It can be painful finding simple, clear information on CRM software. Even with all of the information on the Internet, it's hard to get straight answers. This site was written by people who have worked in the CRM Software industry and are constantly fielding questions about CRM basics by people who are considering CRM for their company.
CRM Software: What is CRM?
CRM, Customer Relationship Management, usually refers to a software solution that helps businesses identify the most profitable customers, customer needs and buying habits, and helps pinpoint problems in the sales and fulfillment cycle. There are also helpful consumer-facing CRM features designed for the convenience and retention of the customer. In short, CRM is designed to build relationships with customers, not just maintain them.
A CRM software package is usually called a "solution," and rightly so. CRM software solutions are made to solve business problems. The primary business problem usually isn't a lack of information on the customer, but a lack of action based on this information and a lack of coordination between different departments. Any business that has the need to understand their customers better can benefit from a CRM software solution.
Things to Consider When Making a CRM Software Purchasing Decision
Not a Magic Bullet
Buying a CRM software solution that nobody uses will not solve reporting and data-collection problems.
Integration Woes
This is the area that usually makes people either love or hate their CRM software systems, and can play a large role in the success of company-wide buy-in.
Web-based CRM Software or Not?
Sometimes a web-based CRM software solution is referred to as "hosted," and this lessens, but does not eliminate, potential implementation woes. Hosted and non-hosted solutions each have strengths and weaknesses.
Training and Support
From administrators to customer service reps, a lack of training means that a CRM software solution is not solving all the problems it was designed to.
