The CRM Buyer's Guide

superoffice.com
Building strong, long-term relationships with
customers is a top priority for any business.
THE CRM
BUYER’S GUIDE
GUIDE

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
What is CRM? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Why is CRM so important to your business today? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
The importance of customer experience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
How does CRM work? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
How can a business benefit from CRM? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
8 ways CRM can benefit your business . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
The rise of mobile CRM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
MOBILE CRM – a modern necessity in the age of mobility . . . . . . . . . . . . . . . . . . . . . 21
5 key benefits of implementing a mobile CRM system . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
How to choose the right CRM solution for your business . . . . . . . . . . . . . . . . . . . . . . . 26
Things to consider when evaluating a CRM vendor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
How to measure the success of a CRM system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
The CRM adoption challenge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Conclusion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
About us . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Appendix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
CONTENT

What CRM is and how it
can help your company
How to select the right
CRM system
What to consider when
selecting a CRM vendor
How to measure the success
of your CRM
This guide is designed to answer all the questions that you
may have about this topic.
You can read this guide any way you like: from front to back
or you go straight to the section that interests you most.
We also included some of the best practices and checklists
to help you to decide whether your business is ready for CRM,
understand how it will help you attain your business goals,
and, ultimately, find the best CRM system for your needs.
So how do you get
started with CRM?
Unfortunately, good customer relationships are not always a
result of just hard work. Companies also need to make use of
modern technologies and tools to help them maximize the
value of their relationships with customers. And this is where
Customer Relationship Management (CRM) comes in.
CRM is both a philosophy and a strategy that centers around
building better relationships with customers. CRM software
enables your business to scale up the process of creating
those relationships.
On a broader level, CRM software gives your business a
better understanding of who your customers are, their needs
and habits, and their overall experience with your business,
from marketing to sales to customer service.
On a more focused level, a CRM software helps your business to
manage contact information in an organized way, making it easy
to follow up on your interactions and activities with customers.
Storing all information in a single location makes it easy for the
entire company to have access to a comprehensive overview of
the customer – be it in the office setting or even on the move.
Ultimately, CRM makes it possible to make smart and
better informed decisions about how to improve your
customer relations and how to grow your business.
Building strong, long-term relationships with customers is a top
priority for any business that wants to achieve higher revenue
and faster growth.
INTRODUCTION

4
The CRM Buyer’s Guide I superoffice.com
CRM is a company-wide business strategy
designed to improve revenues and profitability,
reduce costs and increase customer loyalty.
WHAT IS CRM?

74%
It’s no surprise that a whopping 74%
of CRM users said their system gave
them improved access to customer
data, according a study by
Software Advice.
5
The CRM philosophy is simple: put the customer first.
When your business looks at every transaction through the
eyes of the customer, you can’t help but deliver a better
experience, which in turn, increases loyalty to your company.
A good CRM system brings together all information from
different departments in the company to offer a unified, holistic
view of each customer in real time. This allows customer-facing
employees, who work in sales, marketing and customer
support, to make quick and informed decisions on everything:
from upselling and cross-selling, to improving the quality of
customer communication and responsiveness, to coordinating
the management of sales and marketing campaigns, just to
name a few.
When implemented properly, CRM not only gives companies
insight into the opportunities to grow business with each
customer, but also offers a way of measuring their value.
Not all customers are created equal
Some customers could be a drain on customer service
resources despite spending very little. Others do business
frequently, often buy new products and services and may
even be strong influencers in the market.
CRM helps businesses prioritize sales and marketing efforts for
each customer group, as well as offers a better understanding
of customers’ needs and wants in order to improve the way a
product portfolio is offered to them.

1 2
Imagine you’re a salesman for a car
dealership
Your dealership has just received next year’s high end
models on the showroom floor.
Using your CRM system, you could find all your
premium customers who have indicated an interest in
your brand’s high end model cars in the last three years
and invite them to a wine-tasting and a chance
to see the cars.
Imagine that you’re a sports
goods supplier
You want to quickly sell off this season’s large size bike
shorts. Your CRM system can help you find all custom-
ers who have recently purchased large-sized clothing.
You then can send them an email offering a 30%
discount off the regular price of the bike shorts.
The result? Everybody wins: you sell the shorts, while
the customer feels like they got a good deal and that
you cared enough to get in touch.
The CRM Buyer’s Guide I superoffice.com 6
CRM is the engine that
drives customer trust and
builds stronger customer
relationships.
Today’s CRM systems not only offer a variety of technologically
advanced functionality and user-friendly interfaces, but they also
come in a variety of solutions that are designed to address unique
needs of all types of businesses – big or small. Modern CRM
systems offer latest business functionality, flexible costs,
as well as easy maintenance and deployment.
It doesn’t matter if your company employs over 150 people or
just a handful – CRM is a tool that is going to help you establish
closer connections with your customers, provide professional
customer service, sell more and grow your business further.
What types of companies need CRM?
With enough information, CRM helps a company to know when
to send information about a new product or service offering to
the customer. And the more you know about your customers,
their buying preferences and behavior, the more likely your offer
will be on target. Let’s put that into perspective via 2 examples:

