How to Select CRM Software for an Online Business

As you build your online business, you may find a need for a customer relationship management (CRM) system to generate reports, manage marketing campaigns and provide online access to your customers. Luckily, you can select from several CRM software titles that will work for your business.

Instructions

Difficulty: Moderate

Things You’ll Need:

• Online store

Select CRM Software to Use With Your Online Business

1. Look for a strong sales management component when you select CRM software. You should be able to easily pull up information about customers and their transactions in a variety of configurations. Your sales team should be able to use this feature to send targeted marketing emails.
2. Select CRM software that eases order fulfillment. It should be easy for customers to place orders and for you to receive each order, package it and ship it out. All customer service notes should be stored with the order so it can be fulfilled correctly.
3. Choose software that provides all of the reports you may need with the touch of a button. You should also be able to create custom reports easily.
4. Make sure that the CRM software provides online customer service and order elements for your customers. They should be able to pull up their order history, tracking information and account details.
5. Explore CRM software packages that integrate with current applications. The software should work with your mail program and online store.
6. Decide how portable you need the CRM capabilities to be. Some software allows you to pull up information and run reports from PDAs, mobile phones and off-site computers.
7. Create a budget for CRM software and stick to it. Select a program that is affordable for your company, while providing all of the necessary services. Some of the larger software titles may be too robust for a smaller online business.
8. Pick CRM software that is easy to use for all of your employees. Programs that are too cumbersome could send your costs flying as you train employees or have a period of downtime for the online portion of your business.

Tips & Warnings

• In essence, your CRM software should allow you to maintain and use all of your current databases related to customers, inventory, sales and transactions in one easy-to-use interface.
• Check your current online store software to see if there is compatible CRM software or if the capabilities are perhaps already built in.
• Factor in support costs from the software provider. You may need to call upon the company to upgrade or fix your CRM program. Try to select a company that offers a free initial support or training period.