Factors To Consider When Choosing A CRM

A quality CRM is designed to efficiently manage data across varied customer profiles, while also giving you the confidence to relate to each in an organized and professional manner. When choosing a CRM (Customer Relationship Management), consider that is the number one tool in the arsenal of the sales team, and will enable building and maintaining long-term relationships with contacts and customers.

Managing customers means a greater ability for businesses to win more deals, ensure higher lead generation, and boost overall sales.

When a company does decide to invest in a CRM system, it is prudent to ascertain it’s the right one for their business needs. To begin with, it’s better when choosing a CRM to consider that it provides an ideal match with your daily business practices. It should have all the right solutions to daily problems and hiccups which you face, or are likely to face along the way.

Seamless Accessibility and Scalability

Convenience to the user is a given necessity with every product, and CRM system is no exception. Apart from multiple platform accessibility, the ideal CRM should be cloud-friendly, giving access wherever and whenever you wish, and low overhead costs compared to on-premise solutions.

The most popular CRM companies enable access to the cloud when needed apart from phone, desktop and any smart device. Not only does this enhance connectivity and ease of use, but also efficiency and productivity; users can then have the freedom to choose the platform which they find most convenient at any given time. Another item to consider is scalability; will you be able to easily add users as your company grows?

Market leading CRM companies such as Salesforce, Zoho CRM, and Microsoft Dynamics 365 offer the most relevant features, vital to businesses with multi-platform accessibility. Other options include SugarCRM, HubSpot CRM, Daylite, and many others.

Not Limited to Sales

There are many CRM’s in the marketplace, but the one that is a perfect fit for you is the one that complements how you work. It will work with your team through every step of the sales process, from receiving a lead to closing a deal.

It should come with built-in flexibility to customize and make any changes that may happen in the future. And most importantly, it should extend its benefits across teams, and enhance every aspect of the business process, be it sales, customer accounts, marketing, or customer service.

A powerful CRM solution should build a strong inbound strategy to convert any leads into potential customers. Combining smart features and functionality, it will close many gaps across departments, and boost productivity across the user base.

Customization and Reporting

Within each business, departmental procedures can vary greatly. Therefore a quality CRM should be highly customizable to suit every company’s needs.

If the sales system can be customized right down to the level of every user, it can prove an invaluable asset to the company. You do need software that can give you insights into your data through reporting that happens across the board, allowing you to raise your profitability.

Zoho CRM is an excellent example of extremely adaptable software that is equally easy to use for small and medium businesses, as well as large-scale, multi-stage operations. Apart from customization, it also integrates easily with other Zoho and third-party products to give you complete control over your sales pipeline.

Ease of Use

As most businesses know, getting employees to adapt to any new system is a herculean task. An easy-to-use CRM is much more likely to be accepted and used, creating better value for you and your team.

When the design is easy to understand and use, analyze and interpret with simple analytics, and to report, most employees are happy to experiment. It is also easier to train users on such a simple system as a successfully implemented system must enhance productivity and not vice-versa.

Salesforce is an excellent option for businesses of all sizes that offers all the benefits for a well-managed and integrated CRM, along with the most user-friendly interface. It is currently the most popular and widely adopted CRM in the world, and is also competitively priced.

It Supports Integration with ERP and Other Apps

Seamless connectivity is the essential any business, due to its impact on the cost. To help give a 360-degree view of sales and marketing, companies use a variety of solutions, and therefore, integration with ERP is a vital aspect of modern CRM software.

Seamless integration allows you the freedom to better communicate with customers and peers by reducing time and effort. It also gives a better view of the customer data to enable challenges and better handle customers. The better CRM’s will sync all tools or allow effortless integration with social media platforms, as well as third-party software.

CRM’s such as Zoho and Salesforce allows easy synchronization with ERP’s through Commercient SYNC, the #1 data integration platform for sales, which merges your ERP data into the CRM, enhancing the efficiency of your sale system.

Customer information, terms, serial numbers, inventory, bill to and ship to addresses, invoicing, branch / division details, and more, are just some of the ERP data you’ll be able to access directly in your sales system. New orders and new and updated customers are SYNC’d from CRM to ERP.

Another integration option is Commercient’s IoT Pulse, which connects your ERP to over 815 apps, such as HubSpot CRM, eCommerce solutions, marketing programs and more. It is a great way to streamline and automate certain processes in your business.

The Reputation of the Provider

There are plenty of CRM options available in the market today, it is little doubt that buyers are confused and overwhelmed. Research and reviews indicate that bigger may not always be better, neither can the price be a deciding factor to reliability. However, reputation or stability of a brand or provider does indicate that your investment is safe.

You can be certain that good software providers back up their products with excellent service, training and tools that may be needed for seamless use of their product. Choosing a company with a proven track record vs. a newer one always works to advantage by assuring all your data is safe in the present and the future.

A case in point is Microsoft Dynamics 365, which is backed by a certified provider whose name is all you need for peace of mind. Besides, it gives you all the benefits of a modern-day CRM with proactive features geared towards ensuring business success through better insights into all aspects of customer behavior.


Even the best software solutions need support services from time to time. After-Sales support may be included together with the license or separately, depending on the CRM provider or the package. Also, all leading CRM providers have a database of certified developers, making it easy for organizations to find independent consultants, apart from their own support teams, to solve any issues when they come up.

In-house training can be easily sorted when expertise is easily available in the market. These consultants usually have a sound relationship with the CRM software company, and can offer solutions at a fraction of the cost. Therefore, work goes on without significant interruptions.

One such company that can help implement your CRM, plus provide proper training, is our partner Edgeware. With many years experience, Edgeware is a Salesforce Silver Consulting Partner who has had many successful Salesforce implementations for a variety of businesses. Please contact them today to learn more about CRM implementation.

Cost of the CRM

As we know, everything comes with a budget and small, and medium-size companies do have to weigh the pros and cons of pricing when choosing a CRM.

Companies must carefully review what features the cost will cover, and what may need additional investment. The budget must take into account training, after-sales service, future upgrades and should be accounted for along with the initial payment. Any necessary integration, customization or any new equipment that may be required, and come with a price tag.

There are many cost-effective CRM solutions available to suit every budget need. All you need to do is some research, and look for feedback from the listings, user databases or forums, so you can narrow down the right choice at your given budget. Other options include SugarCRM or NetSuite CRM that combine the best for both functionality and pricing.

To learn more about CRM for your business, such as Salesforce, please visit the site of our partner, Edgeware. If you’d like more information about integrating your CRM with your ERP with Commercient SYNC and IoT Pulse, please contact us today.

About the Author

Raj Adhi is a professional writer, editor and blogger. She has completed her Graduation in Chemistry and Masters in Journalism from University of Mumbai.