Have You Taken the Steps You Need to Maximize CRM ROI?

Have You Taken the Steps You Need to Maximize CRM ROI?

Written By: Ken Jacobsen

from March 30, 2015

Getting the most out of an investment is a near-universal desire for businesses. No matter whether the asset in question is equipment, software or a new hire, companies want to make sure they’re receiving a return on the time and money invested into getting that person or object into a position where it contributes.

When it comes to customer relationship management software, there are some unique considerations to be made. While the desire for a return on investment is certainly present, it’s harder to readjust or reposition a CRM system once it’s been implemented. For that reason, much of the effort related to maximizing ROI has to come before the platform actually goes live.

With the need for a high ROI in mind, here are a few steps that companies can take to cut down on timelines and reduce unnecessary use of resources with CRM software:

Generate buy-in amongst employees

CRM systems are ultimately an easy concept to get staff members on board with, as the software offers tools that help many different departments perform their day-to-day and larger-scale tasks quickly and effectively. Simply announcing that a new CRM platform will be put in place often isn’t enough to convince employees of  its usefulness, however. This is especially true for companies where a CRM platform has not been used before, as well as businesses that have had the same system for many years running. The fear of change, as opposed to specific issues with the new software being added, is often the root of problems with buy-in and adoption.

Organizational leaders can counteract these potential problems by demonstrating how the new system will specifically make certain aspects of the job easier. The sooner these efficiencies are demonstrated, the more likely it is that the attitudes of employees will begin to warm. It can make sense to provide this kind of education in stages. With this approach, the company provides an overview containing a few specific details during the first announcements of a move to new CRM software and then truly diving into the benefits during training sessions.

Choose the right system

ERP software is versatile and can be used in a variety of different organizational structures and markets. However, there are still times when a specific platform will provide the best advantage or uniquely meet the needs of a given company. There’s also the aspects of customization to consider, as not all of the modules or add-ons offered for one CRM system may exist in an analogous, readily accessible form for another. The need to find the right software among the many available choices highlights the role of the CRM partner in the process. The partner will help a company weigh the alternatives and determine the software that provides the best fit for their clients’ needs. That level of support is continually provided not only as a platform is selected, but during the implementation process and after it has gone live and is used by an organization on a regular basis.

Follow up with education

Training during the implementation phase will take care of many of the issues related to education about a new CRM system and the technical details of its use. However, to truly reach the best ROI for new software, there have to be follow-up efforts to educate staff members who may have missed an important detail the first time around or are transitioning to a different role inside of the company. A similar need for strong ongoing training applies due to the new hires that an organization will inevitably make. Keeping all employees literate in the use of a CRM platform is crucial