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    CRM 101: How to choose a CRM solution

    2018-09-07

     

    Today’s customers are fast-moving, well-informed and impatient. With more information – and more options – at their fingertips, they’re increasingly tougher to please. Well done on deciding to invest in a CRM system to create customer relationships that last. But, with lots of options on the market, we understand the selection process can be confusing. To make it easier, we’ve created a list of the seven non-negotiable features you should be looking for when you choose a CRM solution:

     

    1. Automation

     

    Repetitive tasks are the enemy of any growing business. Automation rescues your team from manual processes and improves productivity. Then, you can use the time saved to make more meaningful connections with customers.

     

    2. Cross-team collaboration

     

    To create great customer experience, all customer-facing employees should have access to the same up-to-date customer information. By sharing data between departments and operating with a single view of the customer, teams can collaborate more efficiently and provide the kind of experience today’s customers expect.

     

    3. Artificial intelligence

     

    To be competitive in today's digital world, you need to learn from your data. A CRM tool with artificial intelligence will uncover insights, anticipate outcomes and suggest best next steps with customers.

     

    4. Integration with other tools

     

    By integrating your CRM with different business tools – such as marketing automation, accounting software, chat services and social tools – you can unlock a wealth of real-time data. It also allows you to follow people, information and groups on social media.

     

    5. Mobility

     

    It’s important to consider that the modern-day sales team is not confined to their desks for hours at end. They’re always on, always connected and incredibly mobile. When you choose a CRM system, make sure sales reps can access the technology on the road from their mobile devices – and that mobile functionality has not been built in as an afterthought.

     

    6. Easy customisation

     

    Every business runs differently, so a good CRM solution should be easily customisable and have an information hierarchy that puts what’s most important to your business up front and centre. The best CRM platforms feature drag-and-drop customisation capabilities and deliver regular upgrades that won’t break those customisations.

     

    7. Cloud-based

     

    Cloud-based solutions work on any internet-connected device with a browser. They are easy to implement CRM solutions, even without IT support. And since they don't require server maintenance or upgrades like on-premises CRMs, you can save money and more easily scale as your business grows.

     

    Salesforce is helping thousands of ANZ businesses grow.