Disconnected and disparate systems will hold back your growth and efficiency
Some businesses have existed for over 10 years without ever using a CRM, and wonder why they would need one now.
The answer primarily relates to technology. The internet and the other modern technologies are very different than they were 10 years ago. These changes have been quick and significant, and it’s important to make sure that your business can scale effectively.
If you do not use a CRM system or another structured database to manage all of your customer relationships, you probably required separate systems to handle different areas—marketing, sales, order processing, order fulfilment, service function, etc.
You may have used five or six different systems to coordinate customer relationships. Perhaps you had the manpower to manage those systems individually many years ago, but at some point, the business will grow and you won’t be able to handle that infrastructure. You need a single, centralised, streamlined database store your business’ information in. This need will likely become apparent if you try to explain six different systems to new people in business.
If you have lasted 10 years without one, why do you need a CRM now? If you want to grow your business and take it to the next level, you will need a structured CRM system. You want to consider the culture of your business. With a solid CRM system in place, you can show that you value customer relationships and the ability to access accurate customer information as efficiently as possible.
We have all experienced the difference that a CRM system makes when dealing with customer call centres. You can tell when a customer call centre is looking through notes or different systems, and it takes a long time to answer a query. They might even give you the wrong information. But the smooth, efficient call centres use well-structured, well-built CRM systems as their single database.
If your business has been working fine for 10 years without a CRM system, now is the time to look at investing in a CRM system that will help you scale your business more effectively for the years to come.