Challenges of CRM Implementation: 9 Big CRM Problems Solved

When it comes to customer relationship management (CRM) and moving to the cloud, many business owners walk a line between confusion and fear. The perceived challenges of CRM platforms can be enough to deter companies from making the switch at all.

And yet, we’re in an era where standing still isn’t an option. The cloud is widely regarded as a vital part of business in the future.

Today, CRM software is the biggest software market globally and the growth isn’t slowing down. In fact, CRM is now expected to amass over $80 billion in revenues by 2025.

One of the main reasons for the growth of CRM is accessibility. Businesses want real-time access to customer data, with mobile and cloud solutions leading the way.

In this article, we’ll explore the challenges of CRM implementation to understand what you may encounter during a transition to the cloud. Plus, we’ll share lots of tried-and-trusted strategies to help you overcome CRM problems.

👉👉Conquer CRM implementation challenges, streamline your sales process and boost revenue using EngageBay – the simple yet All-in-One marketing and sales CRM for growing companies. Get FREE lifetime access (up to 15 users) from here 🏆🏆

9 CRM Challenges and Issues to Watch Out For

  • #1: Convincing Your People to Change
  • #2: Getting Approval from Management
  • #3: Handling Data Security
  • #4: Leaving Favored Programs and Software Behind
  • #5: Dealing with the Time and Cost of CRM Implementation
  • #6: Trusting the Technology
  • #7: Choosing the Wrong CRM
  • #8: Lacking Scope Clarity
  • #9: Managing Integrations

You don’t need to move to the cloud to understand the challenges of CRM t. However, when you’re considering the switch, the prospect can suddenly magnify all these aspects of the business.

Everything from how you manage your time, costs, people, and data will be impacted, which can pose serious trouble for companies that aren’t adequately prepared.

Thankfully, cloud migration isn’t as daunting as it may first seem.

Let’s take a look at nine challenges of CRM implementation you can expect, and learn how to handle each of them.

CRM Challenge #1: Convincing Your People to Change

Challenges of CRM - SlidePlayer study
Image Credit: SlidePlayer

Problem

Perhaps you think the toughest challenges of CRM implementation will be technology-related.

You’d be wrong.

The technology can be intimidating, but out of all the CRM problems you’ll face, the one that will give the most trouble will be the people.

In a startup with a young workforce, the transition will be relatively easy. However, it’s an entirely different ball game when faced with the task of convincing older staff members to learn how to use a CRM service and change their ingrained practices. Old habits die hard!

Whereas some people will embrace innovation and change, others will resist. While a CRM service can help break down silos in your organization, the mere suggestion of overhauling how everything is done in your marketing, sales, and customer service teams may actually cause divisions among your workforce.

Some employees may worry that their job is under threat or lament that the company is losing its human touch, while others may harbor concerns about getting to grips with the technology.

Solution

Quite often, the reason that people struggle with cloud migration is that the company doesn’t have a clearly defined strategy for the changes ahead.

For a transformation like this to be a success, managers must nurture a culture of learning and digital innovation. This needs to be encouraged from the top-down. By learning as a team to help one another upskill on the new processes and CRM features, your company can move forward as one.

Soon enough, even the more reluctant team members will see how the benefits of CRM implementation can help the company thrive in the digital age.

EngageBay has a dedicated support team, as well as an in-depth knowledge base, and demo videos to help streamline CRM implementation in your business.

CRM Challenge #2: Getting Approval from Management

Challenges of CRM - Salesforce benefits of CRM

Image Credit: Salesforce

Problem

What happens when the resistance comes from the top?

Getting approval from management is one of the biggest challenges of CRM implementation. The sales team may think the company could benefit from moving to the cloud, but the C-suite members may take some convincing.

Ultimately, they’ll have the authority to make it happen, but their concerns about technology, pricing, or huge disruptions to the existing business will need to be assuaged.

Solution

Whereas management can overcome resistance in the workforce by instilling a digital culture, the same tactic will not immediately garner success when the workforce has to convince management. In fact, that made only be met by more reluctance.

Instead, managers need to understand the benefits of a CRM service. To persuade managers to give CRM a chance, employees must speak in terms that managers care about. In other words, you need to prove it adds tangible value to the company, both financially, and in regard to overall performance.

Sales teams can highlight success stories from competitors, showing how it can boost the bottom line.

Marketers may point to the benefits in brand awareness and image, as well as the potential to leverage data for greater results.

