It could be so nice: The CRM software bundles information centrally and transparently. She supports employees from all departments to always be up to date and to offer a positive customer experience. The processes are clearly regulated and everyone works hand in hand. That’s the theory. Unfortunately, the reality in many companies is very different. If all your attempts to increase the acceptance of the CRM solution among your employees have failed, they only suspect additional effort behind it, or the software simply no longer suits your company, you should think about a CRM change. Here are 5 signs that it’s time for a new CRM solution.
1. You haven’t implemented a proper CRM system yet
Do you only rely on address management or a “CRM tool” that no longer meets your requirements? In the worst case, your employees even build their own islands with handouts, Excel and Co.? Then it is high time to tackle the “Professional Customer Management” project. Well-functioning CRM software that is recognized within the company is a powerful tool for central corporate management. The respondents of the study “Expectations on the CRM solution of tomorrow” also have this strategically important importance of CRM.recognized by ADITO and IDG Research: More than three quarters of German companies operate at least one CRM solution. 66 percent of sales decision-makers state that the CRM solution should become the leading system in the company. Another 26 percent of their colleagues can at least make friends with this idea. Here you will find tips for choosing a CRM and an overview of the project process.
2. Your employees can no longer work productively
Do your employees only perceive the existing CRM solution as additional work, as a control tool or as pure documentation? If its added value is not recognizable for the user and the software does not support the actual processes, it hinders the employees in their daily work instead of supporting them.
Declining productivity is a clear sign that processes should be optimized. If your old CRM solution cannot map these, some employees will find “creative” ways to circumvent them. Recurring work steps can be automated with modern software. Employees have more time for value-adding tasks and you can make optimal use of the value-adding potential of the CRM solution.
3. The CRM is not flexible enough
Companies are constantly changing. Sometimes a department is restructured, sometimes completely new business areas emerge. Can your CRM solution keep up? Strong growth, additional business areas or processes such as group-wide controlling can push a rigid system to its limits – and software that seemed to fit just a few years ago is no longer practicable.
New requirements for the CRM are constantly being added, the project is never finally completed. If a software provider does not continue to develop its solution based on your requirements, sooner or later you will have to fill the gaps in functionality with other means.
4. Your CRM solution is a data island
Companies today work with many different solutions such as ERP, DMS or ticket systems. Do your employees have to constantly switch between different interfaces and manually accept missing information? Then your CRM solution is probably a data island. This is not only impractical, but also makes holistic customer management hardly possible.
In many companies, however, the reality is different today: Only in one in four companies can employees access all the data they need to support customers – according to the results of the study “Expectations on the CRM solution of tomorrow”. The other CRM solutions are less well or not at all networked with other systems. They only open up CRM data (29 percent) or only part of the other data required (46 percent).
Such data silos can only be broken down if systems communicate with each other. It is better to rely on a platform that supports modern technologies and gives you convenient and integrated access to the most important data.
5. The CRM system is at a standstill
Perhaps your solution can no longer be released, your CRM provider is no longer technologically up to date or it has been bought out – there are various reasons why a system is no longer maintained or further developed. The result: neither errors are corrected nor new requirements implemented. The standstill will sooner or later lead to major problems. Can you still afford to stick with the old solution? Consider giving your old CRM software a well-deserved retirement.
Conclusion: Don’t put off the decision any longer
Whether you are still working without a CRM solution, years later your solution no longer suits the company or does not support modern technologies: Don’t delay the switch to a new solution any longer. The longer you hold out with the wrong CRM system, the more costs your business will incur. When choosing a new solution, make sure that it is really the right one for your company and your needs and that it can be adapted to new requirements in the long term if necessary.
Read here about the advantages and disadvantages of standard software and individual solutions for your CRM and how to find the right way for your customer management.