When it comes to modern CRM technology, there's good and bad news. The good news is that CRM is now the largest software market. The bad news? CRM is now the largest software market. I know. Mind-blowing, right?
Let me break it down for you. Today, we have dozens of CRMs flooding the market, and while that means that users have more choices it also means that there is a lot of noise and confusion. Which CRM has the best price? Which one is more secure? How user-friendly are they? Which one will offer the best ROI?
With those questions in mind, we’ve created the CRM Impact Score survey that will help you discover how your CRM compares to other organizations. The CRM Impact Score calculator will help you see how effectively you are maximizing the use of your platform, and spark actionable ideas on how to improve.
We base our findings on the 5 core components that we consider every CRM should have: user adoption, security, functionality, automation, and data quality.
Let’s dive into these components that affect how much value people are getting out of their CRM.
1. Stellar User Adoption
There are always ways to improve user adoption and to increase ROI. When it comes to your CRM, user adoption is one of the biggest challenges. The lack of adequate user adoption results in the failure of most CRM implementations (more than 50% failure according to Forrester). Visual representation of data is critical to get your employees to embrace your CRM and improve their efficiency. An improved visual interface combined with the quality data you migrate into your CRM will improve user adoption and productivity.
Here are a few tips to do so:
- Access all reports in your CRM instead of spreading them out in separate software and spreadsheets
- Limit the numbers of required fields
- Designate a CRM champion to get team buy-in
- Update all nomenclature to match internal lingo
2. Great Security
As data privacy (GDPR) and cybersecurity measures are increasing, we found security has become an important factor for return on investment (ROI). Companies need to have appropriate security practices in order to be able to make sure that their CRM can be used correctly. Often, companies are sensitive about adopting CRM due to poor security practices. They’re nervous about storing sensitive data on a system that could expose them to risks. Here are some good starting points to improve security:
- Set up access permissions based on roles
- Implement password rules (length or character requirements, expiration dates)
- Create a standard procedure for revoking access
- Implement Single Sign On (SSO) or Two-Factor Authentification (2FA)
3. Valuable Functionality
What can your CRM system do? Can you add additional functionality? Can you automate a process, or add a feature that you need and would give you additional value? All of these are valuable questions that, once answered, will help define your CRM’s value to your organization. Improve functionality by:
- Focusing on core functions of CRM rather than bells and whistles
- Considering all departments that are using CRM and how functionality fits into their specific use cases
- Optimizing over time instead of a plug-and-play approach
4. Business Automation
With the right automation, CRM can save businesses a significant amount of time and money. CRM has evolved from being just a big database to a crucial business automation tool. Make sure that your CRM works together perfectly with your marketing automation tool to achieve the automation of business processes that your organization needs so badly:
- Look at CRM as an automation powerhouse instead of as a business Rolodex
- Have an overview of the entire customer lifecycle and add automation for marketing, finance, customer, and support (rather than just sales)
5. Amazing Data Quality
A component that truly elevates a CRM from a big database to a customer intelligence platform is the ability to generate actionable insights. Quality data is paramount for any organization. If you don’t bring good data into your system then you won’t have reliable reports and analytics coming out of it. Be sure your CRM can apply artificial intelligence to recognize patterns in customer behavior and recommend actions for the best-predicted outcome.
Here is how you can improve data quality:
- Look at integrations to boost ROI
- Give CRM access to all customer-facing teams
- Provide offline and mobile access to data to improve data accuracy
- Create reports that check for outdated information
These five core components working together can create the perfect CRM system.
There are many other factors to take into consideration when measuring your CRM’s value and capabilities. But if these components are in place, your CRM should be working at full capacity.
Not sure if it does? Then don’t hesitate to take our CRM Impact Score survey here. Complete the test, and a member of our team will reach out to you to discuss your results and help you improve your CRM environment.
For any other CRM questions, please feel free to contact us.
This article was originally published on the W-Systems Blog.