5 Things to Consider Before Choosing a CRM System

In preparing this article, we began by researching to find out what organisations value when making CRM purchasing decisions. Interestingly, cost was not high on the list. What was sought was a long-term CRM solution that would ‘stick’ within the business and deliver value through key benefits such as productivity, collaboration and corporate knowledge.

At Adaptable Consulting, we believe when choosing a CRM system, your first step should be to choose the right CRM support partner. You want one who has a clear understanding of what you’re trying to achieve. Moreover, it’s important this partner is also a good fit with your organisational culture. But there are other things you should consider before choosing a CRM system. Our research revealed the following as amongst the five most important aspects.

1. Features and Functionality

Your business is unique in terms of its customers, processes and growth. As your business grows, your CRM system needs to change to reflect that growth, so you should choose a CRM system that is scalable and that can be easily upgraded to the next, more sophisticated version.

CRM software often comes with functions designed to appeal to a broad spectrum of business needs, and the temptation with a new CRM system is to wish for everything you think you might require. Ask yourself, does everyone in your company really need all the bells and whistles? You shouldn’t pay for functions you don’t need. Choose a system with functionality that fits your business needs and that addresses your ‘pain points’ but also has the ability to scale you meet your developing business needs.

At Adaptable Consulting, we won’t add functionality unless we’re completely satisfied it will add true value to your business. You’ll find we’ll always provide you with solutions that make a meaningful contribution to your business performance resulting in outcomes that deliver value in terms of productivity, collaboration and corporate knowledge.

2. User Experience

When companies purchase on price alone or sold a system that has many more features than required, the user experience is often overlooked. The last thing you want to do is to invest in a system that your staff struggle to use and that they give up on.

It’s important to consider how you feel and experience when using it. Does it help you? Is it intuitive? Does it slow you down or annoy you? When you’re watching a demo or testing a CRM system, evaluate the system’s interface and ease-of-use. How user-friendly is the system? Is the flow of actions logical? Is it enjoyable? All these things contribute to ‘user experience’.

3. A Clear Understanding of Your Needs

It is critical to ask yourself what you hope to gain from a CRM system and define your primary focus. Most often, because you’re so close to your business an outside perspective is what is needed to identify needs or solutions that aren’t immediately obvious. A good CRM support partner will conduct a thorough needs analysis of your organisation and assist you with this process.

It's important you have clear objectives around what you want to achieve before you embark on trying to achieve it. Having a clear direction will save time, eliminate questions and reduce cost. Most importantly, it will ensure you get a system that delivers the value you seek. With well-defined objectives, Adaptable can work with you to work out the detail and the right approach to achieve your goals and the software that will deliver what you need.

4. Partner Alignment

Your industry is most likely very specific, so it’s a good idea to look for a CRM support partner that has worked with companies and industries that operate in a similar way that your organisation does. Obviously, you should also choose a partner that is technically competent, but you also want one that listens and understands your unique needs, is adaptable to change, is known for their integrity and that you can trust. Look for a partner that is invested in your business and your solution, and wants to work with you towards achieving your goals for your CRM solution.

A visit to your prospective partner’s website will give you an idea of the types and sizes of the companies they work with. Plus, you can read any case studies and testimonials that are posted. It’s also a good idea to check independent third-party review sites.

5. Customisation Ability

A custom solution gives you control over the design and functionality of your CRM system. With a custom solution, you decide which factors are important and how to record and view information. It should complement your business and reflect your sales process, marketing strategy, customer service and your contact management process.

Perhaps most importantly, a custom CRM system can give you a competitive edge in your industry, as you can quickly adapt your strategies and technology to fit shifting trends or respond to your competitor’s changing behaviour.

Our Focus is on Your Success

A good custom CRM system will help you optimise your organisational performance. For this reason, Adaptable Consulting doesn’t sell off-the-shelf products or short-term solutions. We’re in the business of giving you the tools you need for your business to grow and succeed. If you’d like to discuss your CRM needs, please book a consultation today.