Must Have CRM Features

By Charron Conley
Updated: February 10, 2011

A CRM solution, or Customer Relationship Management software, is an occupational management tool which has been created to help businesses organize all the information associated with their clients. Management tools can help distribute sales leads and help salespeople supervise orders in real time and close more sales. A CRM can aid with all facets of customer support starting with marketing to the first lead.

Eventually, once a client is established a CRM will also navigate point of sale as well as any ongoing support or follow up. If a CRM is for a call center it can be used to create a complete profile of the customer, which can then be then looked at or edited by the other members of the organization. In a sales circumstance, a CRM allows the team of the organization to check out each other’s schedules, and also to network more effectively.

Here are some must have features to look for when purchasing a CRM whether it’s for customer support, sales support, or both:

Mobility

A CRM solution that is limited to office use will be less helpful than one that can be used from any computer. This way data can be entered from anywhere such as at trade shows and at customer sites. This allows for employees to be able to work from a home office as well and check in with clients as needed.

Flexibility and customization

Some of the most successful CRMs are ones that are customized for a particular business. Consequently, it’s imperative that the solution is customizable and flexible. However, when the system is customized its needs to be very straightforward and simple to use.

Scheduling Events

With a scheduling feature users can create event archives and administer them a calendar for a day, a week or a month. Also, meetings and dates can be planned with pop-up reminders. This is a key feature that is perfect for keeping employees organized.

Statistics

Statistics are critical to most call centers, especially if the agent is compensated based upon sales performance. An important CRM feature to examine would be a function that displays agent performance and provides precise statistics reporting. With some systems users can track virtually every keystroke entered by the agent. This way employers know what areas employees need to spend more time one and what is already successful.

Security

Security may be any businesses most important feature to look for. A CRM security features should provide essential security against unlicensed access. Managers regulate access by allocating security privileges to users. With this feature every agent has a username and a password. Once authorized, the agent is allowed access to only those functions permitted. Thus, screens with classified data can be opened only by agents with the appropriate access.

Featured Research
  • 8 Reasons SMBs Should Invest in a CRM

    Adopting a CRM platform early offers many advantages, including the fact that it increases the odds of long-term success. While the cost of CRM software used to be prohibitive for most small businesses, this is no longer true. Cloud-based solutions have made the pricing much more competitive, and as many as 87% of companies now rely on them for their CRM software. more

  • 7 Ways Your CRM Helps Convert Leads

    Failure to convert interested leads can impact your bottom line drastically and simultaneously increase your operational costs and decrease your profits. The most common reason for this failure is lack of follow through from a sales team. Did you know that 74% of CRM users said that their CRM gave them improved access to customer data? And that by properly implementing a CRM, a business could shorten the sales cycle by 8 to 14%? more

  • Is Your CRM a Liability

    Is your CRM a liability? Before you answer too quickly with a no, just think about all the advancements that have taken place over the years regarding this technical solution. In fact, just in over the past decade there has been a dramatic shift away from on-premise systems to cloud based solutions. more

  • 12 Must-Have CRM Features

    Having a CRM is absolutely essential to any modern day business's success. In fact, 91% of companies with 11+ employees now utilize a CRM solution in their business. When making the decision to purchase or upgrade your CRM solution, it can be quite overwhelming determining which features are essential to your success versus those that pack more fluff than punch. more

  • Making the Case for a New CRM

    Did you know that having an outdated CRM is just as bad as not having one at all? Do you find yourself working even just a little too hard to make your current CRM work to maintain your contacts and relationships? While it is increasingly more difficult to reduce customer churn, modern CRM tools are much more powerful and provide much more opportunity to develop stronger relationships with your clients that can provide more stability and revenue to your company and bottom line. more