CRM can help you nurture and groom your service delivery throughout a customer’s lifecycle. Learn tips and tricks to ensure that your CRM tool is truly yours.
Strong relationships are non-negotiable for driving business growth in today’s business landscape. Every business tugs for the same customer base and businesses must leverage every possible tool to sustain their customers’ satisfaction.
Among these elevating tools, Customer Relationship Management (CRM) systems have emerged as assets for managing customer relationships, driving sales growth, and fostering business success.
Despite the numerous benefits CRMs provide, not all systems are created equal. Off-the-shelf CRM platforms offer many features and functionalities, but they may only sometimes perfectly align with every business’s unique needs and objectives. Customization and integration come into play here.
As you glide through sections of this article, you’ll discover golden tricks to make your CRM platform truly yours. Customization and integration will add the stardust to the existing wonderland proper relationship management brings.
What You’ll Discover Below…
- What Does CRM Customization Mean?
- Why Choose A Custom CRM Solution Over A Pre-built one?
- CRM Systems Customization Best Practices
- Case Study: Tiger CRM In Action
- Wrapping Up
- FAQs
What Does CRM Customization Mean?
A business’s buying and selling process does not start and end with a purchase alone. The selling process should be an experience where the customer feels specially catered for each time they interact with the company.
CRM systems help businesses manage their communication and interaction through efficient data analysis and automation of sales, marketing, and support processes. In its simplest form, CRM exists to put the customer at the center of the company’s activities.
By placing the customer at the heart of everything, businesses can understand each customer’s needs and tailor their services to meet them. CRM software collects data from various communication channels like email, phone calls, social media interactions, and website visits. The data CRM systems collect is stored in a centralized database for easy retrieval.
For all the benefits CRM systems provide, they can only work efficiently when they successfully cater to your business needs. This desire to make the system built for you is what customization offers.
Customizing CRM entails designing your CRM tool to serve your needs. This could involve designing specialized workflows, custom reports, or dashboards tailored to serve you in your industry and sector.
You can think of the difference between a custom CRM and a general one like a pair of designer shoes. While the shoes are always beautiful to the eyes, they are most enjoyable when they are tailored to your perfect fit.
Why Choose A Custom CRM Solution Over A Pre-built one?
Customized CRM system development offers several benefits over generic solutions designed for generic use. Below, we’ll consider why you want to implement a custom CRM solution in your business processes.
Superior Functionality
Since CRM solutions are built with your business needs in mind, they are developed to align with a business’s unique requirements, methods, and objectives. Unlike pre-built platforms with a generalized setup, a custom tool can match the organization’s terminology, workflows, and business logic.
Enhanced Flexibility and Scalability
Custom CRM solutions are curated to bend and flex to your business’s needs. Businesses can add or remove features, modify workflows, and adapt the system to evolving business needs without being constrained by the limitations of off-the-shelf software.
Integration and Interoperability
Custom CRM systems can interconnect and function with existing systems within your organization. In most cases, CRM tools differ from your organization’s first set of tools; they often come after other tools are in place.
You don’t often want to completely wipe the slate clean each time you adopt a new customer relationship management tool. Working with a tool that can fit your needs means you can connect to established systems.
Scalability
Every business plans to grow rapidly. As your business grows, so does your customer base. Working with a custom CRM solution means it is scalable to adapt to the changing dynamics of your growing business.
Marketing Personalisation
Retaining the ability to tweak and adjust your CRM system’s features and settings means you can curate tailored marketing campaigns that represent the interests of each customer segment.
Creating marketing campaigns that feel genuine and not like just another generic sales pitch means your customers will be better inclined to your services, and you can deliver on the promises you make.
The business landscape is uncharted, and you must always be willing to change and adapt. Adopting a system that allows you to move with the tide while maintaining your originality is the key to business success.
CRM Systems Customization Best Practices
Customization involves removing the fluff from your management process, which should, in turn, translate to a fluid customer interaction process. While customizing your CRM system, here are some of the best practices to make your work process efficient.
Strike A Balance Between Customization and Usability
A well-tailored CRM should be easy to access, use, and interpret. This ease of access comes from displaying only the essential information without displaying unimportant or granular data.
When customizing your CRM, make a running list of your organization’s essential information and organize it in order of importance.
Workflow Automation
Automating repetitive tasks like calendar updates, reminder reachouts, or sending follow-up emails can significantly elevate the efficiency of your marketing teams. To achieve peak automation, you should choose a CRM with built-in automation capabilities or one that can function with integrated third-party automation software.