$82
BILLION
Is the projected growth of
CRM market potential by
2025.
According to Statista, the global CRM software market is
expected to grow to $40.26 billion by 2023, at a CAGR of 2.8%.
While by 2025 the global CRM market potential is projected to
be at $82 billion, growing at 12% per year, claims Finance Online.
In today’s highly competitive environment and with so many
products and services to choose from, customers are extremely
picky and customer loyalty seems to be a thing of the past.
The moment a new product is introduced on the market,
it takes only a few months before that product or service
suddenly becomes a commodity, meaning that it becomes
very easy to switch companies.
Things have changed with the Buyer 2.0
Some 30+ years ago, when PCs were a little known thing, our
behavior as consumers was different. We were more used
to more or less passively receiving information from TV and
magazine ads. We had to talk to many sales representatives in
order to get essential information, we gathered brochures and
sales materials, and then… we tried to make sense of it all.
But things have changed with the arrival of Web 2.0 and social
media. We discovered we could find information ourselves.
This was when the Buyer 2.0 appeared.
Forums, chats, blogs, discussion groups, price comparison
sites, scorings, rankings, social networks, professional
communities, wikis, and even business web pages offered
a lot of information to buyers. Today’s buyers are not only
informed, but also quite immune to traditional and obvious
marketing tactics. Raising the bar, the Buyer 2.0 transformed
the way businesses go about selling their products and services.
Today, CRM is more important than
ever to businesses because it can
help them gain new customers and
retain existing ones.
WHY IS CRM SO IMPORTANT
TO YOUR BUSINESS TODAY?

68 %
14 %
9 %
5 %
3 %
14 %
A well-cited study by The
Rockefeller Corporation,
which analyzed precisely
why customers leave.
Customer believes you don’t care about them
Customer is dissatisfied with your service
Customer is persuaded to go to a competitor
Customer gets a friend to provide a service
Customer moves away
Everyone thinks that people stop
doing business with a company because
of lower priced competitors. If not that,
then it’s because of a killer competitive
offer. That’s not the case. At all.

3%
5%
9%
14%
68%
Customer believes you
don’t care about them
Customer is dissatisfied
with your service
Customer is persuaded
to go to a competitor
Customer gets a friend
to provide a service
A well-cited study by The
Rockefeller Corporation, which
analyzed precisely why customers
leave, showed that…
Customer moves away
Have you ever called a company and they had no previous
information about you, kept transferring you from one
department to another, and you had to keep repeating your
question and introduce yourself over and over again? How did
it make you feel? You must have felt as if the company didn’t
care about you and didn’t value your business.
He who cares wins
Think about the service you get from your favorite airline.
For example, when you call that airline, the phone system
recognizes you and welcomes you by name. You have the
chance to get routed to a live customer representative, and
when that person picks up the phone, they address you by
name and already know a lot about you: your upcoming flight
information, flight preferences and even other issues you may
have had before with them.
By providing you this kind of service, the airline is giving you
a solid reason to continue doing business with them. You feel
acknowledged and comfortable.
Similarly, if you are looking for a new product, you are
probably more likely to buy from the sales person who shows
you that they have noted, understood and taken into account
your needs and concerns. This is revealed in the way they
follow up, in the pace and direction of their sales calls and,
finally, in the offer that they give you.
Think about a time when you,
yourself, needed customer
support from a company.
THE IMPORTANCE
OF CUSTOMER
EXPERIENCE

CRM supports a customer
-centric strategy
CRM centralizes all your
customer data
CRM automates customer-
facing business processes
10
No technology – no matter how sophisticated – can be
successful without a strategy to guide its implementation and
use. Business strategy and technology must work together in
order to bring a customer-centric business plan to life. CRM plays
an important role in three key areas of business:
customer-centricity, data management and
process automation.
CRM is much more as just
a technology!
HOW DOES CRM
WORK?

11
A CRM system supports a strategy which says that the
customer is at the center of everything that you do. This
customer-centric strategy must be based on clear goals and a
vision of what a meaningful and valuable customer experience
looks like.
According to Gartner, more than 89% of companies are
determined to compete mostly on the basis of customer
experience.
Every time a customer comes in contact with an organization,
no matter what channel, the customer has an opportunity to form
an opinion – be it good, bad or indifferent.
Through time, this collective set of customer experiences forms
a picture in the customer’s mind, which forms the image of the
brand and its values.
Companies that are serious about CRM know that offering and
maintaining a quality customer experience is key.
Because they recognize that a poor customer experience is a step
toward customer churn, whereas a good experience encourages
loyalty, and is the main way to exceed your customers’
expectations.
CRM supports a customer-centric strategy

58%
66%
84%
62%
1.5%
2.9%
75.9%
15.3%
4.4%
1 - Low priority
2
3
4
5 - High priority
The importance of Customer Experience
to an organization:
Product or service
Sales interactions
Purchasing process
Service and support
12
Of course, the quality of the actual product or service
purchased is still very important, but as you can see the quality
of sales, purchasing, as well as service and support activities
received a significant percentage (ranging from 58% to 66%)
of high importance ratings.
A significant part of a specific product’s or service’s value
lies in the experience that it creates. In a survey by Customer
Management IQ, nearly 76% of customer management
executives and leaders thought that customer experience
was of high priority to their business.
So, once you define your vision of a valuable customer
experience, the CRM software is what will bring it to life. With
CRM, you will get to know your customers, understand their
needs and be able to respond to those needs faster and easier.
Factors in earning loyalty:
In a study conducted by Customer Think Corporation,
“Customer experience management: The value of the moments
of truth”, there are 4 main factors which contribute to customer
loyalty:
What factors encourage customer loyalty?

