Why is Selecting a CRM Solution so Hard?
Commence Corporation Makes the Selection Process Easier with “Try Before You Buy” CRM Program
Why are so many people disappointed with their CRM system? Nigel Park, Managing Director of TPS Consulting believes he has the answer. “Customers are simply not experts in selecting CRM software. I often find that they have not properly documented their critical requirements list. As a result, these firms have tendency to shop solely on price because they perceive that all CRM offerings are the same. They find out later that there are limitations they were unaware of. Another reason customers may be hesitant about making a decision is because the vendor’s free trial offering does not enable the customer to truly ensure that the software meets their requirements. The free trials often consists of a vanilla out of the box program that is not tailored for the customer’s business so while free, they have limited value. Unique work flow capabilities may not be incorporated in the trial versions and other key components such as e-mail integration that traditionally involve some assistance from the vendor cannot be properly tested. And because it’s just a trial, customers are unable to take advantage of the vendor’s expertise in helping them to realize the maximum value from their software. I don’t blame the vendors says Park, because they cannot afford to address questions, tailor the software, integrate e-mail, and provide support services for a free trial, but if I am a customer I want to ensure that the software will work as advertised,” he concluded.
Commence Corporation has introduced a unique solution to this problem by offering customers a 90 day pilot program that includes the company’s award winning CRM software coupled with a set of best practices that ensure that the customer attains immediate value from the solution. “We appreciate that customers may be apprehensive about making a CRM decision and may not fully understand the value they can realize from our software, said Larry Caretsky, president of Commence Corporation. We want to mitigate the risk for them by providing them with an opportunity to utilize our software and provide the professional expertise to solve their business requirements. Our professional services staff will implement the software, assist the customer with the customization they require, integrate their e-mail, Outlook, calendar, mobile devices, and even provide training.”