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9 Signs You Need To Replace Your CRM

Category: B2B News
What are the signs that you need to replace your CRM?

If you find it hard to track leads and clients, miss follow-ups, your agents have overlapping accounts and they still send out a lot of daily emails, you may need to take a hard look at your CRM . These are but some of the signs that a change is in the offing.

Customer relations management (CRM) software has been a part of small and mid-size businesses’ technology suites, constantly aiding them in their efforts to maintain sturdy client relationships. However, despite the benefits that these tools offer organizations, companies still suffer from issues concerning their CRM systems. Now, some issues are easily resolved with a little help from vendors in the form of CRM update, but others, sad to say may require users to replace their whole systems altogether.

CRM software providers are a great tool for any organization, keeping users updated on all matters related to their customers, improving communications and customer service, automating tasks, boosting efficiency while offering more robust analytical data and reporting. They offer real-time measurement of all sales activities and ad campaign and marketing returns on investment. Also, these platforms help personnel keep an eye out for opportunities for sales, which is incidentally, the lifeblood of any company.  Now there are CRM alternatives that you may use, but they may offer limited benefits.

CRM industry revenue in the United States from 2013 to 2018 (in billion U.S. dollars)

statista.com

Where CRM is concerned, most SMBs are known to be a bit more wary of CRM problems that may come out of nowhere. There are numerous reasons why small businesses need CRM and it is fortunate that most have been recognizing this fact, many of whom have been investing in CRM implementation. There are a lot of ways by which businesses are using CRM, the goal of which is to boost lead conversion. 

One such tool is the free Hubspot CRM, a powerful system that has all the attributes of a robust CRM and yet caters to the needs of the little guy.  In fact, you can easily sign up for HubSpot CRM free app here. It is also a good choice if ever you encounter the problems that may warrant a change a system change.

But there are a lot more of these products out in the market, it is in this context that we thought it prudent to come up with a list of things to watch out for in CRM software, through which you may be able to determine if a new platform is already needed. Choosing the right CRM is all you need to turn things around for your business.

In this article, we will discuss the 9 signs you need to replace your CRM software. These signs, if taken lightly, could result in complications that could adversely impact your customer relations and ruin customer experience. These could very well mean that you have to settle for a new platform, even decide whether to use CRM or CEM software. The good news is, even if budget is a concern, there are plenty of top CRM for small business, any of which can provide you with some useful CRM comparisons and guide you in choosing the right solution for your business.

9 Signs You Need To Replace Your CRM

Most problems encountered by businesses have been linked with outdated legacy CRM systems, whose limited capabilities could adversely impact customer relations. Here, we discuss the 9 signs you need your CRM. Watching out for these red flags could help you avoid unnecessary customer relations setbacks. Read on to learn more about them.

1. Lead and Client Tracking Have Become More Difficult

As primary features of CRM solutions, lead and client tracking are a surefire way of increasing conversions. But if you find yourself looking for new ways to better track leads and clients, you might want to take a second look at your current CRM. If your existing method for managing customer relationships is not boosting sales and retention, you may try replacing your system. Hubspot might be a good choice for you. However, CRM software is no magic pill as sometimes the problem could lie within your own processes. A system’s inability to track leads and customers could result in the loss of information that is critical to your customer relations, which may include customer preferences or contact information. However, replacing or upgrading your CRM may not altogether resolve this problem, you should also check your lead tracking processes for kinks that could be hampering your lead tracking capability. Also, effective lead nurturing is always beneficial to any business seeking more sales.

A good CRM tool allows for lead nurturing.

2. Poor Follow-up and Reminder Automation

If your lead tracking and conversion are organized and you are able to keep track of all contacts, it follows that all should be smooth sailing from here on right? Wrong. You must also be able to follow-up contacts on a regular basis, which despite your best efforts is easily missed. Most CRM solutions face the challenge of coming up with workflows that take care of needed follow-ups that could prevent revenue loss. To do this, a CRM solution must be able to sync calendars and email platforms so that you may be reminded of critical dates, time and information. Your CRM solution should be able to automate this process. Otherwise, it may need to be upgraded or have to go. 

