You are probably very familiar with the selection of customer relationship management (CRM) software available to you, but is your company getting the most out of your CRM?
Even seasoned IT professionals can still miss something when it comes to choosing and implementing the right CRM software platform, leaving them with hassles that suck time and money.
Be sure you are getting your customer relationship management strategy right by looking out for these five common CRM mistakes.
1. Choosing a CRM software platform that cannot scale
If your CRM was chosen years ago when your company was smaller, there is a good chance it isn’t serving your needs now. As your business expands, and you gain more clients and contracts, assess your current data to be sure your customer relationship management solution can handle your current and future business needs.
2. Choosing a CRM software system that is not sales-friendly
Does your CRM tool serve your employees who are out in the field? If not, it isn’t serving your overall company well, either. Select a user-friendly customer relationship management system for higher engagement among your sales team so they will actually input valuable data into the system.
3. Failing to integrate your CRM software tool with social media
Like it or not social media matters, even when it comes to your customer relationship management system. If your CRM tool does not include social media interactions with customers, you are missing a big piece of the customer relationship puzzle. Tracking social information and engagement provides vital customer insights that you don’t want to miss.
4. Including too many fields in each record
Give your sales team the option of only filling out the most important details about each contact so they can capture that information and move on. They can always go back and fill in additional information later, and the initial simplicity will help them work more quickly.
5. Failing to establish metrics to monitor success
As with other marketing efforts, you should use metrics to measure how well your CRM tool, or the way in which you use the tool, is serving you. Set metrics for each of the business areas that will be impacted by the CRM system, and monitor them regularly.
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