Business Intelligence Software: CRM

For many companies a good CRM (Customer Relationship Management) program is a holy grail of sorts.  Ideally, a company could implement their business intelligence software and then everyone in the business could go back to doing more important things while the program dealt with any issues or complaints those pesky customers had, all the while gathering information to use in other business intelligence reports to predict the next big thing.  The problem with looking for business intelligence software from that perspective is twofold.  First, the company will never find what it’s looking for and secondly, it forgets that a business is its customers.  Wise business intelligence professionals have pointed out that the most successful business intelligence programs are ones where realistic expectations have been set internally.  Below are a few things to remember when shopping for CRM business intelligence software so that you don’t end up disappointed:

Your Customer

Your customers are going to have as much or more face time with the system you choose than your employees in some cases.  Make sure that you pick a software program that is going to appeal to them.  Choices are great, but if your customers can’t navigate the system, they’ll probably hang up or log off before you learn what they needed or wanted.  Go for customer satisfaction and you’ll never go wrong.

Your Business Intelligence Software Company

The company you pick is going to make a big difference in how easy it is to manage your CRM software.  Find a company that can help guide you through the process and is willing to work with you to find the best program for your customers and not just up-sell you on extra bells and whistles.  A company that you can work with is going to make it much simpler for you to work with your customers using their software system.

Your People

By choosing a business intelligence software system that is easy to use internally, you can help your employees help your customers more quickly and efficiently.  At the end of the day, to provide truly excellent customer service, you need not just a great CRM system, but a great team of customer service representatives who can step in and help the customer if necessary.   Your people can get information from your customers that no software system can, but a good CRM system can help you make that information actionable and handle issues or requests that are simple to address.  You can learn things from your customers that can help to make your CRM better and a good business intelligence software company will help you address those needs as they arise. 

Knowing what to expect from your CRM system can help you pick the best one for your company.  Just remember your customer, a good business intelligence software provider, and solid support for your system are all very important to your business intelligence initiative and you’ll be on your way to successful CRM that will benefit your company.