More than ever, companies need to embark on digital transformation. Customers have changed their purchasing behavior and this evolution is not about to stop. To be able to keep pace, companies need to put in place the right strategies. In addition to the various effective techniques, the use of a powerful tool such as CRM is also essential. This tool supports a company's development strategy. However, it must be scalable.
What is a CRM?
A CRM is a customer relationship management tool. It allows companies to put in place a good management of their relationship and their interaction with their customers. This software promotes the rationalization of its process and the increase of its profitability.
A CRM can even have a greater role in improving overall business relationships. Often, when we talk about CRM, we refer to an information system that a company uses to manage its contacts, its sales, its productivity, and even its internal communication. It encompasses marketing, e-commerce, sales and customer service.
Why should a CRM be scalable?
CRM impacts the entire development strategy of a company. It even influences its organization. It is therefore necessary to configure it upstream and to ensure that it is regularly updated to take advantage of increased capacities. If a CRM isn't scalable, it can't help a business achieve its goal. The best solution is to set up a CRM software adapted to your needs and able to support you in your growth.
Take advantage of tailor-made support
The company does not make adjustments to adapt to a CRM. Conversely, it is the latter that integrates with the company's strategies. That's why CRM vendors offer pre-project needs analysis. Thanks to their expertise, the company's needs and expectations are defined upstream. Thus, the proposed solutions fit easily with its objectives.
The company also benefits from a single point of contact to benefit from personalized advice throughout the project. The latter helps him to put in place the best process in order to improve his efficiency. He also helps him to configure the tool, but above all, to train his teams on the use of the CRM.
Use a comprehensive tool
A scalable CRM is a powerful tool that is regularly updated to incorporate new features. When your business needs change, you won't have to switch CRMs. It automatically adjusts to your requirements to bring together your sales, marketing and project management teams.
The best CRM is ergonomic. If it is too complicated, it may be shunned by other collaborators. Not only does the company lose time when setting it up, but it also loses a lot of money. With the various offers from CRM publishers, it is now possible to adapt your tool to your situation and your budget. The advantage with a scalable solution is that it grows with you as you grow.
A wide range of training and expertise at your disposal
CRM solution providers provide their customers with online support. In the event of a blockage, companies consult the media to get help quickly. The supports in which the CRM is integrated are regularly updated to adapt to its evolution.
Some publishers even offer platforms to collect tutorials, videos and articles related to the use of the software. Your company then has access to an online knowledge base. Thanks to these different tools, it is easier to optimize the management of the different activities.
A guarantee of security for business data
A CRM is an essential tool for the organization of the company. However, it often has flaws. It can be the source of information leakage from the inside or an opening for computer attacks. If you opt for a non-scalable CRM, you are exposed to these problems at all times.
A scalable CRM doesn't just improve functionality. It also rectifies the security flaws present in your information system. In the event of a change of personnel, the company continues to operate without risk of loss of information.
How to choose a scalable CRM?
To take advantage of a scalable information system, it is crucial to make the right choice. It is even advisable to carry out an IT audit to determine the needs of your company.
Identification of needs and objectives
Your information system must serve your strategy. The first step is to ask the right questions. Why do you want to set up a CRM? In which cases do you want to use it? How do you want to conduct your customer relationship? When you have an answer to all these questions, you can draw up a specification. Thanks to this document, you will be able to determine the functionalities that your CRM must integrate.
Note that the right CRM is not one that has many features. It is the one that offers the essential features for your business to help you achieve your goals. When identifying your needs, you must also anticipate future developments. This will save you from changing software after a few years.
Publisher Market Analysis
This is a key step if you want a scalable solution for your business. CRM solutions are more abundant than ever. The choice then becomes more and more difficult. However, you need to choose between two main offers:
– do you want to use outsourced software, accessible online without having to perform any installation? With this choice, your CRM data is stored in the cloud. You can access your personal interface via a login and password. This tool has the advantage of being accessible from any medium, anywhere as long as you have an internet connection; – do you prefer to use in- house software? They require installation, but also an investment in terms of licensing. Your data is stored on your servers. However, it is possible to access the various software in offline mode. The installation of this type of CRM represents a large investment at the start, but which pays off over time.
Some software offers you complete solutions. These allow you to manage your customer relationship, your marketing department and your sales branch at the same time.
CRM Cost Comparison
Cost is very important in choosing a CRM system. This is not only the cost of acquisition, but also the additional costs which vary from one publisher to another. Think of the hidden costs which can be very high, in addition to the cost of the license or the subscription. It concerns dedicated IP, hosting, additional modules, database cleaning services, etc.
Take into account the installation costs which can range from a few thousand to several tens of thousands of euros. Start-up support, training, configuration and customization are important to deploy CRM throughout your company. Also plan maintenance costs, essential to take advantage of a scalable information system.
Adaptation with collaborators and other software
A CRM is much more interesting for a company when it is used and accepted by all employees. Its implementation will have an impact on the internal organization and can upset entrenched habits. To motivate your team members to use it, all you have to do is involve them in its choice. Opt for a CRM that offers software training. Above all, choose a CRM with a simple interface.
In order not to completely change your habits and have to transfer large data, it is important to choose an interface adapted to your usual software. It must adapt to the different digital tools of your company.
The CRM becomes an essential tool in the life of a company. It must accompany it in its development. This is why scalable CRM software is needed. To determine the best CRM solution for your business, don't hesitate to do an IT audit. This is an essential step in choosing the right CRM.
