Does Your CRM System Drive or Facilitate Your Processes?
An organization’s CRM system can either effectively support or hinder their business agility and capacity to respond to change which affects their overall corporate performance and customer satisfaction. Today’s CRM vendors deliver systems with differing degrees of configuration and customization capabilities.
“Customization” and “configuration” are not necessarily the same things. While most companies use them interchangeably to mean “tailoring to meet your needs,” one needs a tech team while the other usually does not. Configuration refers to changes that can be accomplished without the tech team, but customization normally requires technical programming skills which will cost you more money.
Instead of worrying about finding a CRM system that is close to what you need and having it configured and customized, consider a modular approach.
- - A modular CRM approach allows you to purchase only those parts you need and have them quickly and easily tailored to fit your specific requirements.
- - Modules will integrate with existing software, so implementation will be quick.
- - Even if you cannot afford all the pieces you want immediately, you can add them on in time without any loss of data or accessibility.
- - And by teaching your employees to use a single module, the training will be short and straightforward.
- - Your employees will also then feel comfortable in additional modules as they will work intuitively and employees will need very little additional training.
The real value in this approach is that the CRM system is not driving your processes. You are in control of your processes and your CRM system is facilitating them!
