The Top Mistake With CRM Software
CRM — Customer Relationship Management — is one of the most important aspects of retail management, but with CRM software, the customer is not the most important person. The most common mistake in choosing CRM software is ignoring the user, so the most important person in this case is the sales staff.
Who’s Using The Software?
It makes sense that the people using an unfamiliar software solution need to be trained. It also makes sense that they be convinced that this solution is the best one for customer relationship management, and they see their integral part in accomplishing the task. If the sales staff is given unfamiliar devices and instructions to watch a video before being sent out on the floor, there is not much chance of success in implementing an effective CRM strategy.
- Encourage input from staff on weak spots in your current CRM system (or lack of one)
- Articulate how CRM is one factor in the larger picture of your business while the staff is another vital factor
- Look for software solutions that address those weak spots or can be customized to do so
- Select a software suite that utilizes CRM as an integrated part of the whole management picture
- Plan on training staff before implementation of the new software and get feedback during training
- Look for software that offers support during the staff training period
- Once deployed, there will be ongoing need for support, so look for software that includes support options
Software That Isn’t Used Is Useless
There’s not much benefit in the investment of time and money into a CRM software solution that your staff isn’t using. That’s why ChainDrive Customer Relationship Management Software is part of an effective integrated retail management solution that includes the support you need during planning, implementation, and deployment.
If your staff hasn’t been considered in the selection of the solution and isn’t trained effectively to use it, you are making a big mistake in selecting CRM software.