A guide to choosing the best CRM for your business

In today's business landscape, where customer relationships are the backbone of success, leveraging technology to foster these connections is non-negotiable. This is where Customer Relationship Management (CRM) systems come into play, acting as the central hub for all interactions between a company and its customers. But what exactly are CRM systems, why are they so critical for your business and how do you choose the right one among so many? That's where Empaua steps in. With our expertise of 10+ years of CRM implementation, we're here to guide you through the world of CRM and select the right one that fits like a glove.

What Are CRM Systems?

Beyond the Spreadsheets

Let's start with a truth many have come to realize, often after much trial and error: Excel is not a CRM. While spreadsheets might have been the go-to for managing customer information in the early days of business computing, today's CRM systems offer a galaxy far beyond the static cells of Excel. 

A CRM system is a dynamic platform designed to manage all your company's relationships and interactions with both current and potential customers. It not only stores customer information but also helps schedule follow-ups and organize workflows, empowering businesses with up-to-date, personalized communication strategies that drive growth. By centralizing customer information, CRM systems make it easier for businesses to access, manage, and analyze data to make informed decisions and personalize customer experiences.

Does Your Business Need a CRM?

Now that we've established what a CRM system is, let's pause for a moment to consider whether your business needs one. The signs might not be as obvious as a neon arrow in the sky, but they're there in the day-to-day operations and challenges your business faces. 

Before jumping onto the CRM bandwagon, ask yourself these pivotal questions to determine if a CRM system is right for your business:

1. Lead Management: Are you finding it difficult to track and manage your sales leads? A robust CRM system can help you track and close deals faster while nurturing potential long-term customer relationships. With the right tool, you can qualify your leads, and have a good overview of your team's pipeline, including next steps, current status, and any applicable offers or discounts.     
2. Sales Reporting and Forecasting: Do you dread monthly sales reporting and forecasting revenue because of its complexity or inaccuracy? CRM systems are equipped with advanced reporting features that not only streamline the process but also enhance the accuracy of your sales forecasts, helping you predict future revenue with confidence.
3. Data Analysis: Are you overwhelmed by data but underwhelmed by your ability to analyze and make sense of it? CRMs nowadays equipped with AI technology can dissect large data sets to reveal patterns, predict trends, and offer valuable business insights, transforming vast amounts of data into a roadmap for strategic decision-making.
4. Marketing ROI: Is the return on investment (ROI) for your digital marketing campaigns unclear or disappointing? A CRM could help you bridge the gap between your campaigns and your sales opportunities whether you are a B2B or a B2C business. It is crucial that you understand and optimize your marketing strategies for better results with a tool that allows you e.g. to create customer journeys that are easy to track and set up. 
5. Customer Service: Is providing consistent and effective customer service a challenge? A CRM could be the right solution as it not only streamlines interactions but also incorporates tools like web-to-case and email-to-case functionalities, alongside creating an accessible knowledge base.

If you nodded along to any of these points, it's worth considering a CRM to enhance your business's efficiency and growth.

How to Choose the Right CRM System for Your Business?

After assessing your business needs with the questions above, picking the right CRM is your next strategic move. It’s not just about what a CRM can do; it's about what you need it to do for you. Here’s how to hone in on the CRM system that’s the perfect fit for your business operations:

• Features and Capabilities: Look for CRMs that excel in the areas you need most. If lead management is your pain point, prioritize CRMs with strong lead tracking and nurturing features. Need better customer insights? Opt for a CRM with advanced analytics. A system like Salesforce with strong lead-tracking and nurturing capabilities alongside Einstein Analytics, which provides advanced AI-driven analytics, can let you have the best of both worlds.
• Scalability: The CRM you choose should be able to grow with your business. Whether you're adding more customers, more sales channels, or more team members, ensure your CRM can handle this expansion without hiccups. A CRM like Salesforce can easily accommodate an expanding customer base and offer a robust app marketplace to extend its functionality.
• Customization and Integration: The ideal CRM should blend seamlessly with your current tech stack. For example, Salesforce offers over 3,000 integrations and add-ons through Salesforce AppExchange, such as Adobe Sign, DocuSign, Slack, Mailchimp.
• User Experience and Support: A CRM with a steep learning curve can hinder adoption. Choose one with an intuitive interface and strong vendor support. Salesforce, due to its high level of customization, requires a steeper learning curve. Both offer comprehensive support through various channels: phone, chat, and email.
• Pricing: Finally, weigh the cost against the benefits. An expensive CRM doesn’t always mean better, especially if you won’t use half of its features. Consider not just the subscription cost but also the cost of add-ons, and premium features as well as the potential return on your investment.

Remember, the right CRM should make your life easier, not harder. It should give you a clear view of your business, a closer connection to your customers, and a path to growth that seems almost tailor-made for your company.

How the Right CRM System Transforms Businesses

There's no better way to illustrate the impact of choosing the right CRM system than through success stories from businesses that have embarked on this journey. 

The story of Impact Acoustic serves as a prime example of the transformative power of the right CRM system. Impact Acoustic, an eco-conscious leader in acoustic design, once grappled with scattered data, manual processes and sluggish lead handling due to a growing partner network. With Empaua’s help, we have successfully implemented a range of transformative Salesforce CRM solutions. The result? We revolutionized their operations — streamlining lead management, improving lead tracking and automating sample box processing, unifying their sales and marketing efforts, and ensuring that their Salesforce CRM will evolve with their needs for the future. For a detailed exploration of Impact Acoustic’s success and other companies from various industries, visit our customer success stories.

Wonder if Salesforce is the right platform for you?

Understanding the value of Salesforce and the benefits it brings to your business is important for you to make the right decision regarding your customer platform.

Let our experts guide you, hold a customised demo for your business in the world's number one CRM, and answer your questions. At Empaua, we have over 10 years of CRM implementation experience and a strategic approach to digital transformation, we can help you unlock the full potential of such a powerful CRM like Salesforce and offer tailored solutions to your unique needs. With our rich history of empowering 20+ unicorns and over 1.3K projects completed, Empaua doesn't just help you choose the right CRM;  we will guide you towards achieving your business goals, ensuring a successful digital journey. 

Contact us today!