Actionable Dashboard
An adequately designed CRM dashboard should provide the most essential information at a glance. Your CRM’s dashboard should give each team member a unique view of the data necessary for their roles.
For example, sales representatives need access to real-time lead profiles and pipeline metrics to tweak marketing campaigns granularly. In contrast, managers may need a summary of campaigns to make swift decisions. Designing separate dashboards to satisfy these roles will help Wach workers perform efficiently.
While customizing dashboards, also configure the amount of data each position should have access to. Use data validation tools in your CRM to protect data integrity and ensure each position has the correct data. Stringent validation involves using data formatting rules and field-level validations.
You want your CRM to become an efficient tool, not another thing that needs extra study to understand. Designing a clean dashboard delivers the goods without the baggage.
Customer Attribution
Customizing your CRM to track customer touchpoints at every aspect of the customer journey helps you enjoy an accurate view and optimize marketing efforts. Consider integrating tools that provide actionable insights into customer’s behavior patterns, preferences, and demographics.
To learn about more customization tools for your chosen CRM, check out Tiger CRM For Free. (Describe Tiger CRM).
Case Study: Tiger CRM In Action
Source> Sapiens.BI
To give you a beautiful picture and fantastic ideas to set up your CRM with minimal fuss to guarantee maximum results. These case studies are from our customers, so you can get a peak into what a custom CRM truly entails.
Company – Botega Financials
Botega Financials is a renowned financial institution that has been operating since 2018. It focuses on mutual funds investments and combines science, data, and technology with human expertise to deliver top-notch wealth management services.
Challenges Botega Financials faced
Since joining the finance service sector in 2018, Botega has become an entry point for families looking to start investing with modest funds. This relaxed barrier of entry means Botega has to process bulk transactions and coordinate business processes across various continents and platforms.
Botega’s main difficulty was overseeing the progressing stage of multiple transactions and satisfying customers while ensuring no task was overlooked. To solve their problems, they needed a system that could handle their scaling goals and could be designed to fit.
How Tiger CRM Helped?
Tiger has proven to be a game-changer for Botega financials, leading to remarkable efficiency in their sales operations. By implementing this CRM, Botega got a few months free while they modeled it to their professional needs.
Using a blank but guided canvas, Botega slowly built the CRM to their needs, constantly modeling it without affecting their work processes. Tiger CRM modeled a copy of Botega’s sales process so they could make changes and understand how each change could affect the operation before final implementation.
Thanks to this contribution from Tiger, Botega financials experienced remarkable growth, with a 65% revenue increase within two years due to streamlined business operations. To effectively track sales performance, Botega adopted percentage completion metrics for each completed deal and weightage points for the overall deal’s impact.
Tiger also schedules team calls and email automation to communicate with customers, while an alert system sends notifications to support channels based on availability.
Before implementing Tiger CRM, sales executives struggled to complete up to 2,000 points, typically achieving only a quarter of that. However, with Tiger in place, the average executive scores 2,100 points.
Wrapping Up
CRM systems are only as good as how well they satisfy your business needs. Custom CRM systems offer you a blank canvas to design tailored workflows, fields, data structures, and sales pipelines for your business.
A customized CRM solution enables businesses to adapt more effectively to evolving market trends, customer preferences, and industry dynamics.
Whether scaling operations, launching new products, or entering new markets, a flexible CRM system can provide the agility and insights needed to navigate changes confidently and effectively.
The journey towards aligning technology with business strategy is ongoing. It requires continuous assessment, iteration, and innovation to ensure your CRM solution remains optimized for success in a dynamic business landscape.
FAQs
What is CRM customization, and why is it important for businesses?
CRM customization involves tailoring a customer relationship management (CRM) solution to meet a business’s specific needs, processes, and goals. It’s important because it allows companies to optimize their CRM system for their unique requirements, enhancing efficiency, productivity, and customer satisfaction.
How can customization benefit businesses using CRM software?
Customization enables businesses to adapt their CRM system to match their workflows, data management needs, reporting requirements, and user preferences. This flexibility ensures that the CRM solution aligns closely with the business strategy, enhancing its effectiveness in driving growth and profitability.
What are some common customization options available in CRM software?
Common customization options include configuring data fields, creating custom modules or objects, defining user roles and permissions, automating workflows, integrating with third-party applications, and designing personalized dashboards and reports.
How do businesses determine which customization options are best suited to their needs?
Businesses should assess their requirements, processes, and goals to determine which customization options are most relevant and beneficial. Consulting with key stakeholders, thoroughly analyzing existing workflows, and identifying pain points can help inform the customization strategy.