Today, an effective Customer Relationship Management (CRM) system is crucial to a company’s growth and success. But don’t take our word for it. Take a look at how important CRM is, by the numbers:
- CRM market revenues will likely hit $82 billion by 2025
- 91% of companies with 11 or more employees have a CRM already
- Those that use a CRM see an average sales increase of 29%
But there are a few myths that persist about CRMs, often creating an unnecessary barrier for companies that need to embark upon a digital transition to ultimately enhance experiences for employees and customers alike. Check out the seven most persistent myths about CRMs, and read on as we explain why they’re fiction and not fact:
- CRM is complicated
This is perhaps the most common myth regarding CRM systems. Companies are often concerned that CRMs are difficult or complex, therefore generating too many possibilities for human error. And yes, the sheer scale of what a CRM can cover and do can certainly seem intimidating.
But in fact, automated processes are meant to reduce the potential for human error. And CRM systems are actually quite easy to use, since all the features, functionalities, and applications within are user-friendly, requiring only basic tech knowledge. This is because CRM platforms have evolved to become more user-friendly, prioritising flexibility and simplicity in their interfaces. And Zoho CRM has been ranked as one of the top three performers in both popularity and user ratings!
2. CRM is only for big companies
If you think that only large businesses can benefit from what a CRM has to offer, think again! Any company, regardless of size and industry, can benefit from this system – particularly if your goals are to provide excellent customer service and higher efficiency.
Yes, a small business also needs a CRM, but if you’re just starting out, you’ll want one that is scalable, meaning it will fit your current needs while allowing you to grow into a bigger future role. Your CRM should also ideally include data customisation, giving you access to what you need without bombarding you with an excess of data. Drowning in information is just as bad as not having enough information! According to Forbes, Zoho CRM is ranked a top CRM choice for start-ups and small businesses, meaning it will help you grow while keeping you from being overwhelmed.
3. CRM integration with other applications is too complex
You might think that CRM integration with third-party applications is complex – or maybe even impossible. Sometimes, these integrations are necessary, as they result in automated actions that expand your software’s functionality, preventing you from needing to toggle back and forth between systems.
In reality, a high-quality CRM system comes with a smart integration framework, ensuring that you receive the right data at the right time, enabling automation and orchestration of workflows and other key CRM processes across a number of applications, including phone systems, ERP, social media, and much, much more. When apps are integrated efficiently, CRM users will have access to a full 360-degree view of the customer. This has myriad benefits, including improved employee productivity and an enhanced customer experience!
4. Employees won’t easily adopt a CRM
“But what if my employees can’t adjust to a CRM?” You might be thinking. Fortunately, Repath Solutions has a strategy to help you get your team on board. As a company, we believe it is essential to reskill employees to ensure user adoption of new technologies. This means we deliver thorough training and manuals, customised to your company’s exact needs, meant to help your team effectively to use and capitalize upon your new Zoho CRM. Through proper training and encouragement, your employees will find that the CRM system boosts their productivity and makes them more effective in the workplace.
5. CRM systems can only be accessed from the office
Contrary to common thought, CRMs are easy to implement on the go, with your existing staff. As mobile CRM usage continues to trend upwards, representatives are increasingly updating contacts while out of the office, and voice texting has made manual data entry even easier. Representatives will be able to access real-time data and dashboards, even when out of the office; they’ll also be notified for important action items, and will be able to share files and manage customer service cases on the go.
6. The Cloud is not a safe place for data storage
Cloud-based systems can be scary – a simple breach could destroy a vendor’s reputation, possibly even driving them out of business. But in reality, CRM providers (and providers of any cloud-based service) are practiced experts when it comes to data security. Security precautions include:
- Storing data in multiple secure environments
- Backing up your data daily, and more than once per day if necessary
- Ensuring the use of secure connections and firewalls
- Implementing system integrity protection
- Monitoring your system via intruder detection technology
7. One size fits all
There’s a common misconception that one CRM system can’t match a business’ personalised customer process, especially if what they require isn’t a generic approach. But the good news is, they don’t have to! A comprehensive CRM solution will tailor the system to meet the business’ needs, optimising client interactions and providing even better customer service opportunities.
And through a partnership with Repath Solutions, you’ll receive a custom-made CRM system that addresses all your specific needs. From beginning to end, we’ll make sure that Zoho CRM works for you – and with you – across all aspects of what you do. Clearly a CRM is helpful, no matter how big or small your business may be, and no matter what sector you work in. Repath Solutions will help debunk all these myths in real life, bringing your business success via automation, productivity, development, growth, and customer experience.
Are you ready to embark on your company’s digital transformation? Reach out to us today.