Customer support teams can explain that a CRM service will allow them to build stronger relationships with customers, and reduce the time spent dealing with complaints or service issues.

When managers have a clear understanding of what the company can gain in terms of profits, people, and productivity, they are more likely to give the green light.

CRM Challenge #3: Handling Data Security

Challenges of CRM - Cynoteck graphic data security

Image Credit: Cynoteck

Problem

According to Entrepreneur, the big data industry is going to be worth $77 billion by 2023. In terms of your business as a single identity, the data you have about your consumers and the past-performance of marketing and sales efforts is a crucial component for all future operations. Your company data is arguably the most valuable asset you have.

Therefore, anything that compromises this data is bound to be a concern. Many people prefer to keep their data on a local server, so the idea of moving it all to the cloud can be a sticking point.

As onboarding to a new CRM platform will involve gathering and transferring vast reserves of data, you need to be sure you have a system you can trust. There are enough challenges of customer relationship management without losing your treasured data to a technological mishap.

Solution

This all comes down to choosing the right CRM service. You want one that will make data importing easy and intuitive, allowing your company to make a smooth transition to the cloud with just a few clicks.

Data is so integral to business today, and all your teams can tap into its raw potential. With a top CRM platform, everyone will find it easier to store, organize, and track data, so that they can get actionable insights and put them to good use in their sales or marketing efforts, or to offer a better level of customer service.

Also, with a platform like EngageBay, all your teams will be able to use data to excel at cross-channel marketing, which enables you to offer a better customer experience.

👉👉Conquer CRM implementation challenges, streamline your sales process and boost revenue using EngageBay – the simple yet All-in-One marketing and sales CRM for growing companies. Get FREE lifetime access (up to 15 users) from here 🏆🏆

CRM Challenge #4: Leaving Favored Programs and Software Behind

Challenges of CRM - Zapier integration

Image Credit: EngageBay

Problem

Next up on our list of challenges of  CRM is the potential disruption to your existing processes. Even if you manage to convince everyone to get on board with your new digital culture, there still remains the sizable feat of actually changing how things are done.

Baby boomers may cling to email, and millennials may worry about having to give up their favorite project management apps. While the workforce may be ready to compromise, the consensus may be that nobody will get what they want.

Solution

Nowadays, CRM implementation doesn’t mean giving up all of your existing programs and processes. Instead,  it offers your company a way of bringing them all together. With a unified system, you can still use various tools as integrations, allowing each team to continue using their preferred services as a plug-in to the main CRM service.

EngageBay offers over 1000 integrations through its partnership with Zapier, which allows you to use a lot of popular enterprise tools, including:

  • Asana
  • ClickUp
  • Google Analytics
  • Google Docs
  • Google Sheets
  • Gmail
  • HubSpot
  • Mailchimp
  • Microsoft Office
  • Salesforce
  • Shopify
  • Slack
  • Sumo
  • WooCommerce

As a result of this immense versatility, you can have seamless integration across your organization, which helps create a work atmosphere that thrives on strong communication and close collaboration.

Soon enough, this integration will deliver an uptick in key metrics across the board, from engagement and lead generation to sales and customer satisfaction.

CRM Challenge #5: Dealing with the Time and Cost of CRM Implementation

Challenges of CRM - CRM costs

Image Credit: Diceus

Problem

Remember that digital transformation doesn’t happen overnight.

Although the process is relatively simple, it still takes some time and a lot of bandwidth to move data, especially if you have a lot.

Also, people need time to get used to the new CRM service. It may be weeks or even months before some members of your workforce are entirely comfortable tackling common CRM issues and challenges by themselves.

All this time that you invest in CRM implementation takes away from running your business, and of course, it entails additional costs for technology, training, and maintenance.

In March 2019, Harvard Business Review reported that $1.3 trillion was spent on digital transformation last year, and about $900 billion of that was ultimately wasted.

You may wonder if it’s worth the hassle.

Solution

Just like any other major project in marketing or sales, you can crunch the numbers in advance to figure out the potential return on investment (ROI) that a move to a CRM platform can generate.

Research indicates the ROI of CRM services is very positive, yielding almost $9 for every $1 spent, and slashing labor costs by 40%.

You should keep your long-term business goals in mind when estimating the costs of moving to the cloud. Look for opportunities to save money by moving rarely-used in-house services first.

