INSIGHTS | April 27, 2023

5 Biggest Challenges With CRM

Increase your awareness of the challenges you may face when implementing a new CRM system within your business.

Hey there, folks! Let’s talk about customer relationship management software, or as the cool kids call it, CRM. This type of software has become an essential tool for businesses looking to manage their customer interactions effectively. However, businesses looking to implement this software may face many hiccups along the way.

So, what are the biggest challenges in implementing CRM software? Let’s find out!

Challenge #1: Resistance to Change

Humans are creatures of habit, and change can be scary. Implementing CRM software means employees have to adjust their ways and learn a whole new system, which can be slow and met with resistance. Like your grandpa says, if it ain’t broke don’t fix it. After all, who wants to learn a new system when they’re comfortable doing things a certain way for years?

Solution: Training, Training, Training!

To overcome resistance to change, businesses need to provide extensive training to their employees. Training should be ongoing, interactive, and accessible to everyone. Adding incentives for employees who use the new software can also help the transition. 

Challenge #2: Integration Issues

CRM software often needs to integrate with other business systems, such as marketing automation and sales software. This is to create a cohesive family amongst your software. However, integration can be challenging, especially when dealing with the old geezer legacy systems.

Solution: Seek Professional Help

When it comes to integrating systems, seeking professional help can be the best option. Businesses should work with their CRM software vendor or a reputable integration partner, like your friends at MLY, to ensure a seamless integration process.

Challenge #3: Data Quality

The CRM software pyramid is built on data to function, so having quality data is a priority. Inaccurate data can lead to wrong customer information, duplicate entries, and other errors that cause you to make bad business decisions.

Solution: Set Data Policies

Data policies are essential for ensuring data quality. Businesses should set governance policies, like data entry standards and data validation, to make sure you are getting the correct data. Utilizing data quality tools can also help improve data accuracy. 

Challenge #4: Pricey

Flat out, CRM software can be expensive. The initial cost of the software, hardware, and maintenance can quickly add up. Not to mention the time you pay training your staff on the new software.

Solution: Plan Ahead

Businesses should plan ahead and budget for the cost of implementing CRM software. It’s also important to consider ongoing costs, such as maintenance and training. Investing in the right software and vendor can also help mitigate costs. Do your research so you are well prepared!

Challenge #5: Lack of Adoption

Even with extensive training and incentives, some employees may resist using the CRM software. A few bad apples can lead to a lack of adoption throughout your business. This can result in wasted resources and lost opportunities.

Solution: Lead by Example

Leadership plays a crucial role in driving CRM adoption. If leaders use the CRM software consistently and effectively, employees are more likely to follow suit. Providing regular feedback and giving props to employees who use the software effectively can also help drive adoption. 

It’s Almost Over 😊

Implementing CRM software can be challenging, but businesses can overcome them with the right approach. Remember to prioritize training, seek professional help with integration, establish clear data governance policies, plan ahead for costs, and lead by example. If you do these things, you can lay back and enjoy the benefits of a CRM system.

And, if all else fails, just remember to take a deep breath, have a cup of coffee, and try again. After all, Rome wasn’t built in a day, and neither was a robust CRM system!

Here’s a link to a CRM software platform we use here at MLY. Maybe give it a try!

Stephen Ward-Brown

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Chicago, IL 60613

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