There are two types of Customer Relationship Management (CRM) solutions that can be customized; open source and on-site proprietary. Open source CRM solutions are highly customizable. These types of solutions can be downloaded from the vendor’s website. What’s nice about open source solutions is that customers get two versions of the code, the compiled version and the un-compiled version, making customizing easy. The downfall to customizing an open source CRM solution is finding product support services. Most on-site proprietary CRM solutions can be customized and are supported by the vendor. However, some on-site proprietary CRM solutions are out-of-the-box solutions and can only be configured, not customized.
Not all CRM solutions can be customized. For example, hosted CRM solutions can’t be customized. Hosted CRM solutions are also known as Software-as-a-Service, on-demand, and web-based solutions. These solutions are typically hosted by the CRM vendor and made available to customers for a monthly service charge. While hosted CRM solutions can be configured, they can’t be customized. Hosted CRM solutions are typically well suited to small and medium sized businesses that don’t have complex needs and requirements. These solutions cost less and are quick to implement when compared to on-premise or on-site CRM solutions.
Large businesses generally require customizations more often when compared to small and medium sized businesses. Large businesses typically have more unique needs, business requirements, and legacy integrations that need to be taken into consideration. The more customizations made to a CRM solution, the more complex and costly the solution becomes. Highly customized CRM solutions take longer to implement and upgrade. Customers must have large budgets to accommodate for the cost of a highly customized CRM solution.
There are all sorts of customizations businesses perform to make a CRM solution suit their needs. Some businesses customize the functionality to behave in a specific manner. Some businesses customize these solutions to interface with other company-wide solutions. Customizing software can be as simple as adding a field to a series of user-interface pages to store more detailed database information, or, as complex as changing the entire way the solution looks and functions. Some customizations become so complex that the CRM solution becomes difficult to maintain and upgrade, costing the customer millions of dollars in vendor or third-party consulting fees.
One of the biggest mistakes that businesses make when it comes to their CRM software is the features they don’t use. This happens because they invest in CRM with a handful of problems in mind, so they’re content as long as it solves them. But if you want to maximize your ROI, you should be utilizing every feature available to you. more
Would you believe that 89% of businesses expect to compete primarily on customer service in the upcoming years? With that in mind, it’s no surprise that CRM software is becoming such an integral part of business operations. But not all solutions are created equally, especially when it comes to the value they deliver to your business. more
There’s some big things happening with CRM software that you should to be aware of. Technological advancements and changes to business processes have led to developments and new features that are making CRM more valuable than ever. Things like mobile capabilities and greater integration with other software are at the front of this progress. more
A good SMB CRM system can be an incredibly valuable asset for your business. As more businesses recognize this value, the amount of SMB CRM vendors is expanding quickly. Navigating the pricing plans, features, and service terms of all these can be a decision-making nightmare. more
One of the best ways to improve your customer service is to integrate your CRM and contact center software. Benefits of doing this include:Improved customer satisfaction through more personalized contacts, Better conversions on lead, and Increased employee productivity. more