Key Questions IT Leaders Should Ask About their CRM Solution

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There are several responsibilities that the average IT leader takes on. One of them is to balance the cost of investing in new solutions while making the most of what their enterprise already uses. Now, with all the focus on boosting customer loyalty and engagement, IT leaders are forced to find easier ways to manage data and put an end to data silos.

That’s where CRM solutions come in and IT leaders would be wise to consider them as strategic tools for the future. But before investing, there are a few key questions that need to be asked.

Can it manage data efficiently?

Gathering customer data from all sources can be challenging. This is because most of it exists in silos. This is a challenge that is often forced on to developers who, in order to overcome the issue, need to master APIs and proprietary programming languages.

So, to make sure there’s a comprehensive view of the customer, CRM solutions need to be open. They need to be compatible with various data sources and applications. They need to follow open standards in order to make the developer’s job easier.

In other words, IT leaders need to make sure that their CRM solution brings all data together, connects to any external system or source, offers flexibility to the developer and fits in with the existing IT infrastructure.

Can it be customised?

A business will grow, adopt new business models, and find different ways to engage with customers. Needless to say, its IT infrastructure needs to be scalable and able to adapt to these changes. Unfortunately, most CRM solutions don’t do this.

Instead of progressing ahead, they force businesses to continue relying on outdated or existing customer relationship models. A major part of creating positive customer experiences involves establishing relationships that work with the entire business ecosystem.

So, to put it simply, a customisable CRM solution should be scalable enough to offer support to new operations and use cases. Also, it should be able to provide personalised experiences to both the customer and the employee.

Finally, it should support all data, applications, and rules that apply to the business and the industry.

Can it be agile and scalable at the same time?

IT leaders must pay attention to business rules and internal process within the context of strategy. This is necessary for the purpose of accommodating new services, products, and customer-facing teams. Needless to say, the need for a task or business-specific applications becomes obvious when you consider all this.

In other words, you need an agile CRM solution that allows for the testing of innovative point solutions with minimal disruption, can scale without incurring major costs and accommodate current technical knowledge.

If you are looking to implement a CRM system which is both customisable and scalable or need some advice on how to best use your current system, contact us today. With iMovo’s technical expertise, implementation will be smooth and seamless, and we provide ongoing consultancy and training, tailored to your company’s needs. Our team of experts are also certified to answer all of your queries.