BlogWhat should I ask vendors when evaluating CRM products?
The best customer relationship management (CRM) software is the one that has the right capabilities and features for your objectives. That selection process is harder than it sounds, however, as organizations are faced with an abundance of choices and priorities to consider when determining which CRM software can best meet their needs today and into the future.
The CRM journey often begins with a set of circumstances that make the need for better tools abundantly clear, but businesses must carefully evaluate their own requirements, ask serious questions of various vendors and identify the key features of CRM tools that will be most important to their organization before moving forward.
When evaluating the CRM vendors, don’t just rely on the information they provide. Request for a demo, where a representative walks you through the software and its various features. However, don’t let this demo just be a sales pitch. Be sure to ask important questions, such as:
What parts of the software do users most frequently report problems with?
Don’t just focus on functions vendors rave about, but ask what tends to be challenging for users. This will also enable you to gauge just how frank the representative is willing to be with you about their product.
What are the set-up costs for the software?
Most vendors will price CRM software based on a “per user, per month” model, but there are frequently up-front costs that come with implementation.
How likely are we to require tech support in order to set up, implement and/or use the software?
If you have a small or no IT department, it will be important to know whether or not you’ll require (potentially costly) tech support in order to implement and maintain the software.
How easy will it be to add features at a later date?
As you become more familiar with a given system, you may want to add more complex functions, like marketing integration or reporting and analytics. Check to see whether there are any hidden costs or challenges in adding features later on.
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