Many customers who have implemented CRM, regret after they invested in the new system. CRM system has ceased to be a CRM in the classical sense, and hence many questions and collisions arise. It’s time to deal with myths about the CRM system and its place in business.
Myth # 1: I need the most popular CRM system to remain competitive
To be better means to be different. If you want to differentiate yourself, choose a CRM system that will change your relationships with customers, recall the work of your employees and provide a truly exceptional customer experience.
The companies leading in the era of informed and smart customers will continue their leading. It’s because they create a better experience for their customers and improve their relationships with them. But working with the same obsolete CRM systems is the path to stagnation. So, do not be afraid to demand more from CRM.
Myth # 2: The environment does not matter
Ten years ago, suppliers who offered services on the SaaS model had to create and develop their own cloud infrastructure. It is because there were no other options. But it was a long time ago. Now, it’s time to become more sophisticated and choose a deployment model that meets business, security and regulatory requirements. Today, there are modern cloud services from Amazon, Google, Microsoft, Rackspace, IBM, etc. These cloud environments are more accessible, flexible, reliable and secure than any vendor’s own cloud. Most importantly, they give you what you deserve: a choice. And do not forget about private and hybrid clouds.
CRM system should be adjusted to your business needs but in no case the other way around.
Myth # 3: I need different “suite/application packages” for different departments
Traditionally, companies are organized by functions and departments. The concept of CRM suites was gradually developed to support the work of various departments. As a result, many organizations simply drowned in their old habits, using the inherited CRM system to support individual business functions.
Buying multiple suites or clouds and development platforms to support the sales, marketing and service processes increases the complexity, cost and time to adapt your users. This also means that you will need to integrate these solutions with each other, and this can be difficult, even if they belong to the same supplier.
Instead, ask yourself, what is the purpose of implementing the CRM? What tasks need to be addressed? Is not the system needed to build a better relationship with your customers?
By granting access to the CRM system to all employees of the company, you guarantee that no one will be able to refer to ignorance of any information. Also, everyone will have the latest information about your client base status.
Myth # 4: Complex pricing model
For too long, corporate software vendors have worked with complex pricing models that did not allow us to understand how much CRM really costs. Vendors indicated prices that looked simple. However, the team of lawyers worked hard to understand all the restrictions and additional payments that you will have to face if you really try to get from the system what you really need.
But there is a better way. Simple and clear pricing should become the rule. It will help the companies make a strategic decision and get a plan that satisfies them. Organizations should be able to make as many API calls as they want, store as many data as they want, and never be surprised at unforeseen expenses.
Myth # 5: My CRM provider will never be able to become a true partner
This statement really bothers many CRM providers. Undoubtedly, they need to make the products convenient and flexible in use, and also affordable. But what is more, a CRM provider should strive for an open and responsible relationship with its customers.
The CRM system should provide a holistic view of how you should manage people, processes, and systems to build exceptional relationships with customers. It will help to get rid of the above CRM myths.