CRM software is almost inevitable and highly beneficial for countless reasons. It helps you identify the right prospects, convert more leads, close more deals, increase your sales productivity, create personalized email campaigns, retain internal knowledge when an employee leaves the organization, and much more. However, it's important that you should ask yourself some questions before you invest in a CRM.
1. What are your goals?
Before you decide to invest in a CRM like Microsoft Dynamics 365 CRM, it's important for you to first identify your primary and secondary goals.
Consider these questions:
Do you want to offer better services and customer experiences?
Do you want to prevent the loss of internal knowledge when an employee leaves?
Do you want your business processes to become more streamlined?
Do you want to use CRM to create more targeted sales and marketing campaigns?
Do you want to better interpret your close rates, sales cycles, lead funnels, and other critical KPIs?
2. What systems do you want the CRM to replace?
You are possibly looking at a new CRM as the existing tool your organization is using to manage customer data and contacts isn't doing good work. However, you should first develop a clear and complete understanding of the new CRM you are looking at and ask yourself if the old system is worth ditching now. Also, will you be able to get rid of that old tool completely once the new CRM is in place? If your answer is a no, you may end up creating more work for yourself and your teams.
3. How will you and your teams stay motivated to use the new system?
Undoubtedly, CRM systems are meant to ease the workload and improve productivity levels. However, you need to train people and exert internal control over the data, systems, and processes. All of this requires efforts, and of course change. Now comes the big hurdle-people don't appreciate change and revolt when asked to step out of their comfort zone.
This is just one of the reasons why you need to explain the usefulness of your new CRM system to all your employees so they can get rid of their inhibitions and presumptions. Moreover, senior employees and preferably C-level executives of your organization need to instill trust and confidence in your employees that the CRM is just there to assist them and not replace them. That’s ultimately the only way you’ll get great value from your new CRM system.