Be Careful – Ease of Use is Overrated when Selecting CRM
Every CRM solution provider tries to convince potential customers that their CRM system is easy to use, because they know that it is one of the top decision criteria. However, there is a correlation between ease of use and value to your business. In many cases, the low cost and freemium products are in fact easy to use. Why? Because they don’t do very much, plain and simple.
At Commence Corporation, we get calls every day from small to mid-size businesses that are looking to replace their CRM system because in less than one year they have already outgrown it. They tell us that the one they selected does not offer a calendar or e-mail integration. Others have limited to no customization, and no API for system integration. Some offer just basic reporting such as sales forecasts. Most have limitations galore such as the number of contacts or accounts you can store, the number of reports you can generate, and how many e-mails you can send. Moreover, when it comes to customer support the only option is e-mail.
But, let’s be fair here. If the product is free or just a few dollars a month, there is no way for the vendor to provide advanced functionality or additional applications such as marketing campaign management, customer service ticketing, or project management. Nor can they afford to answer the telephone and provide free consultation. So what did you get? A low cost or free solution that you have now discovered will not meet your current or future business requirements. Here is the good news. It is easy to use.
The reason companies select these products is clear. In most cases, they did not take the time to define their business requirements. It was just easier to download a few free trials then select the one they liked the best based on cost and cosmetic appeal. Making a decision couldn’t be easier. Try it for 30 days with no commitment and if you like it, just pay the monthly fee.
If you are small or home based business, these offerings may be perfect for you. However, if you are a company that is seriously looking to improve your sales, marketing, and how you provide services to your customers, then ease of use should not be your number one decision criteria.
Note: Commence CRM offers data migration services from other CRM solutions. Call 877-266-6362 for more information.