What are the potential drawbacks of having a CRM?
There are a number of reasons why a customer relationship management (CRM) solution may not produce the anticipated results.
There could be a lack of commitment on the part of firm employees to adopt a CRM solution. Changing to a customer-centric approach may necessitate a cultural shift. Unless everyone in the company is committed to observing their operations through the eyes of their customers, there is a risk that customer connections will break down at some point. The result is customer dissatisfaction and eventual loss of revenue.
Buy-in might be hampered by a lack of communication. To make CRM work, all relevant personnel in your company must understand what data you require and how to use it.
Any CRM deployment plan could be hampered by poor leadership. The onus is on management to set an example and insist on a customer-centric approach to all projects.
Don’t implement a proposed plan if it isn’t right for your customers. Return your teams to the drawing board to come up with a viable solution.
Trying to implement CRM as a complete solution in one go is a tempting but risky strategy. It is better to break your CRM project down into manageable pieces by setting up pilot programs and short-term milestones. Consider starting with a pilot project that incorporates all the necessary departments and groups but is small and flexible enough to allow adjustments along the way.