Jennifer Karpus-Romain

Is it time to reboot my CRM software?

Blog Post created by Jennifer Karpus-Romain on Sep 21, 2017

Customer relationship management (CRM) software allows you to store all your customer data in one place, pull the sales reports you most need, and more.

CRM systems are highly customizable, allowing you to get the most from your software. But what happens when you sign up for the most basic version of the CRM software, only to realize that you need something more advanced? Or what do you do when your CRM system becomes outdated?

In some cases you can update your CRM with minor upgrades, but sometimes that’s just not enough. In those situations, a CRM system reboot is in order.  

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There are two major reasons why your CRM software needs an upgrade.

1. Your CRM just isn’t working.

It’s difficult for a team to acknowledge the CRM system they’ve spent so much time working on is failing.  CRM software is a huge investment of capital and time, and it’s only natural to try and salvage those hard-won successes, even if it means sticking with a system that just isn’t up to the task.

However, if the workflows and tools are not performing, it makes skeptical employees even more reluctant to use the system. Low user-adoption rates are one of the biggest causes of CRM failure, with employees simply giving up on systems that have underperformed in the past.

To save this project, you need to do something drastic. It’s time to reboot your CRM implementation.

Just because a CRM has failed doesn’t mean that all is lost. There are valuable insights to be gained from a botched implementation, making it that much easier for the next iteration to be complete success.

2. Your business is growing

Even successful CRMs can occasionally require a reboot, especially as your business grows and evolves. When you expand your capabilities, your CRM needs to progress as well.

Lifecycle of CRM

To understand why your CRM software needs an update, it’s helpful to understand the lifecycle of a CRM system:

  1. Searching: The initial process of looking for the right tools, partners and vendors for the CRM solution.
  2. Starting: Designing, building, and otherwise implementing the CRM.
  3. Scaling: Adapting the CRM as the business expands, incorporating new use cases and tools that may be beyond the scope of the initial implementation.
  4. Struggling: Managing the limitations of the system, and creating increasingly complex workarounds for cases where the CRM is no longer up to the task.

Once a company is in the struggling stage, it is officially time to reboot your CRM. Just like when you first implemented your system, you need to take some time to determine what your goals and needs are. From there, you can work with a CRM expert to help shape and execute the implementation process.  

The success or failure of a CRM is rarely a matter of the software running the system. It’s all the other stuff — adapting the system to work with existing workflows, integrating needed third-party tools and plugins, testing the user experience, training the staff — that truly matters. Without the right partners with the right expertise to guide them, however, it’s the CRM software that tends to take the blame when the implementation sputters.

Do you need help determining if it’s time to reboot your CRM software? We are here to help. Contact us today or call us at 800-391-4055.