Small Business

How to Avoid a Small Business CRM Software Nightmare

CRM or Customer Relationship Management Software is a very efficient way to store and sort crucial information about customers and potential customers. It is a technology which allows you to send emails, schedule meetings, and follow leads. By managing your client base better the CRM software not only allows you to service your existing customer base but to expand further. With easy accessibility to data it becomes simpler to work together and collaborate in projects. Everyone in the organization can see what the customer purchased, at what cost and much more. CRM can make companies of any size grow further. Therefore small business CRM is an important methodology to adopt.

Although a superbly efficient piece of software, organizations, especially small ones have reported facing some initial problems with the CRM software. The most common complaints against the software, in a small organization, maybe that it is difficult to operate or time-consuming, or that it is inflexible or is not as high performing as it was thought to be at first. Also, it might be very time consuming to manually enter the data into a CRM software so with the CRM consider investing in software which is capable of pulling the relevant data directly from emails or phone calls.

Let us take a look at the most common CRM challenges faced by small businesses.

Poor Selection: Although CRM systems are beneficial for organization, it does not mean that any CRM software available in the market will do for any business. Before you rush to buy this software, evaluate the needs of your organization and identify the sectors where you need the software most. Do not be swayed by the marketing strategies, instead diligently read up on the user feedback. If you are a small business and you are investing in a small business CRM software, your investment should bear you as many benefits as possible. Ask yourself what are the key processes in your organization and what aspects of them would you like the CRM to take over. You also need to find out if all of your employees should have access to the CRM or maybe just granting access to a few of them should do.

Employee Reaction: Implementation of the CRM software in a small business often sparks negative employee reactions. Employees may find it unnecessary or be unsure about the application. Many organizations have employees complain against the CRM software, as they find it too hectic and meaningless. Antipathy and negative reactions may keep your employees from using it and thus keep your Organization from reaping the full benefit of it. Make sure that all your employees understand the advantages of it and are aware of its value to your organization before you make the purchase decision.

Also, you might use positive reinforcement. Praise or reward the employees who make the initial efforts to use the software and familiarize them with the process. This will create a positive atmosphere around the new technology you have introduced.

Faulty Implementation: Before you implement the CRM software have a plan ready. Do not expect all your employees to become pros at handling the software as soon as you buy it. Instead, choose a team and train them well, select a supervisor. Somebody who is a contact point for the whole team as far as issues and problems with the application of the new software is concerned. Let the small team become confident with using the software. Before you entrust the software to your employees make sure that they all know about security protocols and authorization rights.

Not Enough Training: Not enough training is what makes employees afraid of handling any new software. Training is a chief component of implementation.  Encourage your small team of employees to freely use the software for a couple of days after an initial round of training. Commence the next phase of training when after using it they face doubts and confusion. Also, remember that a face to face training session is often more effective than any of the virtual training programs. It allows the employees to feel comfortable, ask more questions and clear their confusions all at one go.

Non-Compatibility of the New CRM with Other Programs You Use: This happens at times. The new CRM program may not be compatible with the other software you are already using at your workplace. There may be problems with integrating the old process with the new one.  In such cases it is always better to contact the vendor, he or she can provide you with the best solution, and there are many third party apps which can be used to integrate an old process with the new one.

Installing a CRM with Fixed Capacity: A new system is brought in a business so that it makes your business grow.  It is therefore pointless to install CRM software which is limited and fixed in its capacity. It might be suiting your business to a tee at this moment but it will fail you when your customer base starts growing.  Choose instead a system with a built-in module which allows for expansion.

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Apoorv Bhatnagar is a Digital marketer at Freshworks Inc. He generally writes about software that improve your marketing, sales or hiring process.

1 Comment

  1. Many business owners end up having a bad experience after using a CRM software as they mostly ignore some of the crucial factors while purchasing a subscription.

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