What to Consider When Choosing a Customer Relationship Management Platform

What to Consider When Choosing a Customer Relationship Management Platform

Many small and medium-sized businesses do not have the resources for custom customer relationship management (CRM), so choosing CRM software from an external partner is your best bet. Every business has its own unique requirements, but the following article describes a few factors that every business should consider when selecting a CRM platform. 

Compatibility with Existing Software

The CRM platform you choose for your business must first and foremost be compatible with the existing tools already in use. An effective CRM solution should be flexible enough to integrate with existing platforms. It should also be easy to add new apps as your business expands over time.

For CRM software to be effective, it has to make life easier for you and your employees. It goes without saying that the platform you choose must be simple and easy to use and improve efficiency by saving you and your team time and effort.

Focus on Customer Experience

Because every business is different, it is vital that you have a thorough understanding of your business’s unique sales, marketing, and customer service needs. Before you can choose the CRM that will deliver the best possible experience for your customers, you need to understand the preferences and needs of your customer base.

Gone are the days when customers could be managed through a single communication channel. Today’s savvy customers will contact you through a variety of different channels including your website, through email, messages on social media etc. Your CRM must have the capacity to serve your customers regardless of their choice of communication media.

Identify Your Business’s Biggest Challenges

When selecting a CRM platform, be clear about the obstacles you currently have when serving your customers. What are the limitations of the existing tools that you use? Whether you are switching CRM platforms or implementing a CRM system for the first time, you must identify in advance the pain points that are unique to your business.

Ask the people who will be using the software every day for their input. Your sales, marketing, and customer service teams are a good place to start in identifying the areas that your CRM system will be relied upon to improve.


It is vital that small and medium-sized businesses consider their choice of CRM in terms of its scalability over time. While a low-cost solution may make sense to you now, it can be disastrous to outgrow your software in only a few short years.

Be sure to balance your long-term objectives with your current needs. As a business owner you are the visionary. Choose software that will grow along with you and your business over time.


On-premise CRM software tends to be more expensive when it comes to implementation. By working with a software vendor, the process is quicker. This will end up saving you money in the long run.

Ask your vendor about a trial phase during which you can be sure that your existing platforms will integrate with the new software before having to commit. Ideally, your CRM vendor will have a support team available to answer questions and help troubleshoot during the implementation phase.

Final Thoughts

Choosing the best CRM for your business is not an easy choice to make. The list of CRM features to choose from can be intimidating. Considering these options while keeping your overarching CRM strategy top of mind is no small challenge.

Eligeo Business Solutions specializes in CRM software consulting. Contact us for help with selecting the most suitable platform for you and your business. Follow us also on LinkedIn for upcoming news and updates.