CRM
S
u
p
p
o
r
t
Feedba
c
k
13
CRM software combines all sales, marketing and customer
service information into one central database.
With 92% of businesses in the world collecting data on
prospects and customers, having access to all
information in database means fewer silos within
your organization!
CRM helps businesses collect such customer information
as phone numbers, emails, mailing addresses, and interaction
history.
The software also records what was discussed, what the next
follow-up date is and the status of a request. This information
can then be used to manage, measure and keep track of
marketing, sales and customer service activities as they
relate to the customer.
Overall, it builds greater customer loyalty and creates a better
customer experience.
Since a CRM system centralizes all customer-facing
information, silos and finger-pointing are significantly reduced.
Sales can’t blame Marketing for not communicating with them.
Marketing can’t blame Sales for not implementing their
campaigns, and Customer Service can’t blame Sales for
disgruntled customers.
Everyone has the same access to the same
customer information.
CRM centralizes all your customer data

Customer segmentation
Campaign development
Campaign execution
Project/event management
Lead management
Account management
Pipeline management
Opportunity management
Request management
Service tracking
Escalation/ prioritization
SLA agreements
Cross-selling and up-selling
Activity management
Account inquiries
MARKETING SALES CUSTOMER SERVICE
14
The whole CRM process begins with a lead – the
name of someone you think you can sell something to.
Once the lead (prospect) is put into the CRM system, the
software will then take it through the sales process.
It’s the CRM system that will remind the sales person to call at an
agreed time, for example. Each time you interact with the
prospect, you will record it into the CRM system. The same
applies if someone else ends up talking to the prospect.
In a nutshell, CRM keeps track of all lead-related actions and
what’s been said and done.
At the same time, CRM is a library of documents, phone calls and
emails. When an interaction with a prospect is initiated,
you get an instant, automated trail of communication. Because
the information is in one central place, anyone in the company
can help this person out. Whether you’re in sales, marketing or
customer support,
a CRM system can help to automate a particular business process,
as well as to automate the way each process works together with
the other. But, it goes without saying that each business process
must be well defined and efficient in order for a company to
achieve good results.
How does an interaction with a customer
become a CRM process?
Companies have business-facing processes and customer facing
processes. Business-facing processes are those which make the
business run more efficiently, such as HR, budgeting and
planning. Customer-facing processes include sales,
marketing and customer service.
A CRM strategy focuses primarily on the customer-facing
processes and makes them better in terms of meeting the needs
of the customer. The below table explains a sample of what
customer-facing activities are included in each process:
CRM automates customer-facing business processes

UNHAPPY NEUTRAL SATISFIED LOYAL
INTERESTED PROSPECT LEAD CUSTOMER
15
There should be clear rules for how inbound service requests are
managed. These rules define whether a request goes to first or
second line of support, what resources will be used to fix a
customer’s problem and how status updates will be shared to
ensure that the issue is being addressed. Once the workflow and
rules are defined, the CRM system can automate the whole flow.
At the same time, it keeps a record of all contacts’ history, so that
customer service teams can view the information to get a better
understanding of how to help the customer, which can then be
used to improve customer satisfaction.
Customer support
There’s an entire process before a lead becomes a customer. You
need to identify a lead, then qualify it and only then convert the
lead into a sale.
A lead can come from many channels – website, cold calls, event/
seminar, newsletter, or it can be purchased. With this amount of
channels, it must be clear which person or department is ulti-
mately responsible
for logging the lead in, because this determines how the lead
should be routed and how it’ll be followed up on. Without a
clearly defined process (workflow), leads can end up lost or
forgotten, which results in frustration, lost sales productivity and
even a bad customer experience.
Lead management
Customer-facing process automation in action:

74%
66%
56%
54%
53%
48%
37%
29%
24%
24%
8%
Improve customer service
Improve customer satisfaction
Improve customer retention
Increase sales
Generate new business
Ability to share distribute data
Market products service more
Improve market intelligence
Manage customer renewals
Reduce costs
All of these
What are the main benefits your business
hopes to achieve using CRM?
Back in 2012, a survey by Tech News World asked more than 500
organizations about the main benefits they hoped to chieve using
a CRM. The results showed that businesses expected to benefit
from the CRM technology in several key areas:
Back then, businesses wanted to improve customer service
and satisfaction. Guess what – almost a decade since, and the
priorities remain more or less the same! The top three benefits
above, if translated into CRM functionality, address the
improvement of customer relations.
HOW CAN A BUSINESS
BENEFIT FROM CRM?

88%
80%
75%
32%
31%
28%
20%
11%
10%
8%
8%
6%
4%
4%
Contact management
Track interactions
Scheduling/reminders
Email marketing
Pipeline/funnel monitoring
Reporting/analytics
Integration with other platforms
Industry specialization
Central database
Sales automation
Mobile access
Help desk
Customer service
Track team performance
17
Top requested CRM software features:
As indicated in the report by Software Advice, the top three CRM
features that companies are after today are: ability to
manage contacts (88%), ability to track interactions (80%),
and ability to schedule and set up reminders (75%).

47%
39%
45%
47%
CUSTOMER
RETENTION
CUSTOMER
SATISFACTION
UPSELLING/
CROSS-SELLING
SALES REVENUE
Which aspects of business were
significantly impacted by the CRM?
Moreover, a study by Capterra showed that 47% of all polled
CRM users said that their CRM had a “significant impact” on cus-
tomer satisfaction; and equally the same number of users (47%)
said that their CRM had a significant impact on
customer retention.
Times may change, but building strong and loyal customer
relationships and seeking to improve customer satisfaction
remain the key priorities for businesses around the world.
And this is what CRM is at its best.

