MyCRM Daily CRM News 28-11-2014

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Not investing in CRM software can be costly

Intuitive software has long provided a stable and rewarding investment, but many organisations still haven’t invested what they should in the right customer relationship management (CRM) software.  This can be a costly mistake.

Purchasing and implementing new software, especially CRM software, comes with inherent risks; that’s just the nature of switching to a new system.  However, the biggest risk might well be waiting too long to get started.

Nothing is forever

Local software programs, robust as they might be, don’t last forever – they aren’t diamonds, after all.  Although many programs are able to quickly leverage data and provide analytics, they can be limited in the number of copies used or updates available.  Software becomes out-dated quickly.  Investing in a dynamic CRM program helps alleviate this loss and allows for a more pliable solution.

Investment costs increase as time goes on

Businesses can enjoy future financial savings and improved efficiency by choosing a good CRM platform from the start.  Remember, equipment upgrades, loss of opportunities, manpower, and the competition might prevent managers from deciding to switch from one system to another later on down the road.  This can get expensive, especially if the switch to a new program is inevitable for the success of the company.

Despite any investment fears that businesses might have, it is best to find a good CRM platform and invest right away.  Businesses owe it to themselves and their clients to offer the best experience possible – one that will help to carry their goals and success into the coming decades.


Five signs that any CRM project is going to fail

There are two main reasons why customer relationship management (CRM) projects fail: failure to meet the needs of the business and exceeding the company’s resources, schedule, or funds.  However, there is a wide range of reasons why these failures occur.  Here are five common signs of a failing project.

1.  Unclear project requirements

The proper effort and discipline needed to get a CRM project off the ground is impossible without a good idea of what the project actually requires.  Make sure that methods are in place to help manage system changes and transitions, design, processes, testing, and training.

2.  Not everyone is on board

Everyone must be on board in order for a CRM project to go off without a hitch.  Make sure all project stakeholders and senior management are on the same page as sales staff, managers, and marketing.  Everyone needs to be a part of this transition.

3.  Poor scheduling

Scheduling delays can happen for a number of reasons, and most of them are easily dealt with.  However, with a little forward thinking and focus on appropriate time estimation and managing the project scope, the schedule and cost can stay on track.

4.  Poor project governance

There is nothing worse than a communication breakdown or a question about what one’s responsibilities are in the workplace.  Confirm that the CRM project has clear-cut strategies, governance structure, roles, responsibilities, and priority.  These must be in place in order to properly monitor and control the project.

5.  Poorly trained users

If those who will be using the CRM system are not properly trained, there is going to be very little success.  Spend time and effort on formal training, strategy, and plans before launching the new system so that everyone understands how to use it and what it is for. 


CRM systems often targeted for attack

Customer relationship management (CRM) plays an integral role in the success or failure of a business.  A good CRM system houses lots of personal information that thieves may want to get their hands on such as customer information, statistics, and correspondence.

Because of the nature of the information they hold, CRM systems are often targeted for attacks, which makes them a high priority for the security team.  However, if the security team doesn’t know what they are protecting or the implications an attack might hold, it can get a little messy.

Lots of companies are dependent on their CRM system for everyday operations.  Employees might use the software to reach out to customers, do invoicing, handle payroll, and distribute marketing correspondence.  It is important to be aware of how much money the company would lose if the system was down and what tasks the company could complete without it.  The CRM system isn’t a target of just cyber-thieves; disgruntled employees and competitors could all be a threat.  The security team needs to implement features to prevent all sorts of attacks from both the inside and out.

A disruptive attack can definitely put a damper on things and hurt the company’s bottom line, but more severe attacks involve the theft of data, which can be particularly problematic.  Most CRM systems are a treasure trove of information such as personal data, financial records, and more. 

Making sure that the CRM system is secure is the first step in improving the customer relationship and experience.  In fact, most customers assume that their information is going to be protected, so don’t let them down. 



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