Table of Contents
Reason There is no reason. 1. CRM expectations exaggerated
Problem. A lot of companies have a negative view of CRM. They hope that buying it will increase sales immediately and allow departments to work together. And when that doesn’t happen the business gets angry and stops using the system.
CRM is a tool for business. It’s similar to the scalpel or brush for artists. CRM facilitates the business process and also analyzes the performance of sales. However, there are some issues that only managers is able to fix. For instance the system can’t maintain the demand for Christmas decorations all year.
Decision. Connect the needs of your company with the capabilities of the CRM system. With CRM, you’ll be able to write down the tasks you’d like to delegate, facilitate or automate. Check the pricing section of the website of the developer to determine whether the features are offered or if you can talk to an expert on the CRM system you choose. This will let you know whether the service is right for you prior to purchasing it. If you do not take advantage of the features you need and you possibility of paying for the program that doesn’t suit you or does not meet all your needs. You’ll need to purchase additional services in this case.
CRM for moving companies is a tool to solve problems. If your reports show that the manager’s conversion rate of requests to deals is two times lower than those of other managers CRM program, it will help you find out the reasons. Watch recordings of the conversations he/she has with customers. He/she may be rude or interrupt them, or just not listening. You may choose to fire employee, or instruct them how to interact with customers.
Reason Not. 2. The CRM system does not identify actual business processes
Problem. Problem. This happens when companies want to save money and build the system by themselves.
In one instance an example, the proprietor of a children’s clothing studio described the company’s work but didn’t realize that in the this month he had appointed a quality inspection. He did not mention the validation process within the sales funnel and the business processes were changed. It’s hard to know the quality of a clothing batch that passes the test. It is therefore unclear which time to send it to the retailer.
Decision. Speak to a business analyst. He/she will study your business and help describe your company processes. Drawing on experiences, the implementation team will create a CRM so that it can solve the issues currently facing you. The system will begin working properly and you won’t need to set it up. This will help you save time.
Reason # 3. The CRM isn’t compatible with the latest software.
Problem. When a business introduces CRM in one department whereas others use the old method, problems with data synchronization arise. Workers may be working using multiple programs at the same time, resulting in duplicate information. Sometimes, they do not transfer information or send the wrong one.
Let’s say we’re discussing the sales and accounting departments at a furniture manufacturer. The sales department has implemented CRM, and their managers have begun closing deals using the CRM system. The accounting department is using an alternative system. Managers are responsible for bringing deals to the payment stage. In this stage, they manually send information about the deal to their accounting department. After a few days, he/she calls the accountant to verify that payment was received, so that he/she can transfer to the next step, and then begin building the couch. And since there is no automated information exchange between departments, clients wait longer for their orders.
Decision. If you are choosing a CRM, create an inventory of the software you are already using. Consult an implementation expert to determine if this software can be integrated with the CRM you choose. If not They will provide advice on what services can be substituted by analogs that are already part of the CRM.
You’ll have to pay additional money for developers to incorporate services that you do not know about.
Reason # 4. Employees don’t use CRM
Problem. It’s a common occurrence that CRM is introduced, but employees continue to work the same method: manage the database of customers through Excel and type contracts in Word. The reports do not show all the information that is entered into the system. This is due to various reasons.
- Employees aren’t able to get used to new software as the old version still functions somehow
- ubordinates use the system, but superiors don’t.
- Employees fear that their superiors could be able to see how poorly they work.
The superior’s unwillingness to use the system demotivates the subordinates entirely.
Here’s an example: commercial director at a marketing firm did not use CRM. He worked in the old method: set goals by phone and asked people to send Excel reports via e-mail. Subordinates repeated the same task two times by copying data into different programs and used the old email client as well as the company phone. They eventually lost the drive to work within the system and quit.
Decision. Here are some strategies to get employees to use CRM.
- Motivate them to study the system and apply it. For CRM professionals, a bonus is the most important incentive.
- Train them on how to use the system: hold a session of training, make videos or write an article with instructions, give an examination.
- The system should be mandatory for all, even the managers. Create a formal document that explains the new method of completing the tasks.
Choose a person to be responsible for the CRM implementation and train him/her to work within the system. The person you choose should have a good reputation among the staff for example, an executive in an organization or an experienced colleague. They will train and gather feedback from employees.
These are some guidelines to make sure you don’t make common mistakes when implementing CRM:
- Third-party applications and services should be thrown out. An implementation specialist will tell you which analogies the CRM offers. If you wish to keep your software and not integrate it with CRM, you can contact the developer to establish the integration of CRM with it using an API.
- Teach your employees to use the system and make it mandatory for everyone. Choose the person responsible for the implementation. It will be easier for users to adapt to the new program if they have help from someone who is experienced in working with the program.
- Don’t think that the system will solve your business’s problems by itself. Consider it as a tool.
- Don’t save money for implementation. Employ an implementation team: An analyst who will analyze and describe business processes and an implementation specialist who will design the system in a way that is reflective of the actual work of the business.