Many business owners think that systems designed to make business easier are programs that you can set-and-forget. The truth? Like most everything in business, not all systems properly fit your needs. Some may even cause issues that harm your business over time, which means that you have to carefully monitor the impact and efficacy of new programs and systems once they are integrated into your operations. One commonly used program is customer relationship management (CRM) software. If you have installed a CRM but have noticed that things haven’t been working extraordinarily well after implementation, here are some common issues that indicate you may need to switch to a new CRM.
1. Automation is killing your customer service interactions.
Many things in business today are automated, and customer service is no exception. Many CRM platforms will try to make customer service easier by providing you with basic layouts for outreach and by using other automated systems to answer customer questions and concerns. The problem? Customers that experience real problems may need to speak with a live person and they can find automation quite frustrating, especially if it makes up a bulk of their interactions. You need a CRM that will allow you to automate the simple interactions while still giving you room to control larger problems. You will also need one that allows you to work hand-in-hand with your chosen call center software solutions so that you can provide high-quality interactions and experiences for those who interact with your business.
Customer experience runs your business. If your customers aren’t satisfied, it’s time to scrap your current solution and opt for a better one.
2. Your CRM doesn’t integrate with other programs that your business relies on.
Your CRM is designed to be a centralized system that helps you see business operations and relationships at a glance. However, not all CRM software is designed to work with other popular programs used in today’s world. This can be problematic if you are having to switch over to various programs as you use your CRM. If your CRM is a standalone program rather than one that allows for multiple integrations, either seek out a way to make those integrations possible or get rid of your CRM and find one that is known for working with the programs that your business runs on.
3. The program is not boosting your productivity, but sucking up more time instead.
Another common issue for businesses that have adopted a new CRM is low employee engagement. Why? This is often due to the fact that CRM systems can be quite complex, using up time in order to regularly update the system and make sure that everything is on track. The most important thing to remember is that low employee engagement can sometimes simply be the result of a new system, which you will need to train employees on in order to reap the most benefits. However, some may not like using the CRM because they are spending far more time trying to use the system than they are working. Additionally, programs that lag and show old data and progress rather than new updates can be a problem as well.
If your CRM doesn’t make work easier, you are not using the right one.
CRM software can be great, but not every program on the market may be the right fit for your organization. Take a look at some of the common issues above to better determine whether or not your CRM is causing some of the same problems as it has for other businesses. Put simply, if any of this is happening, you need a new CRM software.