Hoe selecteer je een CRM systeem? 6 slimme vragen vooraf

Door Dynamic Hands op

Een startup kan wellicht tijdelijk nog wel zonder CRM systeem, maar in de scale-up fase is een professioneel CRM systeem onmisbaar. Want hoe meer medewerkers er zijn, hoe beter je van elkaar moet begrijpen welke klantafspraken er gemaakt zijn. Daardoor spreek je dezelfde taal en voorkom je misverstanden. Dus ga je op zoek, maar waar let je dan op in het steeds groter wordende aanbod? Dit zijn onze zes slimme vragen vooraf:

Kun je doorgroeien?

Jezelf deze vraag stellen betekent dat je op voorhand al nadenkt of er op korte of lange termijn bepaalde bedrijfsprocessen toegevoegd moeten worden. Doe je dat niet, dan zal je op een later moment veel tijd en geld moeten investeren om al jouw waardevolle klantgegevens over te zetten naar een ander CRM systeem. Kijk daarom niet alleen naar de processen die op dit moment inefficiënt zijn of beter kunnen, maar vooral ook naar datgene wat er komen gaat.

Zit er niet veel teveel in?

Het bepalen van ‘teveel’ is natuurlijk voor ieder bedrijf verschillend. Toch zien we in de praktijk dat er nog weleens ‘overboden’ wordt. Allerlei functionaliteiten worden met de beste bedoelingen meegeleverd, maar het resultaat is dat het CRM systeem voor jouw collega’s en jezelf niet meer werkbaar is. Als je achteraf meer dan de helft niet gebruikt, dan is er veel onnodig geld uitgegeven.

Heb je wel een klantrelatie?

Het niet hebben van een klantrelatie kan ontstaan omdat je van plekken waar dan ook ter wereld een proefabonnement kunt downloaden. Op zich is daar niets mis mee. Wel kan het uitdagend zijn als je tijdens het gebruik op geen enkele manier een persoonlijke relatie kunt opbouwen. “Please leave your name after the beep, we’ll call you back as soon as possible”…

Is het CRM systeem AVG proof?

Klantgegevens zijn altijd privacygevoelig en deze vierde tip is daarom vooral bedoeld om niet te vergeten dat je zeker weet waar jouw klantdata staat. Zo heeft het Europese Hof de Europese Commissie op de vingers getikt omdat gegevens van Europeanen in Amerika niet veilig zijn. Maar hoe zit dat met CRM systemen in Azië? Dubbelchecken kan in dit geval geen kwaad.

Word ik geholpen met de implementatie?

Een belangrijke vraag, want waarschijnlijk zal het merendeel van de medewerkers met het nieuwe CRM systeem gaan werken. Als je dan alles zelf moet uitzoeken en jouw collega’s moet trainen, dan kan er een grote uitdaging ontstaan. Wij kiezen bijvoorbeeld bewust voor een stapsgewijze aanpak door eerst key users te trainen.

Welke andere software moet gekoppeld worden?

Deze laatste vraag heeft vooral met efficiency te maken. Dat je bijvoorbeeld een LinkedIn profiel van een nieuw contactpersoon gelijk kunt importeren, maar ook bijvoorbeeld dat boekhoudkundige gegevens geïntegreerd kunnen worden.

Zijn er nog meer vragen?

Ongetwijfeld, bijvoorbeeld over hoe je het selectieproces aanpakt. Heb je na het lezen van deze blog aanvullende informatie nodig, neem dan vrijblijvend contact met ons op. We helpen je graag aan een CRM oplossing die op al jouw vragen de beste antwoorden geeft. Ieder bedrijf is immers uniek.

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