I often hear the following key requirements from clients investigating CRM strategy and systems. We believe these relate to our core beliefs of what CRM must provide. Please comment on those that you find most important.
CRM must become user engaging and provide value to people who use it: from the receptionist, the salesperson, the customer service manager, to the business owner. We must be able to securely see what other members of our team are communicating to and from the customer/prospect. Timelines views of historical activity is a must
CRM must be ready to use out of the box, yet configurable and agile for my business people to modify as needed. If it is a low-code/no-code platform, all the better.
CRM must integrate with email, contacts, and tasks in Microsoft Outlook. No duplication of effort. Ideally, integration with QuickBooks accounting is a plus.
CRM must provide the ability to efficiently work with current technology and come from a major, progressive software publishing company. It must be able to run in common web browsers and accessible 24 x 7 x 365 over the web and on mobile devices.
CRM must be able to be customized and adaptable to track my company's specific data needs and workflow processes. A plus is that it shows me information about the customers buying cycle, revenue forecasts, payments, and open service/support issues.
CRM must include integrated marketing automation for bulk email, electronic newsletters, surveys, and web lead entry and provide full-blown nurtured drip marketing.
CRM must-have business success-oriented people available to help me and my people during the discovery, design, implementation, and support phases.
The market is always changing so the CRM must have a foundation around business process management. We need to be able to easily modify how we do things and how we can gain productivity advances with automation.
So that we can make faster-informed decisions, the CRM must have functional. analytical management dashboards that can dynamically show aggregated information with an easily selected click.
It must help me achieve my desired
Customer Relationship Management outcomes.
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