NEHANET Corporation

The Hidden and Not-So-Hidden Costs of Choosing the Wrong CRM

In my last blog, Avoid the Critical Mistake : Pick the Right CRM system, I demonstrated the importance of matching your CRM system to your internal processes and provided a few simple examples of aspects that are often not considered. I want to now examine the costs that are associated with making the wrong decision, as support for putting in the time and effort upfront to help ensure you make the right selection.

When a decision is made to implement a CRM system, there are typical costs associated with the implementation or customization of the system to meet your requirements and the monthly subscription fees. As mentioned in previous blogs, customers often overlook the critical aspect of matching their business processes to the CRM’s capabilities and are often sold on the fact that they can get to where they need to be through customization. As customization is usually a time and materials billing process, vendors or their partners are all too happy to support requirements that spiral out of control as initial use of the system reveals the areas not considered. It not unusual for an initial $20K implementation estimate to end up at 2x, 3x, or more before the process is completed. Often the customer is still not satisfied with the end result.

Continue reading to learn how to avoid these external costs and still end up with a CRM system that exceeds expectations.

The Hidden and Not-So-Hidden Costs of Choosing the Wrong CRM