As beneficial as the CRM system is, there are also several challenges that its adopters must conquer before claiming their CRM implementation a success.
CRM implementation, like any major transformation, is not a piece of cake. When you Google “CRM implementation problems”, you get over 12 million results.
With that stat in mind, this article talks about the most common CRM challenges and how to solve them.
What are the most common CRM implementation problems?
Analytics, deal management, and single-screen conversation tracking are just a few of the favorite features of Cloud-based CRM customers.
However, exporting large data sets in the cloud or ensuring successful end-user adoption are examples of CRM implementation problems that may sabotage CRM success.
This section analyzes more of such problems in detail and solves them for you.
1. Changing org-wide behavior
Technology is only a part of CRM implementation. The real challenge is getting ingrained behaviors of your staff to change.
A large-scale overhaul of how your marketing, sales, and customer service teams operate can lead to feelings of disengagement or mistrust. If they are okay with the change, they may not be very comfortable with the new technology.
All of this is a good sign because now that you know what problems may occur, you can work on solving them proactively.
Here are some tips to solve this problem:
- Clearly define an implementation strategy
- Appoint CRM implementation ambassadors to act as administrators and help your end-users get comfortable with the new technology
- Enable a culture of learning and innovation
2. Lack of sufficient sponsorship from senior management
Management buy-in is more difficult to achieve than convincing the end-users. In situations where the teams want a change, they must convince senior management in terms that they care about.
The solution is to present the benefits of the CRM so you can depict how the investment would be beneficial.
You can educate the senior management on the CRM benefits using the following strategy:
- Share success stories of competitors to motivate them to seek bottom-line improvement
- Share benefits to the company brand and the advantage of data for more informed decisions.
- Unpack the detailed benefits of the CRM to the relationships with consumers of your company’s services.
3. Concerns about the security of company data
Data is a treasure that many companies rely on for their business regularly. It helps them spot purchase patterns, answer customer queries, and provide overall support in decision-making.
To keep this data safe, many companies may choose to keep it on an in-house server. Moving all the important data to the cloud is a difficult choice for people in senior management with a more traditional bent of mind.
Here is how you can work around this issue:
- Find a smart CRM for whom data security is as big a priority as it is for you.
- Test your CRM candidate websites for HTTPS. If even one link loads with the less-secure HTTP version, you must drop the CRM from your consideration list.
- Look for third-party security seals such as Verisign and others on their website
- Look for a declaration of encryption algorithms they use. Anything less than 256-bit security may compromise your data security.
4. Lack of optimization of time and cost of CRM implementation
Over the duration of CRM implementation, the company may incur losses in terms of time and money.
The more the data, the longer it will take to transfer it. Getting people comfortable with a new CRM may also take longer than anticipated. Add to this, the training and maintenance costs and any downtime your CRM may experience during your transfer window.
On a large scale, the disruptions and the losses incurred may make you question if moving to a new CRM was worth the time and money.
Here are some of the tips you can take to minimize these losses:
- Plan out everything. Installation, data transfer, quality assurance, staff training, and other tasks. It may not guarantee a smooth transition, but it will give you a good handle on the whole process so you can optimize it and minimize the losses.
- Include contingency steps in your transition plan. If something goes off the rails due to an unforeseen issue, your plan should be able to guide the team on what to do and how to do it.
CRM implementation may not be smooth, it can definitely be managed
CRM implementation sits at the crucial juncture of employee satisfaction and customer success; it affects both circles.
Any major transformation requires time, money, effort, and lots of patience. The benefits of a successfully managed transformation will be well worth it