How To Test CRM Systems
What is a CRM system?
Customer relationship management (CRM) is a technology for managing a company’s relationships and interactions with customers and potential customers. The goal of CRM is simple — improve business relationships. A CRM system helps companies connect with customers and collect information about them.
Mentioning CRM, it usually means a CRM system — a tool that helps with contact management, sales management, productivity, and more.
A CRM solution helps companies to focus on organization relationships with individual people — including customers, service users, colleagues, or suppliers. So the system helps to find new customers, providing support and additional services throughout the relationship.
Why is it important to care about quality CRM?
Even one issue can lead to large-scale negative consequences in the current world with the increasing level of technological solutions in the market. For example, uncorrected defects often affect such a vital business area as finance and affect the return on investment (ROI), cause budget overruns, and even a loss of market share.
The main issues for a CRM product are:
an insufficiently clear statement of business goals;
unstructured planning;
errors in the implementation of the platform;
lack of a structured approach to change management (change management).
Broken notifications can result in missed business meetings, incorrect delivery statuses — cause delays in the delivery of goods. Customer dissatisfaction will increase in such cases, and the brand’s business reputation will be compromised. Similar cases are common. Partners, as well as employees who work with them, expect software quality. A system that interferes with dealing with tasks set by management may disappoint sales, marketing, and other departments.
Why do we need to think about improving the quality of the system?
If CRM is not tested or only the basic functionality is tested in the platform used, then undetected and uncorrected defects can affect the creation of a false impression of the customer relationship management process. And as a “finish line” — opaque planning, making the wrong decisions, the loss of customers. As a result, it may turn out that it is impossible to get ahead of competitors because they have first-class software that helps build effective work processes and long-term relationships with customers.
The vast majority of CRM failures can be detected through system testing.
Testing of CRM system
CRM testing is just like any other software testing — a process that checks if the software behaves in the expected. Testing is needed to avoid bugs, performance issues, and to make sure the software doesn’t contain UX issues.
This post is originally published here
