CRM Software Underutilized in Smaller Businesses
CRM Failure Rate Remains High
In order to gain a competitive edge or simply compete against larger corporations, mid-size and smaller enterprises need to take advantage of the same technology the bigger guys are using. Many are turning their attention to Customer Relationship Management software or CRM as a tool to automate and improve how they market, sell and provide service to their customers. CRM software can help companies implement a set of structured internal processes that enable them to become a more efficient sales and service organization. The most significant challenge facing smaller businesses, however, is the lack of resources and experience with the implementation of CRM software and managing the changes associated with automating their internal processes. This is almost always underestimated by smaller businesses that seem to prefer the do-it-yourself methodology versus engaging the expertise of the CRM vendor. These do-it-yourselfers often learn that engaging the assistance of the CRM software provider is paramount to the successful implementation, use, and ROI realized from the CRM software.
With CRM – It’s All About Service
I find the CRM software sector perplexing. Due to its rapid growth it has become one of the most competitive industries, chock full of low cost solutions, cut throat competition and immature products that deliver very little value. In fact, the whole concept of customer relationship management seems to have disappeared. Today, many of the CRM vendors don’t have the time to discuss your requirements or demonstrate how their solution would address your business requirements. They prefer that you simply place your credit card over the Internet and download the software. They will then bill you each month that you utilize their product and if you require assistance: send an e-mail and someone will respond in a few days. Is this really customer relationship management?
One company that conducts business the old fashioned way is Commence Corporation, a provider of customer management software solutions for more than two decades. Commence takes a completely different approach to selling their CRM software by first taking the time to understand the customers’ business, offering personal demonstrations and “try before you buy” programs that ensure the customer is comfortable with the CRM software and the value they will realize from it. Commence also has a large staff of experienced personnel who assist each customer with the implementation, making recommendations along the way with regard to implementing an appropriate lead qualification process and a structured sales methodology. The value of this service can be measured by the ROI Commence customers realize with Commence CRM and the number of years they remain customers. My point is simple. If you think you will impact the performance of your business with some low cost CRM solution that you purchase over the Internet you will be very disappointed. Many CRM solutions may appear similar, but the winning formula is all about the level and quality of service provided by the CRM vendor. This is what makes Commence a top rated CRM solution and differentiates it from the competition.
Commence CRM software is available on premise or as a cloud based CRM offering. To learn more about Commence CRM, visit the company’s web site at www.commence.com and see for yourself why Commence is the best CRM solution for mid-size and small enterprises.
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