1
4
7
2
5
8
3
6
CRM technology enables
employees to quickly assign,
manage and resolve incidents with
automated routing, queuing
and escalation.
Improve call-center service Identify repeat customers Enhance productivity
CRM applications can enable
call-center agents to automatically
identify phone calls from past
customers, instantly recalling data
from the CRM system. This offers
the opportunity to cross-sell and
suggest alternative products.
With CRM, sales and marketing
functions can be seamlessly
integrated. By storing key business
data, users can quickly gain access
and share information, helping
them boost overall business
productivity.
CRM allows employees to instantly
access customer data, allowing
them to create and maintain highly
personalized relationships. This
type of business-to-customer
bonding can boost customer
satisfaction and maximize profits.
Secure customer loyalty Drive marketing strategies
By accessing customer purchase
history and buying behavior,
marketing teams are able to tailor
promotions and target a specific
segment to upsell or upgrade
customers and increase
conversion rates.
Businesses can use CRM to drive
shorter sales cycles and improve
close rates. Organizations can also
use the technology to create
workflow rules, automate sales
processes and streamline
order management.
Prepare sales tools
Key data is no longer anchored
in the office. CRM can give mo-
bile employees instant access to
centralized, real time data, such
as customer communication and
purchase histories, pricing informa-
tion, contracts, email history, and
inventory – all accessible from any
location and on any device.
Access real time data
CRM sheds light on crucial
information, allowing business
owners and management to
generate detailed reports that
forecast sales, measure customer
service activity and track
business performance.
Improve decision making
19
8 WAYS CRM CAN BENEFIT
YOUR BUSINESS

Ability to work from anywhere
Constant access to the most up-to-date
information
Ability to update data on the go
Unrestricted access to customer and
product information
Reduction in sales cycles
20
ADVANTAGES OF
MOBILE CRM
By using a mobile CRM, you allow your sales teams to
access customer data through a mobile CRM app or through
a web-based browser with cloud CRM.
Why mobile CRM matters?
Traffic from mobile devices continues to grow. In fact, it is grow-
ing so fast that, in some places, mobile traffic has already sur-
passed desktop traffic.
One of the key conclusions from the latest survey by Statista
claims that 52% of all internet traffic comes from mobile
devices.
As mobile adoption continues to grow and organizations
become more flexible in work arrangements for their employees,
traditional desktop applications, including CRM, are moving into
the mobile space.
Users and customers alike expect information to be updated in
real-time, and not “when you get back to the office”. On average,
sales teams spend more than 50% of their work day selling
remotely. This means that your sales force needs access to
real-time information from anywhere around the world.
In fact, according to Software Advice, 81% of CRM users access
their CRM system on a number of devices, including laptops,
desktops, smartphones, and tablets.
Mobile CRM is a CRM tool designed for mobile devices such
as smartphones and tablets, helping people on the go to
access and manage key information in real time.
THE RISE OF MOBILE CRM

Instead, business professionals work everywhere and at any
time they need, be it during off-site meetings or on the road.
This means that they rely heavily on mobile devices not only
for communication, but also for work. And with this kind of
modern-day requirement, having a mobile CRM strategy is
no longer an option – it’s now a necessity.
The most wanted sales app
The biggest group of road warriors is sales executives and
professionals who are mainly out in the field meeting with
potential and existing customers. For them, having access to a
mobile CRM is a must.
Back in 2014, an IDC survey of C-Suite executives identified
CRM as their “most wanted mobile app”. And Forrester
Research found that 53% of companies were piloting, rolling
out or currently using smart phone applications for sales
force automation.
The market for mobile CRM apps is expected to grow by 13%
over 2019 to 2029, according to Future Market Insights.
There’s no doubt that we live in the mobile age. Today, the idea of a
business professional chained to a desk to read or respond to emails is
almost as obsolete as an accountant crunching numbers using an abacus.
MOBILE CRM – A MODERN
NECESSITY IN THE AGE OF
MOBILITY

65% 78%
35% 22%
COMPANIES WITH
MOBILE CRM
COMPANIES WITHOUT
MOBILE CRM
Achieved sales quotas Non-achieved sales quotas
According to a research conducted by Innoppl Technologies,
65% of sales reps who have adopted the mobile CRM have
accomplished their sales quotas, as compared to only 22%
of the sales reps who used non-mobile CRM platforms.
Meanwhile, a study by the Aberdeen Group showed
that 24% more sales reps achieve annual sales quota
with mobile access to their CRM.
Achieving sales quotas
Let’s take a look at what today’s
research says about the effects of
mobile CRM on sales:

0% More than 20%
15 to 20%
1 to 5% 10 to 15%
3 to 10%
A recent study by Nucleus Research reveals that direct
access to data, which is offered by CRM, shortens sales
cycles by 8-14%.
Shorter sales cycles
According to Nucleus Research, access to a mobile CRM
increases productivity of sales reps by an average of 14.6%, while
3 in 10 mobile CRM users account for more than 20%
of productivity improvement.
Improved sales productivity

14,6%
Mobile CRM increases sales force
productivity by an average of 14.6%
If you’re looking to address sales productivity and
effectiveness, as well as gain a competitive edge
and reduce the cost of your sales turnover, then
mobile CRM is something for you to consider.
5 KEY BENEFITS OF
IMPLEMENTING A
MOBILE CRM SYSTEM

