Customer relationship platforms make it easier for businesses to collect and take advantage of the data they collect. Therefore, any software that focuses on customer relationship management has the capacity to locate trends in the market, track sales and automate interactions with the customer. This article focuses on advantages and disadvantages of a CRM software.
The idea that every business in the modern workplace needs a CRM software is a lie. However, the Creatio CRM system is very useful in tracking sales, responding to consumer queries together with feedback, identifying trends, scheduling meetings and achieving much more with the software, there are a number of cons associated with the system. Before you make up your mind about using even the smallest of the Creatio software, take your time to study the pros and cons of the software to your business.
If you are considering this as a solution to making a sound decision for your small business, here are a few important points to look at.
Pros of CRM Software
The advantages of CRM software to small business are:
1. Puts everything in one place
Putting your customer relationship management needs together in one place makes the process more effective. The customer data your business collects should be accessible to all your team members who may be interested in using the information. Because everyone gets similar access to the same data, it eliminates time wasted in hunting down data from different sources. With this level of data management, sales reps become more productive as they have more time to focus on customers.
Every business that intends to grow or that grows over time, must appreciate the growing customer database for the purpose of the products they offer. With growing needs of customers, it becomes more difficult to offer personalized solutions to every customer. However, CRM software offers scalable solution that fits every budget and grows with the organization to ensure the business meets the needs of every customer.
3. Data is remotely accessible
Traditionally, the software was installed in an assigned machine to be accessed from a terminal center. However, the emergence of cloud storage has greatly improved data access by making the information easily available over the internet. Customer data is therefore remotely accessible from a desktop computer, laptop, tablet or mobile phones with internet accessibility, which eliminates the need for sales reps to return to the office to access data or verify information.
4. Reduced costs
Business process costs generally include promotional, inventories and staff costs. However, the sales and marketing costs are known to eat much into business returns due to the efforts put in pursuit of growth. Because all CRM data is centralized in one place, business costs go down while productivity goes up. Consequently, fewer sales reps are engaged to handle campaign tasks, lowering general staff wages and finally reducing the cost of doing business.
5. Automation of sales
Automation of business processes is a huge benefit the CRM software brings especially to small businesses. It is anticipated that in future, automation features of CRM will be in a position to differentiate products, customers and customer requests while still being in a position to appropriate shipments.
6. Increased agility
CRM provides platforms for augmented business agility, making it easier for small businesses to fine-tune their activities in line with the changing market demands, complement enterprises and transform them into customer-centered businesses.
Cons of CRM Software
Let’s look at the disadvantages of the software.
1. Sensitive data can leak into hands of the wrong people
In many instances, web-hosting companies grab and sell CRM data to competitors or highest bidders, which is more serious among the disadvantages of CRM. Sometimes, CRM collects very sensitive customer data and if this is under the watch or management of a third party, then the security of this data is at their mercy.
On the other hand, a big number of CRM systems automatically back their data to cloud storage, however, it’s not every system that does so. When need arises for manual backing up, chances are high that data can easily get lost. Sometimes, even cloud storage or server systems fail with lost internet connectivity.
2. Training needs
Small businesses are more likely to face bigger challenges as a result of ensuing training needs of CRM software. This may be as a result of small revenue and high overheads. Nonetheless, training deprives workers of productive time. The executive training requirements may also demand more costs and time.
3. Members of staff are likely to resist the change
Some members of the workforce in your company may not directly realize the benefits the software is likely to bring to your small business. Therefore, managers and business owners have to plan to deal with this level internal resistance.