Selecting the right CRM for your small or medium-sized business especially in Singapore is different from selecting one that suits the bigger companies. This should come as no surprise, since the goals and objectives of your small business are probably vastly different from those of the large-sized companies, and that means the support and the benefits you derive from a CRM should be more tailored to what you’re trying to achieve in the first place.
So how should you go about selecting CRM software which is appropriate for your business? You can select CRM by following some of the suggestions below, and without too much difficulty, you should end up with the best CRM for your company.
In order to select CRM which is appropriate for your business, you need to understand exactly which business problems you are attempting to resolve. From among the following, consider which are the most important to your company, and be on the lookout for a CRM system which does a good job of handling the objectives.
Make sure that any CRM package you consider was specifically designed for small to medium-sized businesses, because there may be capacity constraints internally on some software packages. You might be sure of avoiding capacity problems by purchasing a large-business CRM package, but that would cause you problems on the other end of the spectrum, and you’d have overkill in your CRM, with a lot of functionality that you probably just don’t need. You’d also be paying for all that extra functionality and capacity, so in this case, it’s not worthwhile to err on the side of something bigger.
While it’s possible that you may be able to implement and use a CRM package right out of the box with virtually no changes, that’s unlikely even for small businesses. While the general functionality of any CRM system remains the same throughout all business sizes, there are almost certain to be some modifications you’ll want to make to the software, to tailor it for your specific business. Also, if customizations are allowable with the CRM software, do you need to have a computer programmer on staff to do that kind of work, or are the customizations do-able by almost anyone?
The most effective usage of a CRM system in your business occurs when you can integrate it with your other processing systems such as Order Entry, Order Management, WIP, and Shipping. When all these systems communicate easily with each other, your business becomes much more streamlined, and it gains tremendous efficiencies that would otherwise not be there. For instance, someone taking a customer order would have a much more streamlined process if the order-taking software was integrated with the CRM, to provide all the customer data available, both static and sales data.
This is an area where you really need to be thorough and understand the total cost to your company. The sticker price represents only the initial cost, and there might be licensing fees or setup fees as well. If you need to add more users, that can also represent an additional cost. It may even be necessary to bring in a consultant to help with implementation, and that will be another cost that needs to be factored into the overall purchase price. You may have to pay for staff training by bringing in an on-site educator who is knowledgeable about the software. All these fees and extra costs are part of the total purchase price for a CRM system, so make sure that a package you’ree considering falls within your budget constraints.
Any CRM package you’re considering should have robust security features to protect your own business data, as well as all that of your customers. Establishing some kind of a backup process will be vital in the case of any kind of outage, so that you can quickly recover, and not be forced to absorb excessive downtime which could hurt your business. This means you need to know if your data is being backed up to the cloud or to local devices.
In the event of any problems with your CRM package, you’ll need to have a good system of customer support so that you can quickly resolve any issues which may be hindering your business. It would be good to know for example, that the support team from your software vendor is available 24 x 7 to answer any questions, and to help resolve issues which might pop up during business. Be wary of long turnaround times and requests that might get bogged down in a Helpdesk somewhere, because this will have the effect of holding your business hostage, while resolution to a problem is sought.