CRM Implementation

5 Main Challenges of Using a New CRM

Choosing CRM, or migrating from your existing software, poses many challenges for modern customer-focused sales teams. So, what are these problems, and how are they solved?

For whatever reason, you have decided to choose a new sales CRM. After initial reluctance, you may finally have realised that the implementation of new CRM software is the way forward. Or, you may already be using CRM software, but, are unhappy with the results you’re getting. So, regardless of background considerations, you are sure to be faced with numerous concerns. And, you are right to be concerned – choosing the correct CRM software can be a matter of success, or failure.

CRM Migration

In an attempt to align with potential customers’ concerns, Teamgate contacted over 1,000 potential users of their sales CRM across a variety of industries and sought their feedback.

From sole traders to multinationals, the information Teamgate collated tended to reflect a similar set of concerns; regardless of location; business structure; or size of organisation. While many respondents offered only positives regarding their CRM software experiences, others – albeit a minority – were less positive. Let’s take a look at some of the findings.

The major concerns

The most common concerns noted, related to the following subjects:

  • Changing old habits
  • Data importing
  • Integrations
  • Special requirements
  • Management decisions – the unwillingness to onboard
  • Others – Expecting too much too soon; lack of adequate budget; CRM management champion; bad vendor experiences; security concerns; integrations concerns; Infrastructure concerns; technology and constant updating.

Let’s try to briefly understand these concerns and take a glimpse at how an intuitive sales CRM can overcome apprehensions associated with onboarding new CRM.

#1 Old habits die hard

Problem

Some people embrace change, others don’t. First time onboarding of a sales CRM, or the decision to migrate from an existing one, will leave even the most loyal of camps divided.

A commonly expressed concern is the perceived threat to livelihood – ‘Will it take my job?’ A concern is one which has surrounded the advent of every new change in work practices.

Then, there are concerns from those who worry about their lack of ability to onboard new technologies. Other employees will see new CRM practices as beneficial only to top management alone. And, some will fear that a technology-based CRM philosophy will lose the human connection, and the ability to sell more effectively.

Resolution

Many people avoid change. They like the way things are thing, and don’t want to upset the status quo. However, smart salespeople are sales-driven, and are usually willing to adapt to any enhancement allowing them to perform their job better. Salespeople have opened their eyes to the benefits of association with a top quality sales CRM software.

They also realise that their vast experience, in partnership with technology, is an invaluable resource. Really smart companies realise that the implementation of an intuitive CRM, together with an experienced sales team, is a formidable weapon.

There may, of course, be initial onboarding concerns, but if decision-makers have chosen wisely, support will be provided by the vendor, ensuring an easy learning curve.

Employing a proactive sales CRM only serves to enhance a salesperson’s productivity.

#2 Importing data

Problem

Data is both the raw material, and the main tool of the majority of modern salespeople. Any data loss could spell disaster for a company’s complete sales process. The possibility of loss is a major fear for sales teams considering onboarding or migration. Another grave concern is that the integrity of imported data may be compromised, resulting in time-consuming, and expensive data scrubbing.

Resolution

Onboarding or migrating to a new sales CRM means the transfer, and/or gathering of vast amounts of data. Using a CRM like Teamgate, data transfer is not only effortless, but intuitive and secure. Teamgate’s native data import functionality, allows you to import data, with just couple of clicks. Along with sourcing, importing, and appropriately filing data, it also instinctively avoids duplication of information. It also helps avoid the manual entry of data.

Data import, within a quality sales CRM, is flexible and allows lead importing options from multiple sources, such as; Excel, LinkedIn, Google, and iCloud, without loss of integrity. It also allows uses to choose the exact destination location of the imported data, within either the leads, people, or companies sections of the sales CRM software. Another helpful feature is the ability to inspect the informations import history, showing from where, when, and by whom the information was imported. All information, imported from whatever source, is capable of being filed correctly, conveniently, and relevant to the salesperson’s needs.

#3 Integrations

Problem

While many would-be CRM users are aware of its benefits, others worry that there may be gaps in the system. They worry that the CRM won’t provide the integrated functionality they require, creating these gaps; collaboration with marketing; lead gathering; communication management; ticketing; internal communication; and a host of other important sales, and auxiliary functions.

Resolution

CRM Implementation Plan

Whether you are implementing a first time CRM, or in the process of migrating, well-chosen CRM integration offers your salespeople an ever-expanding toolbox of productivity. These integrations transform your CRM from basic functionality, into a resourceful, and extremely powerful sales tool.

Deciding which CRM integrations are best for you are, depends entirely on the design of your sales process. For example, a united, and seamless integration between sales and marketing may be your priority; in which case integrations such as MailChimp, Zapier CRM, and WordPress will be high on your list.

For others, communication integrations may be their priority, and the ability to contact prospects and leads instantly, via multiple modes of communication, while offering the ability to record, store, and analyse such communications. For this, the salesperson may choose from integrations like; Twilio, Voximplant, Nexmo, and Intercom, all purposefully designed to manage advanced communications.

