At the heart of any CRM implementation is the desire to improve. For example, to optimise sales management and increase close rates. Or to improve the customer experience through better customer service.
Whatever the motivation or goal, once companies decide to digitise and improve the effectiveness of their customer management, they are faced with a number of alternative solutions.
At first glance, many CRM solutions look the same. But at second glance, there are crucial differences in the details. For example, it is particularly important to check whether the CRM solution has a sufficient range of applications. Under what conditions can the application be used offline? What connectors are there to the ERP system? How easy is it to configure processes in the CRM software, for example using a powerful, code-free process engine?
It is also important to look to the future, for example the future use of specialised marketing software, the connection of the web shop or the integration of a customer portal.
If the digital roadmap includes expansion stages for other areas of the business, the choice of CRM system can have a lasting impact on the IT system landscape. As part of the customer management digitalisation strategy, it is important to select the individual software components with great care and to avoid making the IT architecture unnecessarily complex.
Furthermore, the three or four best-known top vendors in the CRM market do not always offer the best solution for a company's specific requirements profile.
In addition to the CRM software, you need to find a suitable implementation partner who understands your objectives and can deliver projects safely and within budget.
At all stages of the selection process, the budget for software and services should always be included in discussions with vendors. This will ensure that the best possible target price can be negotiated.
Choosing CRM software is a challenging but critical decision for your company's future success. Rely on experienced CRM consultants to help you select and implement the best customer management system landscape for your needs.
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