Problems in CRM

Like all other things, CRM systems have some shortcomings that need to be overcome. The technology is still a new technology, and there are many improvements.

The following are the main disadvantages that prevent CRM systems from becoming the perfect solution for any business:

Customer dissatisfaction

Although some companies have implemented CRM systems to focus on customers, there are still some customers who are not satisfied with their implementation.

They call CRM “a technology that delays or stops service”. For example, many people think that automated voice systems (or interactive voice response) are a headache, and look for companies that simplify their use.

A recent study conducted by Accenture shows that poor customer service is still the primary reason why consumers abandon one service provider and switch to another service provider (whether a mobile service provider or a credit card provider).

Other factors leading to the loss of consumers include the lack of customized products and meaningless corporate bureaucracy.

Authenticity of remotely hosted CRM services

Today, many companies tend to outsource CRM. Sometimes, cost becomes a driver of outsourcing CRM systems, not a supplier ’s reputation. In this case, the CRM service provider may disappear overnight, as well as all official records. Information retained with service providers may also be used for other purposes.

Good CRM services can always enable companies to backup / export data so that outsourced companies can control the information. Similarly, in some cases, company and government laws prohibit companies from keeping all customer information (such as social security numbers, home numbers, etc.) in external locations.

The cost and complexity involved in setting up locally hosted CRM software

The frequent technical expertise required to set up and upgrade the CRM system enables companies to pay for continuous support of the application.

Security becomes the responsibility of the company, which may cause some troubles-especially in many applications, security patches have been introduced and they need to be installed very quickly.

As the business grows, the demand for CRM packages will also change, and adding these additional features may be very expensive.

Vision for future needs is incorrect

Most importantly, salespeople are only interested in helping them sell more now.

The only resource for sales representatives is time. Their most important goal is to reach the quota or budget for this month, quarter or year.

Yes, they worry about long-term operation, but if they do not allocate quotas now, they will know that they may not worry about long-term operation.

It is not entirely fair to say that CRM has not benefited salespeople in achieving short-term goals, because in some respects it can indeed benefit CRM, but most sales representatives believe that if there is no CRM, they will The sales effect within is similar.

In other words, the benefits of CRM do not seem to be much greater than the time and effort required to use the system every day.

Training sales staff

With the continuous development of CRM, companies need to invest enough time and income to train sales staff. Employees should be able to judge how best to use stored data.

If they do n’t use it (or the information they enter is outdated, inaccurate, or jagged), then they are of little value to companies that “aggregate” all this “junk data”. The incompetent call center staff will make the situation worse.

In essence, companies that do not provide enough training or information for service representatives, or companies that do not allow people to struggle through repeated, futile support systems, will lose more customers. This is not surprising.

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


Source by Casey Gollan