1
2
3
4
5
Access to up-to-date contact information
One of the key reasons for having a mobile CRM app is the ability to access up-to-date information,
which is a great help in sales call planning and preparation. Sales teams can access any information
about a customer or prospect before they meet them in person. This info could include recent email
conversations, recently purchased products and current sales status, allowing your sales teams
to interact on a more personal level than ever before.
Direct information update
A mobile CRM is a great tool for adding new leads directly to your CRM from anywhere.
The sooner you get a potential lead logged, the better chance you have to follow it up at the right time.
Mobile CRM makes all this possible by allowing employees to instantly add new information
and update client profiles.
Always ‘in the know’
If something changes with regards to an in-progress deal or quote while your sales team visits a prospect,
you can make changes in your mobile CRM without the need to wait until the team arrives back at the
office, keeping your CRM always up to date. Sales teams often uncover key information about a client during
or after a meeting. In order to provide the best service possible, this information needs to be spread quickly
throughout the organization, just in case the client decides to contact you or a member of your customer
service team.
Real time reporting
Senior management can access real time sales reports to track business results while on the move and set
alerts to be informed instantly for quicker and better decision making when a new deal is closed or if sales
decline. Instead of quarterly reports, management now has access to up-to-the-minute data, which leads
to strategies being implemented sooner, rather than later.
Increased sales productivity
Another benefit of implementing a mobile CRM is providing sales teams with access to real time
customer information while out in the field and with ability to make better-informed and quicker
decisions on-the-go, and even close more deals.

1
2
3
4
Define what it is that you
want to achieve
Decide your requirements
for technology and support
Consider your budget and
where to run your CRM
Match your needs to what
the market offers
26
No matter what size your company is, the right CRM software
can help you stay competitive by allowing you to:
·
· Keep track of your interactions with all customers,
·
· Stay in control of your sales and marketing efforts,
·
· Maintain strong relationships with existing customers,
·
· Sell more products and services,
·
· Improve communication between sales and
marketing teams,
·
· Find and keep new customers.
Yet, choosing the right CRM system for your business isn’t
easy. And since every CRM has its strengths and weaknesses,
there is a lot to consider.
Start by focusing on your own needs
There are many vendors, solutions and technologies to
choose from. You have to consider deployment options, ability
to customize, cost, scalability, and business value.
With so many things to weigh in when choosing a CRM for
your business, there is another important thing that you have
to address – your own needs! In fact, it’s even more important
to carefully evaluate what your business needs are. Then,
match them to the functionality offered, your purchasing
budget, and decide on whether or not you need all or only
some functions that a CRM solution can offer.
This chapter will help you decide which CRM solution is right
for your business. We will walk you through four steps to
choosing the right CRM solution:
HOW TO CHOOSE THE
RIGHT CRM SOLUTION
FOR YOUR BUSINESS

Describe your key business processes: sales,
marketing, customer service. What do these
processes look like in your company? What steps
do the processes normally consist of? For example,
does your sales process looks like this:
first meeting, offer, shortlist, negotiation?
Are there steps in any of these processes that take
too long or customers complain about them?
How do sales processes aimed at prospects differ
from those aimed at existing customers?
How do you measure your sales staff
performance? And if you don’t measure it, how
would you like to be able do this?
What kind of information does your
management get access to and how?
Do you currently use KPIs (Key Performance
Indicators), or do you wish to do so in the future?
In which areas of your key processes do you need
to make changes and/or improvements in order to
achieve your business goals?
Don’t be satisfied with your first draft. Take your time
and get a second opinion from people who have nothing to
gain from agreeing with your first draft.
TO TAKE THE FIRST STEP, ASK
YOURSELF THESE QUESTIONS:
27
NOTE: Such mapping of your key sales, marketing and customer
service processes can cause some problems in the organization.
No one wants to be told what to do or see that the process he
or she is managing doesn’t work.
If you think that this can be an issue, then it’s a good idea to bring
an independent third-party vendor or consultant in
to help you through the process upgrade.
The first step in choosing a CRM is to ask yourself what
challenges you are trying to solve. Perhaps your business is
continuously experiencing:
·
· High customer churn rates,
·
· Challenges in meeting revenue targets,
·
· Difficulties in generating new business.
If you’re a small business, it’s probably good enough that you sit
down and run through this process by yourself. If your business is
larger, it’s a good idea to involve the people who are major stake-
holders in the each of the processes.
In both instances, you need to take a good hard look at how you
run your business. This means going through and mapping every
business process as it works today, so that you can understand
what needs to be done and how it needs to be done. Also, you
should review what information and reporting needs you have, as
well as your document templates and activities.
Why is this step the most important?
After you’ve revised your business processes, you may find that
you have to remove some steps and possibly add others, or maybe
you will even need to sequence tasks and processes differently,
etc.
And the result is that by the time you are finished with
this step, you will have documented the best processes
for your business!
Define what it is that you want to achieve

