3 important aspects of a CRM system
Choosing the right CRM platform, as well as implementing it, is a tricky task to master. Choosing the wrong system or making a mistake in how it’s implemented could leave a business worse off than before. To help organisations use CRM systems more effectively, here are some of the most commonly made CRM mistakes and the ways to avoid them:
- Choose a CRM system with the end-user in mind
To succeed with CRM, organisations should actively involve end-users before looking at the different systems. Staff who will be using the CRM solution need to know how it will benefit them, as well as the company. Employees should also focus on CRM as a tool for improving the organisation and achieving important organisational goals, such as increasing revenue, reducing costs and saving time.
- Mobile-friendly CRM solutions
CRM systems were initially designed and optimised for management in offices, rather than for today’s on-the-go sales professionals. Businesses should choose user-friendly mobile CRM solutions that integrate effectively with current systems in order to get better engagement from sales teams. This will definitely help sales reps have real-time insight into client information while they are on the road, allowing them to more easily make the necessary phone calls or visit customers’ offices without researching where they are.
- Social media as a CRM tool
In today’s social media-driven world, it is important to have a CRM system that includes your social media interactions with customers. Businesses need to listen to their customers intelligently and actively engage with them over social platforms.
Being conscious of all the different users and uses of a CRM system will ultimately create an effective CRM solution for a business’ needs. Improving the engagement that all the users experience can also produce valuable customer insights and create long-term relationships with customers. This can then be used to improve the customer experience and ultimately benefit an organisation’s bottom line.