Additional integrations include geographic mapping; enabling you to locate client locations; accountants and finance integrations such as; Xero CRM, and Quickbooks; plus storage and time-management functionality from Google Calendar, and Google Drive. The list of integrations continues to grow.

#4 Special requirements

Problem

Some salespeople worry that CRM implementation will be commandeered by their IT department, rather than being ‘owned and managed’ by the sales team, resulting in it becoming far too technically challenging.

Another worry is that the new CRMs learning process will be too complicated, and without the necessary support features.

Then, there are the additional worries of expense, and pricing; CRM mobility; long run in time for implementation and integration; vendor reliability; security; the expense of upgrades; and the ability to handle and store all communications. The list is comprised of as many individual concerns as there are individual companies.

Resolution

As with most modern software solutions, the user demands simplicity, functionality and a positive user experience. Sales CRM software is no different. There should be no requirement for technical wizardry to benefit from the full functionality of the software. Teamgate, as a market-leader, have designed their dashboard with the customer in mind. Teamgate’s design philosophy is customer-led, and to that end comes as a highly mobile, intuitive, smart, and strong sales solution. With such simplistic, yet powerful capabilities, there is no IT team required for its implementation. It’s simplistic features allow instant usability, without fuss or a drawn out learning curve.

In fact, quality CRMs, like Teamgate, come with full training and backup, as requested. With free trial periods, personalised online demonstrations, and a customer champion desk only a call away, choosing the Teamgate CRM as a first time user is as easy as it gets.

Whether you are a sole trader, or a multinational, the best CRM providers offer a price plan to suit your budget. They also offer expertly trained customer service individuals who will guide you through the whole decision process, and cater for your individual concerns. Plus, CRM providers like Teamgate ensure – via its dedicated knowledge and training function – that users get up to speed and are familiar with the software, quickly, and easily. This ensures that there is no drawn out implementation process, and is solidly supported by the company’s dedicated customer care experts.

#5 Management decisions

Problem

There would be no CRM buy-in, or migration without management approval. However, the initiative for implementation may not originate at the top, but from the sales department. If this is the case there may be the prospect of management fight-back, or reluctance to engage. Or, management may have financial concerns over pricing and other worries, ranging from lack of belief in CRM capability, to their own fear of embracing new technologies.

They may also be unaware of the sales team’s problems, or have not been briefed on the full benefits of a CRM. They may be unwilling to appoint a CRM champion to take the project through every stage. There may also be plans for changes down-the-line, and a new CRM may not be part of those plans, at present.

Resolution

Management need to be completely onboard with any decision to implement new sales CRM software, or migrate from an existing solution. Management, in tandem with sales teams, are required to be the ones charged with identifying the organisation’s unique problems, which are in need of being resolved successfully. It is also management who must be the ones to engage in the CRM design process, to outline its specific functionality, and to ensure the correct questions are addressed.

If management are not in full agreement, they may experience fight-back from certain quarters. In order to overcome such problems, quality CRM providers offer a full, and resourceful consultation process, designed towards providing prospective users with all the relevant information required to make the right decision, and remove doubt as to the CRMs value.

#6 Other concerns

Problem

Among the list of other concerns brought to the fore, were; lack of cash flow; unreal expectations of results and time-frames; failure to identify problems; unwillingness to adopt a CRM champion; bad vendor experiences; security concerns, infrastructure concerns; technology obsolescence and updating.

Resolution

CRM onboarding or migration concerns are resolvable through consultation with your provider. If finance is a concern, the provider may be able to advise on a range of suitable, and scalable price plans.

It would be naive to think that a CRM is a quick-fix to an organisations concerns. Identification of pain points is essential to resolving these concerns in a timely and effective manner. If the problems have been expertly identified, a quality CRM, such as Teamgate, in consultation with the provider’s expertise can ultimately save time during the onboarding process, allowing teams to avail of its full, and powerful functionality quicker. Companies are also better served by nominating a CRM champion, a go-to person who will be responsible for all aspects of the process. In turn, this product champion will be the one charged with answering all concerns regarding security, infrastructure, technology obsolescence or updating. With one individual charged with this responsibility, communication between the provider and the user is streamlined and without ambiguity.

Fully understand what you want to do

While pricing may be a concern when choosing a CRM software solution, it is advisable to remember, as in all walks of life, the cheaper solution is usually the worst value in the long run. Your CRM needs to be designed with specific pain points, concerns which need to be resolved, and future goals in mind. Only then can you be certain that the quality sales CRM software you employ will lead to your desired results. If a CRM doesn’t address your concerns, then it’s the wrong one for you. If in doubt, reach out to a quality provider such as Teamgate who are always willing to offer and advice on all aspect of your CRM implementation or migration.

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Vytautas Ramanauskas

Vytautas is a marketing specialist. A writer by day and a reader by night, he is passionate about helping people in all aspects of technology, sales intelligence, online marketing, and design.
Find him on Twitter @vytautasram

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