Is your business outgrowing your CRM? It might be time for an upgrade! 

CRM

Do you ever feel your CRM can’t keep up? You’re not alone. Many businesses start with basic customer relationship management solutions, but as they grow, these systems often become limiting. This post explores when it’s time to upgrade your CRM, why strategy matters, and how a tech partner like Sirocco can help. 

The natural evolution of your CRM needs 

Picture a young start-up. Their contact list is a simple spreadsheet, a few phone numbers in their phones, and customer interactions are mostly via email. A free CRM solution fits their needs. Salesforce, HubSpot and other vendors have suitable starter plans. But as the business grows, so does their contact list and the complexity of their sales funnels and marketing campaigns. This is when a basic CRM can start to feel restrictive. At this point, your business might start to feel the pinch of the free CRM plan. You might find that the number of contacts you can manage is capped, or that you need more advanced features only available in a paid plan. This is a common turning point, marking the transition from a free CRM to a paid, more robust solution. 64% of companies see CRM technology as impactful, so an investment will pay off. 

Before small companies opt for a full-fledged CRM solution, they often use simpler, more affordable tools to manage their customer relationships. These can include spreadsheets, email clients, and even physical tools like Rolodexes (remember those?!). Here’s a common “evolution” of CRM use in a small company*

  1. Manual Methods: In the early stages, companies might use manual methods like keeping customer information in physical files.
  2. Spreadsheets & Email Clients: As the business grows, they might start using spreadsheets to organise customer data and email clients for communication.
  3. Basic CRM Tools: The next step could be adopting a basic CRM tool. There are many affordable or even free CRM tools that are perfect for small businesses. These tools can help with contact management, sales tracking, and basic customer service.
  4. Advanced CRM Solutions: As the company continues to grow and its needs become more complex, they might upgrade to a more advanced CRM solution. These systems offer more features like advanced analytics, automation, integration with other business tools, and more.

* Note that this is a typical path, and the actual “evolution” can vary based on the specific needs and resources of your company, of course. For instance, a tech-savvy start-up might start with a basic CRM tool right away, while a traditional small business might stick with manual methods or spreadsheets a bit longer.

Common limitations of entry-level CRMs 

Entry-level CRMs can be lifesavers for startups, but as your business scales, their limitations become glaring. Your contact list explodes, and social media and marketing tools pump in valuable customer data, yet your solution can’t handle the influx. This fragmented data creates a blind spot – you can’t see the complete customer picture. Basic CRMs simply don’t have the muscle you now need. Advanced reporting, marketing automation, and project management features become essential, but your current system lacks them. To make matters worse, performance suffers as your contact list outgrows its capacity. 

However, limitations extend beyond functionality. Some basic CRMs feature clunky interfaces that frustrate your team, hindering adoption. Without proper CRM training, its full potential remains unrealised. Data quality suffers as duplicates and inaccuracies creep in. The final blow? Siloed information – your CRM doesn’t integrate with other business systems in your tech stack, creating frustrating disconnects. These roadblocks can cripple your sales management, hindering growth and ultimately leading to its demise. 

The importance of strategy in CRM evolution 

Upgrading your CRM shouldn’t be a knee-jerk reaction. A successful transition hinges on a well-defined strategy that puts processes before technology. The first step is to define your business goals. What do you want to achieve with your new CRM? Goals could include improving customer retention, streamlining sales processes, or gaining deeper customer insights. 

Before you can improve your processes, you need to understand them. This involves mapping out your current processes, identifying bottlenecks and inefficiencies, and determining what needs to change. Once you have a clear understanding of your current processes, you can identify the needs of your users. By getting input from different departments such as sales, marketing, and customer service, you can understand their pain points and desired functionalities. This will help you choose a CRM that meets the needs of all users. 

With a clear understanding of your current processes and user needs, you can start to design your future processes. These should be efficient, user-friendly, and aligned with your business goals. Remember, the technology should support your processes, not dictate them. Once you have defined your goals and designed your processes, you can choose a CRM that supports them. This involves developing a comprehensive plan for migrating your existing customer data to the new CRM seamlessly. This includes cleaning your data, mapping fields between the old and new CRM, and testing the migration process. 

Finally, a CRM is only as good as the people who use it. Providing comprehensive training to your team ensures they can leverage the full potential of your new or improved CRM. By focusing on processes before technology, you can ensure that your new CRM supports your business goals and meets the needs of your users. This approach helps avoid common pitfalls and ensures a smooth transition to your new CRM. Remember, the goal is not just to implement a new technology, but to improve your business processes and outcomes. Our Sirocco teams can help you every step of the way.

Choosing the right CRM solution 

With a clear strategy in place, you can now evaluate CRM solutions. Consider scalability: choose a system that can grow with your business. Look for customisation options; the CRM should adapt to your specific workflows. Lastly, ensure the CRM integrates seamlessly with your existing marketing automation tools, email platform, and other business applications. We work with many leading CRM solutions including Salesforce, Microsoft, HubSpot and others. With over 15 years of experience in the CRM business, we have earned the trust of upwards of 300 clients. We would be delighted to help you on your journey to better customer relationship management and sales automation. 

Partnering with Sirocco 

Transitioning to a new CRM or upgrading an existing one can be a complex process. A technology implementation partner like us can be your guide. We can help you choose the right CRM solution based on your needs and budget, handle the technical aspects of data migration and system configuration, and provide training and ongoing support to ensure your team uses the new CRM effectively. Companies that implement CRM can see up to a 300% increase in conversion rates. However, less than 40% of CRM customers have end-user adoption rates above 90%, highlighting the need for effective implementation and training. 

Sirocco is a leading technology implementation partner with a proven track record in helping businesses upgrade their CRM systems. Our team of experts not only helps you choose the right CRM solution but also ensures a seamless transition with minimal disruption to your operations. We provide comprehensive training to your team to ensure they can leverage the full potential of your new CRM.

Upgrading your CRM is an investment in the future of your customer relationships. By following a strategic approach and partnering with a technology implementation expert, you can ensure a smooth transition and unlock the full potential of a robust CRM system. The average ROI for CRM is £8.71 for every pound spent, and CRM can increase sales by up to 29%, improve productivity by up to 34%, and boost forecast accuracy by 40%. So, maybe it’s time to take the leap and upgrade your CRM! We offer comprehensive system health checks and ensure your CRM works for you. Contact us today to future-proof your customer relationships and drive business growth. 

So where do you start?

As your long-term partner for sustainable success, Sirocco is here to help you achieve your business goals. Contact us today to discuss your specific needs and book a free consultation or workshop to get started!