Questions to Ask When Selecting a CRM Solution

Selecting a CRM system that fits your business needs and goals and a reputable provider that can help you make the most of the technology is essential, and asking the questions below will help you understand the capabilities and limitations of every solution you’re considering.

Is the CRM customizable?

Every business has unique needs, so a one-size-fits-all CRM might not be equipped with the tools your business needs. That’s why customization is essential, as it can allow you to augment the platform with the necessary capabilities. This could involve adding custom fields or objects, creating custom workflows or automation rules, or integrating with other tools and systems.

What is the pricing structure?

CRM providers may have different pricing structures, such as a per-user or per-feature model or based on the level of support provided. You should ask the vendor to provide a clear breakdown of their pricing structure, including any additional fees or costs associated with the software. This will help you decide whether the software fits your organization’s requirements.

Is the CRM cloud-based or on-premises?

Understanding the hosting options for your CRM solution is essential for several reasons, as it can affect the solution’s scalability, security, and maintenance. For example, cloud-based solutions offer more flexibility and are typically more cost-effective, while on-premises solutions provide greater control and protection. Consider your business needs and the resources you have available when evaluating hosting options.

What type of customer support do you offer?

Having reliable customer support is critical when using a CRM solution. With that in mind, look for providers that offer multiple support channels, including email, phone, live chat, documentation, or a knowledge base. You may also want to inquire about the availability of training and onboarding resources, such as webinars, documentation, or one-on-one sessions.

How does your software integrate with other tools and systems we currently use?

Your CRM solution will likely need to integrate with other tools and systems, such as your email marketing software, customer service software, or marketing automation platform. When considering a solution, the provider should explain how it integrates with other systems, if it offers any pre-built integrations, and what data can be shared between the platforms. This will help ensure that your marketing automation campaigns are correctly integrated with other systems and processes and that you have access to the data you need to make informed marketing decisions.

What security measures does the CRM have in place?

Since your CRM will contain sensitive customer data, it’s crucial to understand the security measures, like data encryption, access controls, and backup and recovery procedures. Look for providers that offer data encryption, user access controls, regular backups, and disaster recovery procedures. You may also want to inquire about compliance with data protection regulations, such as GDPR or CCPA.