How sophisticated (and apt) is your staff in
learning new technology?
Will you need to have access to CRM on
your laptop when you are traveling?
How much mobility do you want? Do you
need the CRM solution on mobile phones
and tablets?
Do you need support and training for
your staff to get started?
What other business applications do you
have that you want to integrate with a CRM
system?
Is your future CRM system going to be a
one department solution or will it be used
in the entire company?
Make sure to always check whether the CRM system you’re
considering can interface with other applications you already
have in place.
TO TAKE THE SECOND STEP, ASK YOURSELF
THESE QUESTIONS:
28
Regardless of the size of your company, it’s wise to take a few
minutes and think about the systems that you have in place today.
Usually, businesses need to integrate the CRM system with their
existing accounting, e-commerce, social media, ERP, online web
portals, databases, etc.
It may also happen that you won’t have anything at all to
integrate, but writing down the answers to these questions will
go a long way in helping you to set up a list of requirements when
talking to a CRM vendor.
Define your requirements for technology
and support

Pay as you go, per user, per month, etc. Up-frontcapitalcostsforhardware,soft-
warelicensing,labspace,airconditioning,etc.
Customization Limited customization Somewhat customizable depending on
software vendor
Hardware Hardware and software owned reside at
provider’s site
Customer must provide hardware and
system platforms to run apps
Security Access to SaaS apps is via internet, creating
possible security risks
Accessible from anywhere and on any device
Limited integration, even though this is an impor-
tant requirement
Less risky because of on-premise location
Limited access to business applications
via browsers running on mobile devices
Mobile access
Integration
SaaS provider controls systems and is
entrusted with customer data
Control Local control of all systems and data
Integration with existing software is
commonplace
Cost
SaaS ON-PREMISE
29
Define your requirements for technology and support
By all means, budgetary concerns play a big role in which CRM
solution you’re going to choose. Some businesses are constrained
by current business conditions. Other businesses are able to take
a longer-term view of their CRM investment.
It’s hard to believe that less than a decade ago,
customers had few choices in deciding where and how they could
pay and deploy their CRM. Today’s picture has changed quite a
bit. There are alternative payment options like purchasing
outright, leasing, and even rental.
On-premise deployment
There are also different ways to deploy your CRM.
The traditional option is to invest in an on-premise installation,
which requires users to own and maintain their own technology
infrastructure: servers, storage, networking capabilities, and
personnel. There is an initial cost for the software and licenses,
plus an annual maintenance fee. Typically, there is also a cost for
integration.
Companies that prefer this option have complete control over the
CRM system with regards to security and data and they also have
full control over the way the software is customized and
configured in-house. Companies that choose this option usually
have their own IT departments.
Cloud deployment
A cloud-based or hosted deployment option means that the
software is hosted by a service provider and the data from the
CRM software is available as long as there is an Internet connec-
tion. The hosted CRM is also known as Online CRM, Software-
as-a-Service (SaaS), On-demand CRM or Cloud CRM. The cost
is broken into a per-month subscription fee and there may be
integration costs as well.
There are companies who like the hosted CRM (SaaS) option
because of the fast deployment time, cheaper setup and
maintenance costs. No IT department is required for this option.
All software updates are pushed automatically.
Making the choice: SaaS vs. On-premise
To help with your decision making, we have created
a comparison chart.
At first glance, you may think that it’s pretty easy to differentiate
between what kind of company will buy which option – smaller,
cash-constrained companies use the cloud, larger companies
with IT resources use the on-premise version. But, it’s not
necessarily as black and white as this. As always, the best solution
really depends on the needs of your business.

30
Remember – the key to CRM success does not primarily depend on what
the software can do, i.e. all of its functional gadgetry.
The most important CRM success criteria are (a) how much an individual user
in an organization is able to use a particular set of features, and (b) how well
the solution can support your company’s key business processes.
A very common mistake that businesses make when choosing a
CRM system is that they get stuck comparing the features list.
We don’t recommend this approach, as most CRM
systems have more or less the same basic features. Then, your
decision would come down to paying attention to the features
and functions which are rarely used, if at all.
At this stage, it’s important to keep in mind what
problems or processes you are trying to fix, and ask yourself if
the available features will help you solve these problems. If the
feature doesn’t help you to solve your problem, then it’s simply
not needed.
It’s also important to keep in mind how much of the CRM system
your employees will be really able to use. Will they use all the
bells and whistles? Perhaps, only a small number of your staff
needs advanced features? In other words, when it comes to CRM,
more is not necessarily better.
We believe that it is never wrong to start small.
Match your needs to what the market offers

3
1
2
Industry experience
By studying websites of different vendors, you can get a good
idea of the types and sizes of companies that they work with.
Pay attention to vendors who have worked with companies and
industries which are similar to yours. Also consider the types of
CRM solutions this vendor offers. Is it only a niche solution or is
it a horizontal solution which can fit all types of businesses? You
want a vendor who can match your specific needs and has
a solid knowledge in servicing your industry.
A CRM solution is no good if it’s not properly configured
or if your staff isn’t trained to use the features.
So, when you’re asking for a price, make sure to ask how
much it will cost to configure the solution to your needs and
to organize staff training sessions – not just online tutorials.
A CRM system should complement your business and reflect
your sales process, your marketing strategy, your customer
service activities, your contact management routines. That’s
why you should choose a system that is easy to configure.
As for training, it is one of the most important factors of a
smooth CRM adoption, where everyone knows how to use
the software to increase their efficiency.
Whether it is group, individual or role-based, CRM training not
only shows how the system works, but also how everything
is connected and how each user contributes to the general
organizational workflow. CRM training, in fact, helps a
company to work together towards the same goal.
Local partner network
Most European businesses want to have a local partner to
provide local support during and after the CRM implementation.
If this is important to you, then it makes sense to look into the
vendor’s partner network.
·
· Does the vendor have local partners?
·
· Do these partners only implement CRM or can they also
offer business consulting?
·
· How much CRM experience does the local partner
have, what is their certification status and how many
implementations have they been involved in?
Customization and training
31
Here is a list of areas you might want to think about when
evaluating different CRM vendors.
Once you have identified your CRM needs, your next
step is to pick the right vendor for your business. It is also
advisable that you invite at least two vendors to the table,
so you are able to compare their CRM offerings.
THINGS TO CONSIDER WHEN
EVALUATING A CRM VENDOR

