Capitalise on CRM in 2014

Following a resurgence of interest in CRM software for business leaders, Xperience Group offer advice to businesses looking to invest in CRM in 2014.

A Gartner Research survey highlighted the top priorities for business leaders moving into 2013 and 2014 were growing the business, improving customer satisfaction and responding to customer needs.

Each of these business aspirations point to CRM software and indicate a growing interest in CRM software. CRM software by nature lends itself to identifying and responding to customer needs as it provides a central repository for customer information, which can be used to gain a better understanding of customers and their needs. From a better understanding of customers it is possible for CRM users to improve the customer experience, which results in increased levels of satisfaction and in turn more sales.

For businesses seeking a new CRM solution there are a number of challenges faced, the choice of CRM systems, vendors and partners is greater than ever which can make the process daunting. Neil Slater, General Manager at Xperience Group comments, “The CRM software landscape is unrecognisable when compared with its beginnings in the 1980s. However, there is something that has remained the same – you get out what you put in.

“Therefore, when a business embarks on a CRM software project is important to have a proper CRM strategy in place. It is also important to engage with all users from the beginning in order to ensure they understand the reasons behind the change. If you get buy in from users from the outset they will understand the value of CRM, and rates of user adoption will improve, along with the success of the implementation.”

For businesses that need assistance with CRM purchase considerations, Xperience Group has compiled a CRM Buyers Guide. Download the Xperience Group CRM Buyers Guide here.