve your customer relationships. If you would like to discuss your business challenges and how ViewPointCRM can help your organisation, please get in touch with our expert team today or book a demo