Choosing a CRM system is a strategic investment and not merely a cost to the company.
Choosing a new CRM system can feel overwhelming. With hundreds of options on the market, it's easy to get caught up in a jungle of features and pricing. But viewing CRM as just a technical gadget is missing the point. A CRM system is the backbone of your business, a tool to support your growth and strengthen your customer relationships. The wrong choice can lead to inefficiencies, missed revenue and disgruntled teams.
That's why it's crucial to ask not just, "What can the system do?", but rather, "What will the system help us achieve?". Here are the 10 most strategic questions you should ask before making your decision.
"What are our biggest business challenges, and how will the CRM solve them?"
Always start with your problems. Is it a lack of visibility into the sales process, poor data quality or sales and marketing not working together effectively? The system should be a solution to a specific business problem.
"What does the data migration look like from our existing system?"
Data quality is key. Ask the supplier about their data migration process. Bad data in, bad data out, it's a basic truth that can bring down even the best system.
"How customizable is the system for our unique processes?"
Every company has its own unique sales process and workflows. A good CRM system should be able to adapt to your processes, not the other way around.
"What integrations does the system have with other platforms?"
Your CRM system rarely exists in a vacuum. To work effectively, it needs to integrate seamlessly with your marketing automation platforms, financial systems, and other tools.
"How does the system scale for future growth?"
Think about the future. Will the system be able to handle more users, more contacts and new features as you grow?
"What is the ease of use for the sales team?"
If the sales team won't use the system, it doesn't matter how good it is. Ask for a demonstration that focuses on the daily use for a salesperson.
"What kind of support and onboarding help is included?"
Implementation is critical. Ask if they offer dedicated support and training to ensure your team gets up and running quickly and uses the system correctly.
"How is data quality ensured over time?"
A system can help maintain good data quality through features such as data validation and duplicate checking. Ask how this is handled automatically.
"What reports and dashboards can we easily create?"
A CRM system is useless if it can't provide you with insights. Ask to see examples of reports that track key performance indicators (KPIs) relevant to you.
"What is the total cost of ownership (TCO)?"
Think beyond the license fee. Include costs for implementation, customization, training and ongoing support to get a realistic picture of what the system will cost.
Answering these questions is the first step toward a successful CRM journey. Our mission is to help you navigate this process, from requirements gathering to implementation and ensure that you choose a system that not only meets your needs today but also becomes a catalyst for your future success.