CRM Software Review and Evaluation

CRM tools are designed to deliver fast, flexible, and affordable solutions to businesses in general. These tools should be able to give consistent and measurable improvements to the CRM process. They should also enable longer and closer relationships with customers and help the business become more profitable. In selecting customer relationship management (CRM) software, its functionality in sales, marketing, customer service and e-commerce should be considered. The features of software should meet all the needs in these areas and the future growth of the firm as well. Other things to be considered carefully are as follows: its integration with other applications, upgrading capability where it can be downsized or upsized just to meet the company's needs, cost and capacity of the company to buy the software, ease of use of the software package, import and export features, and its ability to generate reports.

Before purchasing a program, a company should conduct a CRM software evaluation because it will help the company to determine the functional aspects of the software that are needed. These functions should be closely aligned with the priorities of the company. A solid evaluation also helps to determine the requirements needed to conduct customer relationship management and to find the right software that offers the right solution in serving the business.

There are a lot of CRM features available, the following is a list of some of the common features: appointment scheduling, help desk report, mass mailing, customer service and care, online surveys, sales campaigns, email auto-response, document management, multiple user environment, call automation, contact and lead management, customizable knowledge base , free account services, document sharing, data back-up, data retrieving, and support tracking. It is up to the company buying the software package to consider all these features and decide which ones are needed. A lot of companies want a comprehensive package, while others only need one or two items. It is important to remember that having all these applications will also mean greater expense and cost for the company.

CRM software should not be a burden to the company, so before selecting which is the best, careful evaluation of the software available in the market is an important part of the CRM process. The company buying the software should identify the features it needs to meet company goals. The CRM software's cost effectiveness should not be set aside because above all a software packages should be a tool and not a burden in achieving customer satisfaction and company profitability.