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What is the hardest thing about finding, buying, or implementing CRM technology?
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3 Answers
The hardest thing is to remain independent off supliers opinion on CRM. When one starts evaluate CRM technology, he becomes badly dependent on supplier's imposed consulting thus risking to loose one's business-centricity, what leads to failure of all CRM project. Everyone shall never forget that in case of CRM implementing, business is a master, and technology is a servant.
For smaller businesses which tend to not be acclimated to formal process, often times the heavy lifting of the required preparatory due diligence gets shorted.
When a company's CRM team is informed and has a clearly defined "roadmap" of what they need and how it maps to their processes, it is much easier for them to see through the CRM vendor's story and ascertain what's "good" in the offering and what is vapor...
While it may be helpful in certain circumstances to have outside assistance drawing such a roadmap up, it is not likely necessary for many SMBs if they can get themselves to be disciplined enough to just commit to doing it.
Return on Investment.
This is the single biggest issue around CRM - always has been, always will be.
How do you quantify the benefits and justify the investment? How quickly will it pay back?
What is the lifetime cost of CRM - whatever the flavour?
Only by working in a systematic and measured manner to produce a strong business plan and ROI model can you overcome this. This needs to be consistently validated against reality to support your investment.
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