You were a new business owner, wide-eyed and eager to learn more about how to manage your growing clientele. That’s when you found your CRM, the answer to all your questions, your partner in client management. Maybe you thought you could make it together, but now it seems like it’s time to move on.
Here are some signs it might be time to dump your CRM, according to Microsoft Dynamics and Forbes.
Customers are complaining and no one is listening.
If you have been noticing a significant drop in loyal customers, take the time to check your reviews. Chances are there are quite a few unresolved complaints left on your social media and community management pages. A functioning CRM should have the ability to notify staff when a customer submits a review, positive or negative, and help respond to the unhappy customer in a sincere and personalized way. Resolving a complaint makes an unhappy customer 70 percent more likely to do business with you again. And that’s a number you just can’t ignore.
You’re not getting any new, quality leads.
We live in a world where the customer already has a lot of information. In order to have a successful transaction with a client, it’s necessary to provide targeted and specific context for individual audiences. If your CRM is not generating high-quality, data-driven, automated leads for you, then it’s not doing its job.
Your CRM was supposed to make things easier for sales, but not much has changed.
A well-fitted CRM should make it easier to do things like onboarding new team members and helping drive up sales. But sometimes it just doesn’t work like you expected. While sales initiative is not something a computer system can change, it is something that can be aided and honed in on through a great CRM. It gives your team opportunities to perfect their skills and can also demonstrate real, quantifiable data on what works, and doesn’t work, for a staff member.