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Choosing and Implementing a CRM

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No business can exist without its customers. Therefore, how a business handles it’s customer database is critical for it’s success. Customer relationship management (CRM) software is a type of tool that helps businesses organize, manage and track their interactions with customers. You can store customer information such as purchase records, user behavior and notes on sale interactions.

Before we explore some tips for choosing and implementing a CRM in Denver or anywhere else, let’s learn how this type of software can take your business to the next level.

Benefits of a CRM

Here are some of the benefits that businesses can enjoy from implementing CRMs for sales and marketing:

  • Increased sales: With CRM software, you can build a sales pipeline, streamline the sales process, analyze all your data in one location and automate key tasks. This will potentially boost your productivity and sales.

  • Better customer service: A CRM stores all important customer data in one centralized place which is easily accessible by your employees. This allows them to offer a better customer experience.

  • Improved customer retention: A CRM tool will provide automated ticketing, sentiment analysis and customer support automation, thus helping you detect and address customer problems fast.

  • Enhanced customer segmentation: You can use CRM to segment your target audience based on criteria like age, buyer stage, gender, location and more.

  • Better internal communications: A CRM will streamline communication between your team members. It will allow employees to send each other emails, messages and alerts all within one system.

How to Choose a CRM

Consider the following factors when selecting a CRM tool for your business:

Your business requirements

Be very specific about what your business needs. This should be based on problems you are facing such as:

  • Inability to attract or retain customers

  • Poor client communication

  • Long sales cycles

  • Poor agent performance

  • Difficulty in managing agent scheduling

CRM features

Check whether the CRM has the necessary features to meet your business requirements. For example, if your business needs help with tracking marketing campaigns, the CRM tool should feature lead tracking, tags, sales stages, marketing automation and contact and account management.

The cost

CRM software prices vary widely. The cost is influenced by several criteria, including the services available and the number of users. Don’t forget to look out for hidden costs of CRMs such as pricing tiers, integrations, caps on data and customer support. If you don’t have a budget for CRM software, you can try out some of the free versions that come with basic features. Most CRM companies will offer a free trial so you can check out the ease of use.

Integration with current software

The right CRM may allow you to streamline all your current tools into one single platform or integrate via an API. This includes marketing tools, social media accounts and email. Such integration will help avoid confusion and stress for employees.

Data safety

A CRM stores your customers’ biometrics, medical records, credit card numbers and other private information in one central place. This makes CRMs very attractive to cybercriminals. It is therefore very important to choose a CRM solution that enforces strict data safety protocols. Avoid vendors who have a bad reputation when it comes to security.

How to Implement a CRM

Implementing a CRM can be a costly and time-consuming process. Here are the steps for a successful CRM implementation process:

Set up a CRM team

Your CRM team could be made up of these members:

  • Project manager – Overall leader

  • Data analyst – Responsible for data migration

  • Systems developer – Responsible for installation

  • QA engineer – Responsible for testing

  • Champions – Intermediaries between daily users and the management

Provide the team with the necessary training and documentation to help them learn and master how the CRM works.

CRM system customization

Some CRM systems will require some significant customization before your business can begin using them. Tell your developer what features need to be built and why they are important.

Data migration

You might need to move data from older systems to the new CRM. Some CRM vendors and systems offer services and tools to make this migration as smooth as possible. Be sure to carry out a ‘test migration’ to check if the information transfers properly.

Conclusion

Choosing and implementing a CRM requires a lot of patience. Take enough time to make sound decisions informed by accurate information. Don’t rush through the process because it could end up being more time-consuming and costly in the long run. If you are trying to choose between CRMs for the construction industry, you might want to consider TopBuilder CRM. It is used by our clients and has helped with streamlining the sales process and making projections.