CRM is the reigning champion of the software world and is growing like never before, especially since the COVID-19 pandemic. With an expected annual growth rate of 10.35% from 2024 to 2029, the market is on track to reach a crazy $146.10 billion by 2029. If you’re looking for a sign to invest, the numbers are pretty convincing, and we even did a blog on the topic not too long ago that you can read here – “5 reasons you should invest in CRM”.
While investing in CRM is a smart move, setting it up can come with its own set of challenges. Make a misstep and you might end up wasting resources and missing out on golden opportunities. But that is what we are here for! (Hi). Buckle up and let’s navigate through the common CRM mistakes and how you can avoid them together.
1. Skipping the Planning Phase
Mistake: Jumping headfirst into CRM implementation without a plan is like setting sail without a map – you might end up lost at sea or, worse, crashing into the rocks of inefficiency. Without a clear strategy, your CRM might end up as a fancy digital paperweight instead of a powerful tool that drives your business forward. Although we like paperweights, we really do recommend not skipping this step.
How to Avoid: Start by putting on your strategic thinking cap and get planning. First, define your business goals – what exactly are you hoping to achieve with your CRM? Do you want to streamline your sales process, improve customer service, or maybe both? Next, map out which processes you want to automate and the data you need to collect. This phase isn’t just a checkbox; it’s your CRM’s roadmap to all the good things to come. No one wants a bumpy implementation and the stress of a system not giving you 100%.
2. Choosing the Wrong CRM System
Mistake: This step is super important and surprisingly overlooked. Picking a CRM just because it’s got the flashiest features or the lowest price is a no-go. Choosing a CRM without considering how well it fits your business processes and needs can lead to a lot of disasters waiting to happen. A common mix-up when looking at platforms is that actually some are CRM, Email Service Providers (ESPs) or Marketing Automation Platforms (MAPs) – don’t worry, we wrote an article about the differences between them here. While they all have similarities, each type serves a different purpose. So, do your homework! Avoid trying to fit a square peg into a round hole.
How to Avoid: When it comes to choosing a CRM, start by making a list of what your business actually needs from a CRM – ease of use, smooth integration with other tools, and solid support should be top priorities. Don’t be shy, book those discovery calls and test different systems and definitely get feedback from your team that will be using the CRM day to day. The goal is to find a CRM that fits seamlessly into your workflow and makes everyone’s jobs EASIER, not harder.
3. Not Looking After Your Data
Mistake: Having data that is inaccurate or incomplete creates another challenge during a CRM migration. Salesforce says that 91% of CRM data is incomplete. This leads to mistakes that make integrating systems harder with slower user adoption and generally just cause MASSIVE delays to the whole process.
How to Avoid: Establish solid data entry rules and conduct regular checks to keep everything in tip-top shape. Make sure your team knows the ropes of data entry and understands why keeping data clean is so important. After all, accurate data is one of the best-kept secrets to CRM success!
4. Underestimating User Training
Mistake: Neglecting to provide comprehensive training for your team can lead to it not being used properly, lack of those amazing CRM features and resistance to using it.
How to Avoid: Invest in thorough training programs for all users, ensuring they understand the CRM’s capabilities and how to use them effectively. Keep the support coming with handy resources like training videos, guides, and articles. Regular check-ins and feedback can help you spot any hiccups early on and tweak things as needed. The goal is to make sure everyone’s comfortable and confident with the CRM, so it’s a win for everyone.
5. Ignoring Integration Needs
Mistake: Forgetting to connect your CRM with other tools, like email platforms, accounting software, or customer support systems, can lead to disorganised data and inefficiencies.
How to Avoid: Make a list of all the tools you are using, from email platforms to accounting software and check if your CRM can easily integrate with them. This way you’ll avoid the chaos of disorganised data (and you know we hate that.) Get everything in sync, save yourself from headaches, and make sure you have a complete view of your customer interactions. It’s all about keeping things running smoothly and making your life easier.
6. Overlooking Customisation
Mistake: Using the CRM straight from the box without customisation can leave you with a system that doesn’t quite fit your unique business needs. There is nothing worse than investing in a CRM system that isn’t giving you what you need right away. Implement it and customise it to what you need.
How to Avoid: Take the time to tailor the CRM to your specific processes. Set up custom fields, workflows, and reports that align with your goals. By making the CRM your own, you’ll boost efficiency and keep your team happier and more productive.
7. Not Tracking Your Goals, KPIs or ROI
Mistake: Neglecting to track your CRM’s ROI can leave you guessing whether it’s worth the investment. Wouldn’t it be much better if you were tracking what was going right and wrong so that you could make changes?
How to Avoid: Before rolling out your CRM, take a moment to define clear goals – whether it’s boosting sales, improving customer retention, or saving time on everyday admin tasks. Implementing KPIs is crucial here; for example, tracking the number of new leads generated or the time saved on manual data entry. Regularly check in on these KPIs to see how your CRM is making an impact. This way, you’ll have real data to prove its value and adjust as needed to keep everything on track! If something’s not working, you can tweak it instead of waiting until it’s too late!
8. Neglecting Ongoing Maintenance
Mistake: We see businesses setting up their CRM and forgetting about it. This can lead to so many missed chances and worse – a lack of profits! Don’t let your CRM gather dust!
How to avoid: Keep your CRM in tip-top shape! Set reminders to check in regularly, update processes and tidy up your data. We recommend conducting an audit during your quieter times, if you are unsure of how to conduct one we have written a guide on how to perform a CRM audit here.
Are you looking for CRM support?
At WeDoCRM, we recognise the pivotal role Customer Relationship Management (CRM) plays in the growth and success of businesses. Our agency specialises in adopting an insourced model approach, providing bespoke CRM services, tailored to businesses worldwide. Building on our success, we are excited to announce the expansion of our services to cater specifically to SMEs.
If you are looking for CRM support, no matter what your business size, big or small, Contact WeDoCRM to discuss how our customised CRM services can drive growth and success for your business. Schedule a call today to explore the possibilities of our insourced model approach.