3. Your Business has become Too Big For Your System

Most small businesses are undergoing growth, and it is for this reason that they need more from CRM tools. Most of these organizations need a CRM that could keep up with their growing needs. Unfortunately CRM selection for growing companies is a tedious process that sometimes requires outside help.  A good CRM system must be able to track productivity and performance, create task lists, calendars, alerts, and reminders to help businesses better deal with clients. It must also automate sales processes while keeping comprehensive and accurate records of all sales interactions. Tools that do not possess these, are bound to hamper business expansion and could prove to be more of liabilities than assets. This is one of those times when a total replacement of the CRM system is warranted. If you are a small business owner, never let CRM pricing prevent you from owning one as there are lots of affordable solutions out there.

4. Communicating With Customers Outside Your CRM

CRM solutions are built to facilitate communication between businesses and customers. This is why once communication occurs outside your system, a reevaluation of your platform may be in order. The problem lies in the fact that communicating outside the system take away users’ capability to manage customer experience, a very important part of customer relations management. Keeping in touch with customers can help companies learn more about them such as purchasing habits and preferences. Communication maybe accomplished through email, which often comes with systems in the form of a built-in feature or integration.

The ideal CRM platform facilitates communication.

5. New Staff Get Confused Over Existing Accounts

When a new agent takes over an account, confusion over customer status and needs should not be a normal occurrence. This could be brought about by developments such as when employees resign or retire. No single person should have monopoly over an account and your CRM tool should see that this never occur by fostering consistent customer interactions. All agents must be extend assistance to customers through your system. If confusion occurs, then it’s time to consider replacing your CRM software.

6. You Need More Third-Party App Integrations

CRM software should not be limited to being a data storage facility. This problem is further exacerbated by your CRM’s inability to work with third-party software such as HR, eCommerce and accounting tools. This situation definitely puts a limit on your system’s capabilities. Situations such as failure of CRM reports to include third-party app data, for manual entry of such data and inability of your software to export CRM activity to existing tools could only mean that your CRM needs replacing. Make sure your replacement system has a wide array of third-party app integrations or could build its own integrations.

7. When Your Team Sends Out Emails Manually

A good CRM tool automates just about every facet of your sales process, and these include email generation and distribution. When your staff start manually typing and sending out emails to your customers, chances are your system is not doing its job. CRMs are built to generate and send out emails automatically, processes that are consistent with your business ideals and customer experience management. They also should see to it that all email are aligned with your business goals.

A good CRM tool automatically generates and sends emails.

8. Your System Does Not Respond Quickly To Site-Generated Leads

Websites are known to generate sales leads, but if your CRM takes up too much time in responding to them, these leads can end up being unexploited. Your system should take no more than a couple of hours to take action on sales leads generated by your website. A good CRM nurtures leads by sending automated yet personalized emails to customers, through which, a relationship with the prospect may be forged. Now if your CRM is not doing this, it may be time to replace your software. 

9. When You Rely On Salespersons to Assist Clients

CRM applications must be able to allow any staff to assist in customer inquiries and concerns. So when you start relying on salespeople to assist clients, then your system has some issues and may need replacing. Remember that CRM tools are built to improve your interactions with your customers, keeping them consistent and within your standards. This means that any staff member should be able to assist a customer with an inquiry or concern through your CRM software. If your current system is not capable of doing this, then you might consider getting a new one.

So there you have it, the 9 signs that you need to replace your CRM. Now, we know that replacing something that you have always relied on can be a bit hard, but these CRM challenges are serious stuff. So if ever you encounter any of them, take time to reevaluate your tool, consider an upgrade or even a total system replacement. Doing so would not only save you unwanted headaches, but it can also take your customer relations efforts to new levels. And if you want to know more about the best CRM software out there, try out one of the best solutions on the market or sign up for HubSpot CRM free app here.

By Nestor Gilbert

Senior writer for FinancesOnline. If he is not writing about the booming SaaS and B2B industry, with special focus on developments in CRM and business intelligence software spaces, he is editing manuscripts for aspiring and veteran authors. He has compiled years of experience editing book titles and writing for popular marketing and technical publications.

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