How to Harness the Power of CRM for your Business?
CRM is one of the most powerful enterprise tools if used appropriately. However, one of the main challenges in implementing a CRM solution is to get the staff to use it properly. This requires a fine blend of both planning and training.
Some people tend to be more enthusiastic about accepting the new CRM tool, whereas some people will just refrain from the new system thus, requiring brainstorming sessions and some folks will simply deny or resist the system. It is very important to consider the perspectives of your salespeople and all the other employees, who will be using the system.
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The most critical aspect is the user interface that would determine the system’s adoption. If your employees have to fight using the tool due to its poorly designed interface, they will undoubtedly avoid using it.
This is the reason software makers while designing a CRM system especially modules that interact with users ensure to make everything as simple and obvious as possible. Special attention is required when it comes to designing the screens, as makers ought to optimize it for improved productivity and ease of use. It should be simple and quick.
It is equally important to take care of the process flow or logic on which the system is being built. One can design a good user interface, but output of the same might not go well with the user’s expectations. This requires user testing to fine-tune the CRM solution.
In addition, it is important to make the system as fast as possible. A crucial factor here is how much information the user will have to key in when dealing with a customer. The first thing is to make sure that the user enters the data only once. And once the data is fed into the CRM tool, it should be used to automatically fill in the fields where it is needed.
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Secondly, the system should capture the required information only. Sometimes, it may happen that the users may need to capture extensive information about customer. Consider carefully how much of that information you actually need and break down the data collection, unless it can be done automatically. For example, the user’s phone number can be collected automatically and can be changed only if necessary.
Architecture and design are two main parts of making a CRM system easy to use. Further, proper user training is vital as well and it should be comprehensive. Remember your goal is to give easy user experience.
It is equally important that the CRM system be used at all levels in an organisation. Everyone in the organisation i.e. from top management to executive, everyone should be trained to use the system. It will not only make everyone’s job easier, but will encourage all users to take part.
Originally published at www.sagesoftware.co.in.