6
5
4 7
8 References
And, last, but no least, look for companies who can give you cus-
tomer references about CRM vendors. Seek references
from companies that are similar to your business to get a good
understanding whether or not a CRM vendor really helped
customers like you. Find out what their situation was and how it
changed after they implemented a CRM system you’re eyeing.
This will help uncover whether your business is likely to
succeed with a specific vendor.
(Check Appendix to find a comprehensive list of questions
you want to pose to a reference).
With GDPR now in effect, your customers’ data and how
it’s stored is more important than ever before. Having a
GDPR-ready CRM system helps you manage and protect
customer data more efficiently.
For example, if your customer wants to be removed from your
database, you need to able to honor their request and send a
confirmation of deletion. Or, if your customer requests an
electronic report of all data you store on them in your CRM,
you’ll need to be able to generate that report for each
customer individually.
A one-click solution will save you time and resources, instead
of manually removing the customers’ data from multiple sales,
marketing and customer service databases, or painstakingly
sifting through various resources and double-checking what data
you store on them and where – all of which way too
often leads to human error.
Without GDPR-specific features, you run the risk of failing
to comply, which in turn may result in paying serious fines.
GDPR-ready functionality
User experience
One of the most crucial criteria of choosing a CRM system is how
you feel and what you experience when you use it. Does it help
you? Is it intuitive? Or is there something that irritates you or
slows you down? All this constitutes user experience.
For example, you can ask the vendor to show you how many
clicks it takes to do a specific task. As you watch, ask yourself:
How effective (and enjoyable) is the user interface? Are the but-
tons labeled clearly? Is the flow of actions logical?
So, when you are watching a demo or testing out a CRM system,
make sure to evaluate the system’s user interface, as well as its
ease of use.
A demonstration and a free trial
Never take a CRM system at face value! It’s always a good
idea to test it out.
The best solution is to start with a live (or online)
demonstration and then move onto a free trial.
During a live demo session, a sales person walks you through the
software and shows you how to use it. Then, you can ask specific
questions that are related to your business.
After that, you can move on to “playing” with a trial version
in order to get a good feel how everything works and see the
system’s strengths and weaknesses. Look at such things as
the ease of use, key functionality and the ability to expand.
Most companies concentrate too much on choosing either an
on-premise solution or a cloud solution. But, just because you
need one deployment option today doesn’t mean that you won’t
need the other one sometime in the future. Choose a vendor that
can help you keep as many doors open as possible. It’s best to
choose a vendor whose CRM system is flexible and able to evolve
together with your business.
Flexible deployment

Key questions to pose
to a CRM vendor
How much training and additional services are
needed, if any?
How long will the implementation take?
How will the vendor handle any problems that we
may encounter along the way?
How easy is the software to learn and use?
Can the system’s functionality be scaled
up in time?
33

1 2 3
Explain to the business
why your company has
implemented a
CRM system.
Communicate the business
goals you want to achieve
to everyone in your
company.
Follow up on the success of
CRM in your company.
34
Setting up the goals at the start of a CRM implementation
project can help you to do three things:
For many companies, measuring the outcome of the CRM
implementation comes as an afterthought. Unfortunately,
if measurements aren’t set up from the start, you will never
know if your CRM initiative met your business
goals or not.
HOW TO MEASURE THE
SUCCESS OF A CRM SYSTEM

Every company has a different vision for their CRM
project because business challenges vary from
company to company.
Every vision brings with it a variety of business goals to
measure. For example, one company’s challenge could
be to centralize customer information and improve
sales productivity with the help of a CRM system.
Another company’s challenge could be that they need
to improve customer retention and increase
overall efficiency.
Also, each business process will have different goals.
For example, if you are in sales, your measurements for
success will be different than if you were in customer
service.
The sales department might measure the number of
open cases, closed deals, sales activities completed
per sales rep, etc. Meanwhile, the customer service
department would measure the response time, how
quickly cases get resolved or closed, case load per
customer service rep, the number of lost and or
overdue support tickets, etc.
Our advice – start out with realistic goals and use
percentages for a better understanding of progress.
How to define the baseline
Defining the baseline basically means that you
document where you are today wth regards to
certain business goals and metrics.
If your company is interested in growing your custom-
er base, then it would be instrumental for you to find
out how many new customers your company got on
board in the past 12 months. You could also find out
how the customer development has been in the last
3-5 years.
If your strategy is to retain customers, your
baseline would be the number of customers that
your company lost in the past year. You could also
assess the dynamics of “losing” customers over the
last 3-5 years and split the numbers by customer
category, so that you could see which category had
the biggest impact.
Other areas you can use as baselines could be:
·
· Revenues
·
· Sales activities
·
· New leads
·
· Number of complaints
·
· Customer satisfaction
·
· Sales effectiveness
How to create goals for your
CRM project
To determine the impact of CRM on your
business, baselines for key business metrics need to
be established from the start. After that you will then
need to set up some goals to work towards. These
goals will help you track the success of the CRM
project as compared to the baseline.