By doing your due diligence, you can devise a strategy that maximizes productivity throughout the transition. This will ensure expenses are kept to a minimum and help you conduct training and data transfers in a time-efficient, cost-effective way.

CRM Challenge #6: Trusting the Technology

Challenges of CRM - use chart - Superoffice

Image Credit: SuperOffice

Problem

Before you can finally put your trust in the cloud, you need to know that the infrastructure is something you can rely on, and that is scalable as your company grows.

Not only must it be a secure place for your data, but the software must be fully-equipped for everything your business needs.

If it’s not, your business operations could be hit in a big way, and constant disruptions may have a negative impact on customer experience.

It may even tarnish your brand reputation and hamper your ambitions for growth, making this one of the biggest CRM problems you can face.

Solution

Don’t dive into a CRM service without thinking. Do your research to get the full picture of what it offers. Ask important questions, such as:

  • How does it deal with outages or crashes?
  • What mobile coverage does it have?
  • How is customer service?

Mobile CRM is a big priority nowadays, and so you should keep that in mind when considering cloud migration. SuperOffice reports that the rise of mobile CRM is attracting more companies to make the switch, and it is also helping businesses generate more sales.

You should look for the best CRM service that can cater to your specific needs in the current digital landscape. After that, you will have the foundation to grow your business in the cloud.

CRM Challenge #7: Choosing the Wrong CRM 

Problem

This is one of the toughest challenges of CRM to overcome. We have seen many people pay as much as $20,000 for a CRM system, only to find them unhappy with it. Why? Because they soon find out that it’s not a good fit for their company. However, the idea of replacing it and shifting to a new CRM system scares them to death. 

Solution

Carry out a very meticulous selection process before buying the CRM system. After all, choosing the right system is crucial for your company’s success. Never buy a CRM system in a rush. Clearly define your workflow, prepare requirements to CRM, and consider who will use the system before you zoom in on one system. 

CRM Challenge #8: Lacking Scope Clarity

Problem

One of the biggest CRM problems is to lack scope clarity, which also results in budget overruns. You don’t commit adequate time and budget to requirement discovery, or end up underestimating integration effort. Plus, many companies fail to anticipate the quantity and quality of data to be migrated to the new CRM.

There are also chances of underestimating end-user resistance and major costs such as training costs, infrastructure costs, customization, and implementation costs.

Solution

Conduct workshops to identify requirements in detail and adopt agile project methodology that allows early detection of these CRM problems. An agile project methodology is an iterative approach that focuses on continuous improvements and incorporating feedback with every iteration.

CRM Challenge #9: Managing Integrations

Problem

Although several prospective CRM users understand what benefits a CRM system has in store, others are apprehensive about the potential gaps in the system. Some users are concerned that CRM will not offer the integrated functionality they need. As a result, they think it will create gaps in collaboration with marketing, lead generation, communication management, ticketing, internal communication, and other crucial business functions.

Solution

Modern CRM systems offer integration capabilities that provide you with an ever-growing productivity toolbox. You can use these integrations to transform your basic CRM into an efficient and robust sales tool.

Before buying a CRM system, think about all the integrations you might need. This decision will mainly depend on the design of your sales process. For instance, if you want seamless integration between your sales and marketing processes, you may want to prioritize MailChimp, Zapier CRM, and WordPress integrations.

The Challenges of CRM Are Worth Fighting 

There you have nine key challenges of CRM implementation that carry grave consequences if handled poorly. These CRM problems can cost your business a lot of time and money. Also, you may lose the trust of your employees and your customers. However, it is possible to conquer these CRM challenges when your organization works together as a unit. 

The CRM systems aren’t just for large enterprise businesses anymore. What was initially a cost-prohibitive technology has now become affordable for any company, regardless of your size. For example, the Bespoke Collection, a wine producer and lifestyle brand based in California, uses CRM technology to enjoy an in-depth look into its customers beyond the frequency of their visits, and monetary value.

Do you know, digital transformation spending will top $2 trillion by 2023? So, if you wish to survive in this era of Digital Darwinism, you gotta pull up your socks and leverage technology that helps you establish and improve customer relationships. Bear in mind that like any major transition in business, CRM implementation takes time, effort, patience, and money. However, the benefits of overcoming common CRM problems are well worth the effort.

 

👉👉Conquer CRM implementation challenges, streamline your sales process and boost revenue using EngageBay – the simple yet All-in-One marketing and sales CRM for growing companies. Get FREE lifetime access (up to 15 users) from here 🏆🏆

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