Key Points for Selecting Cloud CRM Software
In this article, I will introduce the selection procedure and selection points of cloud CRM software.
To create a customer-centric business style, create new marketing using customer data, and develop a business that matches this modern society, it is now essential to implement a customer management system.
CRM can create a variety of business value by properly managing customer information and enabling personalized communication.
However, not all companies are getting the full benefits of CRM implementation.
There are many cases of implementation failures due to the implementation of CRMs that do not match the environment or are not scalable. Therefore, the implementation phase is the most important in CRM utilization.
How should you proceed with CRM implementation? And what are the points for selection? I will focus on these questions.
I would like you to refer to it by all means in the company which plans to implement CRM in the future.
Table of contents:
- The difference between on-premise and cloud CRM software
- The selection process for cloud CRM software
- What are the points for selecting a cloud CRM software?
Difference between on-premise and cloud CRM software
I think the first choice companies make when implementing CRM is probably on-premises or in the cloud.
First of all, let's clarify the characteristics of each.
On-premise with freedom of customization
On-premise is a method to implement CRM by setting up an infrastructure environment such as a server in your company. But there are two more options: full-scratch development and packaged product implementation.
In any case, because of infrastructure procurement, deployment costs tend to be bloated, and even the operational burden after implementation tends to increase.
The feature is that the flexibility of the system is very high. Many packaged products allow you to customize, so you can build a CRM that matches your environment.
Speedy and low-cost cloud computing
On the other hand, the cloud is a method of using CRM provided as a packaged product as a service. All you need to use is a PC, an internet environment, and a monthly fee (including annual and pay-as-you-go) to use the service.
Because it is a simple business model, it is easy for companies to implement, and many vendors have post-deployment support.
Since the cloud does not require infrastructure procurement, it is very speedy to implement. And in many cases, operational costs can be reduced not only at the time of implementation but also afterward.
Many small and medium-sized enterprises and large companies are considering implementing it because they can implement it even if they do not have an IT engineer.
In this article, I will focus more on this cloud CRM.
The selection process for cloud CRM software
First, let's review the selection process for cloud CRM.
Clarify the future customer service
There are many cases where cloud CRM, which was effective at the time of implementation, gradually lost functionality over time. Why do these failures happen? That's because we're choosing a system that fits our business today.
A company's business model changes from time to time. Especially in areas such as customer service, we are constantly updating to provide the best possible service.
Therefore, if you do not predict and clarify future changes, you will eventually end up in an environment where CRM does not match.
Carefully check for business suitability
Business suitability means understanding how CRM can be used to systemize current operations as follows:
For example, it is best to implement CRM in an environment where you can record past complaint response information using the claims function, shorten the work time by the name collection function of customer information, and digitize various operations.
So, the first goal is to assess all operations to clarify those operations that can be systemized and those that are not.
However, be careful because systemization can significantly change traditional business styles.
Check the flexibility of the system
Business is constantly changing, so the system should change with it, and CRM is no exception. However, cloud CRM offers limited flexibility, including enhancements.
Therefore, it is necessary to check the flexibility of the system in advance.
There are certainly cloud CRM products that allow you to customize to your own needs, so it is a good idea to include this as a point of selection.
Focus on vendor support
Of course, the support provided by cloud CRM vendors is more generous for users to implement. Also, even if a system problem occurs, it can be dealt with promptly, so it is possible to minimize productivity loss.
However, be aware that there are cases where the support system is vague or inadequate in the first place.
Check the vendor's track record
Lastly, check the implementation record of the vendor. If you check the implementation records similar to your environment, it will be easier to imagine the cloud CRM implementation. It is also a good idea to check the abundance of simple installation results.
However, it is not always the case that the vendor with the best implementation record can implement the most suitable cloud CRM for your company. The implementation record is only for reference, and it is necessary to analyze your environment comprehensively before making a selection.
What are the key points when selecting a cloud CRM software?
Now that I have introduced the steps for implementing a cloud CRM above, here are some points to consider when selecting a cloud CRM software.
Ease of use should be simple
Employees in the sales department are mainly responsible for CRM data entry. But they are busy with sales rounds and communication with customers, and they do not like to implement a cumbersome system. To firmly establish a cloud CRM in the field, you need a product that is simple to use.
Choose a cost-effective product
When choosing a cloud CRM, it's easy to be cost-agnostic on the surface, but the most important thing is cost-effectiveness. Even if the implementation cost is slightly higher, you can get a solid implementation effect if you choose a cost-effective product.
Do not forget to check the integration with other tools
The business systems that companies use daily are not limited to CRM but also include various other systems and applications. Therefore, make sure that these other tools work together seamlessly.
Mobile support is a must
In a business where mobile devices such as smartphones and tablets are now the norm, a cloud CRM can provide even greater convenience by being mobile-ready.
Cloud CRM is one of the systems that you can implement quickly and at a low cost, but it can be profitable depending on the person who handles it, and conversely, it can make work complicated. You also have to keep in mind that the functions are basically fixed and cannot be customized freely.
If you understand all of this and make an appropriate selection, you will be able to clear the difficult task of selecting cloud CRM software and implement the best system for your company.
Refer to the selection points mentioned in this article and consider implementing cloud CRM software.