The most common mistake business owners make is choosing a CRM software package with too many features. According to Martech Zone, 43% of users only utilize half of the features in their CRM.
Another mistake is failing to teach employees the benefits of using a CRM and provide proper software training — part of the reason why CRM features are often underutilized. Never implement an ecommerce CRM solution without defining your business processes and goals — otherwise, you’ll struggle to generate actionable insights from your data.
The complexity of your CRM depends on your business needs. For example, if you’re a small business or startup and don’t offer a referral program and are only active on one or two social media channels, then social CRM features aren’t necessary.
When choosing a CRM solution, start by specifying your business requirements and learning curve. From there, you can better define the must-have features your team needs, and narrow down your ideal providers.
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