# of proposals given
Amount of recurring revenue
Amount of new revenue
# sales calls made
Sales stage duration
Close rate
# of open opportunities
# of retained customers
# of new customers
# of prospects
Department: Sales
Goal: Increase revenues
Baseline last year Baseline status Goal this year Goal year 2
Metric
To help you visualize how to set up
your goals/metrics, we’ve prepared a
simple matrix. Below, we offer you one
example for sales, one for marketing
and one for customer service.

Average response rate
# of cases (tickets) closed the
same day
# of service calls
# of cases handled by agent
Average number of service
requests by type
Average time to case
resolution
Baseline last year
Metric Baseline status Goal this year Goal year 2
# of campaigns
# of purchases/ campaign
# of new leads
# of responses/ campaign
Revenue generated /
campaign
# of opt-in’s
Baseline last year
Metric Baseline status Goal this year Goal year 2
·
· WHY you wanted a CRM system in the
first place, and
·
· WHAT you wanted to improve with it in
your business.
These goals will also work as milestones
and will help you keep in mind:
Department: Marketing
Goal: Improve campaign response rates
Department: Marketing
Goal: Improve campaign response rates

27%
21%
20%
19%
16%
16%
Senior execs fail to lead
Vendors over-promised
Integrator cost out of control
Software too buggy
Integrator dosn’t know our business
Software lacks features
Why CRM projects fail?
When dealing with a CRM adoption, companies shouldn’t focus
only on the technical side of the project, as this leads to either
failure or haphazard success. It is the people’s hearts and then
minds that you need to win.
And since CRM user-adoption is a team effort, you will need a
set of common goals and an implementation strategy, ensure top
management support, launch an incentive system, demonstrate
ROIs, and, above all, provide an ongoing training.
You need to get everyone in your organization onboard –
from the receptionist to the CEO!
CRM is a huge change for any organization. To ensure a smooth
adoption, you need to make sure that everyone is onboard with
this change. Yet, be ready that not all members of your team will
see the benefits of CRM immediately and embrace it with
open arms.
CRM adoption has a top-down approach. Without the
top management buy-in all CRM initiatives are doomed to fail.
If the leaders don’t show example of using CRM on a daily
basis, the rest of the employees are likely to give up on it
pretty soon.
According to Peerstone Research, the lack of support from
senior executives tops the reasons of why CRM
onboarding fails.
Before you move on to reaping the benefits of your CRM
project – there is one more thing you need to take care of,
and it is a very important internal project.
THE CRM ADOPTION
CHALLENGE

39
So, there you have it – everything that your company ever
wanted to know about CRM (customer relationship
management) summed up in one place.
CRM is the key to creating great customer relationships and
building customer loyalty. By helping you align your business
processes with your customers, CRM improves quality
and consistency of your customer relationships.
CRM also helps you organize business critical information,
improve productivity and is the glue that holds sales, marketing
and customer service teams together, which, in turn, paves the
way for further business growth.
Whether you’re a small, medium or large-sized company, CRM
is the one application that is crucial to your company’s success.
CONCLUSION

+30 years of CRM experience and still
growing strong
SuperOffice has been in the CRM business for +30
years and still growing strong. This shows our
dedication to the development of great CRM
software and our commitment to our customers.
Ability to choose the version which
fits your business best
SuperOffice CRM comes in a cloud version and an
on-premise version, so no matter what your size
is, we’ve got a deployment solution for you.
Award winning usability
One of the biggest hurdles of CRM adoption is
whether or not the users will use the software.
As a 4-time winner of the PC World “Best in Test”
award, SuperOffice proves again and again that it’s
a great choice for businesses who want a proven,
rock solid CRM solution that people are
willing to use.
Many customization and integration
possibilities
Unlike other packaged software, SuperOffice
lets you modify, remove and embed your own
setup through settings and preferences to get the
software work the way you do. In the dedicated
SuperOffice App Store you can find apps that let
you expand your CRM solution and connect with
your favorite business applications.
Your partner for success
We ensure that you have all the elements for
success you need. Access our community of users,
partners, experts and consultants through forums
and blogs. Our videos, articles, guides, whitepapers,
and other documentation are our commitment
to helping you practice great customer
relationship management.
SuperOffice is the leading
European supplier of CRM
solutions. Loved by over
6,000+ happy customers,
SuperOffice is the preferred
choice.
ABOUT US

Email us at
info@superoffice.com

Success criteria selection
·
· How many years have you used the system?
·
· Why did you go for a CRM system in the first place?
·
· Why did you choose Vendor X?
·
· What are the results so far?
·
· Were you the decision maker responsible for purchasing
the solution?
·
· What made you choose the solution that you did?
Implementation ramp-up
·
· Who helped you implement the system?
·
· How long did it take to implement from start to launch?
·
· Was your implementation on time and within budget?
·
· How long did it take to learn the functions?
·
· How do your users describe the ease of use?
·
· How easy is it to customize the software/make changes?
·
· How has customer support been since your implementation?
·
· How much support from the vendor is needed?
·
· How skilled were the vendor engineers and did they meet
expectation?
·
· How would you rate the quality of the services delivered by
the vendor?
·
· Did you have any escalations and how effective was it?
·
· How flexible was the vendor in its processes to meet your
needs?
42
Questions to ask during a reference call
APPENDIX

The CRM Buyer's Guide

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