Problems in the CRM

Just like anything else, CRM systems have some shortcomings that they need to overcome. The technology is still new and has a lot of room for improvement.

Below are the main disadvantages that prevent CRM systems from becoming a perfect solution for every business:

customer dissatisfaction

Although several companies have implemented CRM systems to focus on their customers, some customers are still unhappy with their execution.

They refer to CRM as “technology that delays” or “stops” service. For example, many of them find automated voice systems (or Interactive Voice Response) a major headache and are looking to companies that have simplified their use.

According to a recent study by Accenture, poor customer service remains the number one reason consumers leave one service provider and switch to another, be it a cell phone provider or a credit card company.

Other factors heavily driving consumer churn include the lack of bespoke products and pointless corporate bureaucracies.

Authenticity of remotely hosted CRM services

Nowadays, many companies tend to outsource CRM. Sometimes the driving factor behind CRM system outsourcing is cost rather than vendor reputation. In such scenarios, it can happen that the CRM service provider and all official records disappear overnight. It is also possible that the information stored by the service provider will be used for other purposes.

A good CRM service always allows the company to back up/export data so that the outsourcing company is in control of the information. In some cases, corporate and government laws also prevent companies from keeping all customer information (like social security number, home number, etc.) in an external location.

BACA JUGA:  The growing cyber security risks for small businesses and how to counter them

Cost and complexity of setting up on-premises CRM software

Frequent technical expertise required for CRM system setups and upgrades makes the companies pay for the ongoing support of the application.

Security is becoming a corporate responsibility, which can be a concern for some – especially as it is the case with many applications, security patches are being rolled out and you have to install them very quickly.

As the business grows, so do the needs of a CRM package, and adding these extra features can get quite expensive.

Wrong vision for tomorrow’s needs

The bottom line is that sellers are only interested in things that help them sell more now.

A salesperson’s only resource is time; Your most important goal is to meet the quota or budget for that month, quarter, or year.

Yes, they’re worried in the long term, but if they don’t make quotas now, they know they probably won’t be worried in the long term.

It’s not entirely fair to say that CRM doesn’t benefit a salesperson in meeting short-term goals, as it does to some extent, but most salespeople find that without CRM, they can sell just as effectively in the short-term.

In other words, the benefits of CRM don’t seem to outweigh the amount of time and effort required to use the system on a daily basis.

train sales staff

As CRM is still evolving, companies need to invest enough time and money in training sales staff. The workforce should be able to assess how best to use the stored data.

BACA JUGA:  Online chat - good and bad at the same time

If they don’t use it (or the information they enter is outdated, inaccurate, or incomplete), they may be of little value to the company “unrolling” all that “junk data.” Inept call center agents can further aggravate the situation.

Essentially, companies that don’t provide service reps with adequate training or information or forms that get people struggling through repetitive, unsuccessful support systems will lose more customers. That’s not a big surprise.

In short, bad CRM is sometimes worse than no CRM at all.

Total
0
Share