A customer management tool, or CRM, is a system that interacts with new and prospective clients, as well as your current customer base. The software organizes and syncs sales and marketing by tracking campaigns through clicks, and responds through many channels of communication like social networking, email, customer services, and technical support. It’s an all in one solution. CRM systems were developed to make it easier for businesses to manage sales, especially in the management of relations with new and old customers and business partners.
What questions, though, should you ask when selecting the right customer relationship management tool for your business?
I am going to take you through the five questions you must ask when choosing the proper system.
1. Can you customize the CRM?
Every business has similar needs but the customer base, as well as specific business needs, differ from business to business. The CRM tool needs to be able to adapt to your organization. There is nothing worse than a CRM that can not meet the needs of your business. If the tool is not customizable, see if a third party developer exists who can offer an app to fit your business needs.
2. Does the CRM work with other tools and systems that you are using?
Many small businesses use a variety software and apps to meet their business needs. They are using mail applications, as well as other marketing systems. The CRM needs to be able to access and integrate the information from all of those tools, in order to be an effective part of your business system.
3. Is the system mobile?
We live in a technologically advanced world. In this day and age everyone is mobile and your CRM needs to be as well. When you’re on the go, you do not have time to stop in your office or home just to access your system. A CRM that is not mobile may not work to your advantage.
4. Does your CRM provide ongoing support?
After you have set up your customer relationship management tool you may need ongoing support. You want to know that your CRM is there for you. Find out of the company has a hotline you can call for technical support. See if they offer online support as well. You do not want to be left alone when a problem arises.
5. How large is the customer community?
You want to make sure that your CRM is reliable. It’s important to ask about their customer base and to find out what their customer community is like. A small community could be an indication of poor service.
Have you already selected a CRM system? What specific questions did you ask? Please leave a comment below and let us know.