Tips for Choosing a CRM - Part 2- Consider the features you need
You will need to start thinking about your internal business processes and how they may look when converted/implemented within the CRM product. Organizations with already-defined business processes and SOP’s tend to fare pretty well here because once you have a standardized way of working, it makes it easier to translate into the digital world.
Break out a fresh notepad or Word document and draw a table. You’ll need to start a list of all the functional requirements of the business. Next to each one, rank it as ‘Critical’, ‘Important’, ‘Nice’ to have. A few samples are below.
Most CRMs allow you to track Leads and contacts. But do you need to track sales orders, quotes, invoices?
What about service? Do you need case management to handle warranty returns or provide customer service?
Do you need your customers to interact with your data through an online portal?
Sending emails is nice, but how about proactively marketing to them with a customized journey based on their actions?
Do you need mobile apps?
Does your team need to be able to access the CRM from their phones?
Some CRM products have dedicated mobile apps; others have mobile-friendly website interfaces. If mobility is important, remember to test these.
Do you want automation?
This can come in various flavours from basic processes to complex workflows. Regardless, adding automation can power your business by having actions happen as a result of a trigger. Need a ‘Welcome’ email sent to the client when they close a deal? Want a new task for the service team when the customer emails a specific problem? CRMs can do that!
Be ready to explain and help your consultant understand the specifics of your needs!
Before looking for a CRM think about show-stopper features
Make a list of your Must-Have, Deal breaker features and specifics.
Instead of a generic requirement of ‘it must email’, get specific to the actual things you will need. Eg.
Marketing emails must send from MailChimp and have our return email address.
Integration with Quick Books Invoices and Accounts
When you think about your business process - the actions and steps that your team do every day - which parts do you want to include in the CRM? and of those, which parts are essential and cannot be removed from your business?
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Applies To:
Dynamics 365 Online
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