There are problems with CRM software when the wrong was bought, when it was too quickly or when it has not been implemented correctly. It is important for successful CRM implementation that you choose software that specifically addresses your needs and what concerns your customers or clients have. There is no point in having software that is detailed in areas that you do not use, and then is sparse in areas you need it for. Often businesses rush into buying software as they know it could help them, but by not evaluating the software first, they then have the incorrect impression that CRM software is not as helpful as claimed.
Having a real goal
Too many businesses think that a goal as vague as to improve customer relations is enough, but to get the right software you need something more well-defined. Have a business goal formally developed before you invest. Some more refined goals are penetrating a new market, retaining clients, reducing customer complaints, improving customer portfolio size and so on. Then you can better ensure the CRM solution you choose addresses that goal.
Careful management and training
Too often a business will invest in a new CRM software but then fail to offer the support and training their employees need to really learn it and use it. Management needs to be a part of that learning rather than sitting back and expecting employees to excel and understand when they do not. Training needs to encompass everyone and they also need to learn how to train others so that new employees get equally sufficient training. It would be a waste of money and time to train staff and then when they move on to other employment opportunities, lose that knowledge!
Small to medium-sized businesses
If you are a small to medium-sized business and you want primarily to improve customer response, improve communication online, and improve the length of time between a customer query or issue and the resolution, then the following CRM with invoicing software ar something you might want to consider.
- GroopZ – Has customer routing software so customer reps can move chat strings between them, a filing system for records and chat transcripts, suggested pre and post questions for customers, templates to cover FAQ to free up representatives’ time and some customization to meet your needs.
- LivePerson – There are two types, Enterprise and Basic, offering solutions with email, live chat and different interactive forms to meet your business’s needs. It also has a range of services such as case studies and online marketing as well as software to improve online shopping carts.
- BoldChat – You can get CRM software for free and then for a fee there are customized versions. Both have live chat but the latter has more options including being able to add more customer reps.
- Deskera all-in-one is a full-featured platform that lets you manage accounting, invoicing, CRM, email campaigns, and more. Deskera’s CRM module lets you manage sales and support processes with no hassle. It helps you keep track of your leads gathered from marketing campaigns. You can also customize and configure your own sales pipeline to make sure all your deals are effectively moving towards closure. Deskera even lets you connect your existing apps via Zapier or the other APIs, or build your own apps with the included dev kit.
- CSLive – Has a very comprehensive software solution, CRM with invoicing, live chat, customer service features, email and more. It has an extensive filing and tracking system so that customers can be referred to, online meetings, a message center and more.
