Choosing a CRM is a lot like dating: you need some experience to know what you’re looking for, it takes a while to find out if you’ve made the right choice, and if you decide to switch to another option, it’s generally a pain in the ass.
We recently went through the CRM selection process at my company, and we ended up with a great choice. I wanted to share the steps we went through, to hopefully save you some pain in your own journey.
We originally used Hubspot as an all-in-one marketing/sales platform. We tried to use it as a CRM as well, but it’s not well suited for that. As our sales volume started to increase, and we quickly needed a better solution to help us manage leads and deal discussions. After an afternoon spent Googling every CRM search string we could think of, we soon realized that there were hundreds of choices. Far too many, in fact. Suffocating under the sheer variety of options, we decided to take a step back…
Assessing Your Needs
We took a break and tried to honestly assess what we really needed from a CRM. Just like your buddy’s girlfriend you can’t stand to be around, some CRMs will be a poor fit because they’re tailored for a different type of user. But since you can’t afford to date a dozen CRMs before you marry one, you have to figure out what you want first.
Here are a few questions that will help you find out:
- How complex is your sales process? Perhaps you sign leads up after a phone call or two. Or maybe it’s a months-long conversation with several people. You won’t need every feature under the sun if you just need a fancy list to keep track of who needs to be called.
- Who will be using the CRM? Is your team really tech savvy, and comfortable setting up a lot of configuration? Or will they refuse to touch something unless it has a beginner-friendly interface?
- How many leads do you manage at once? How similar are they? If you’re selling the same thing to every lead, you probably have a fairly straightforward process. A CRM that simply helps you track progress will be fine. But if you have multiple products that have unique sales approaches, you’ll want more flexibility to customize.
- Where do your sales take place? If you’re out in the field much, then consider CRMs that have mapping features and a strong mobile app (many CRMs don’t).
- Do you sell via email, phone, or both? Several CRMs that offer in-app calling, call logging, dedicated telephone numbers, and other features that make it easy to manage calls. Other CRMs offer direct integration into email services such as Gmail and Outlook, which is handy if you want to easily track correspondence.
- How long does this CRM need to last? Remember, just because you pick a CRM now doesn’t mean that you’ll use it until the end of time. Yes, it’s a pain to switch, but if you’re a startup, the software you use today isn’t what you’ll be using three years from now.
- What other services do you use? Are there email, billing, chat, or other web-based software you use for marketing and sales? Several CRMs offer direct integrations with those platforms, making it a cinch to sync data.
- How available is your tech team? Many CRMs can’t fully connect to other services unless you make use of their API. Have a custom website that someone wrote from scratch? You’ll need to make API calls if you want those forms on your website to update your CRM automatically. If this is a concern for you, check out Zapier, which offers direct integrations between many platforms, all without writing code.
How much does it cost? Don’t worry about this one for now. Most CRMs geared at startups will be within a fairly similar price range. Unless you’re on a shoestring budget, focus on finding a tool that works best for you. More expensive isn’t necessarily better.
Review With Your Team
If you’ve talked through these questions together, you’ll have a pretty good idea of what you need out of a CRM. Here’s what we ended up with:
Our sales process typically involves a couple of emails and a phone call or two. However, the time from initial interest to close can take anywhere from one day to one month. We need something that will make it easy to track correspondence and deal stage. Phone integration and mobile apps are must-haves.
Right now, our products have fixed pricing. The sales process is mostly educational and less focused on negotiation. With that in mind, we didn’t need anything really nuanced. Just an easy way to keep track of how many customers are interested and how many we’ve closed.
Our sales team is a smart bunch, but they don’t have a lot of time to learn a funky interface. Finding something that was intuitive is paramount. While our sales are mostly done in-office, knowing where leads are located geographically is really important, as we sell to many local businesses.
Finally, we need a service that will integrate with MailChimp and Gmail. We’ll also need to update our CRM via an API, since we’d have an custom-built website and sign-up portal for our services.
Go through this exercise and get ready to go hunting…
Narrow It Down
There are a couple options for narrowing your choices: use a service such as Capterra or G2 Crowd to filter your options, OR take the easy way by looking at the short list we came up with:
- Close.io – great for call tracking and a simple interface
- RelateIQ – uses algorithms to help you know where to spend your time
- Intercom – offers a single platform for communicating over multiple channels
- BaseCRM – solid call/email integration, great UI and mobile app
- HighRise – extremely simple, a glorified contact manager
- Nimble – strong social media integration
- Pipedrive – targeted at high-value/low-volume deal flow
- Pipeline Deals – focused on managing an intricate sales process
- CapsuleCRM – easy to get started with
Go On A Date
Once you’ve selected three or four candidates, it’s time for a test run. Set up a trial account, import your data, and start to poke around. Before long, you’ll get a sense of how steep the learning curve is and how much customization is involved before you can really make use of it. Make sure you include any mobile apps as part of the trial process.
If you’re still having trouble making a decision, here are a few tips to help:
- Submit a support request and see how quickly and thoroughly their team responds.
- Check out their documentation. How many resources do they provide to help you along?
- Ask one of their sales reps to tell you why you should choose them over another CRM you’re considering. They may point out some features you weren’t aware of. If you want to dig even deeper, ask the sales rep to tell you what the weak points of their CRM are. Every service has a few.
- If Salesforce came up on your short list, cross it off. Unless you have a big sales team and a lead who’s already familiar with Salesforce, changes are it will be overkill. By the time you have it set up, you could already have been using a simpler CRM for months.
- Visit the company’s blog to see how recently they’ve released new features.
- Take a look at Zapier to see what kinds of integrations are offered. Set up a Zap and see if it works.
Make Your Choice
You won’t know whether you’ve made the perfect decision until you’ve committed to a CRM, started using it for real deals, and discovered all its warts. But you won’t be able to try them all for months. And at a startup, sometimes done is better than perfect. So make your decision, move forward, and don’t look back.
For us, we went with BaseCRM. We really liked its intuitive interface, call integration, and mobile apps. It also has a fairly good API, which means that it can grow with us for a while. Reporting tools are solid too. Yes, there are some shortcomings we found with it, but none of them are serious enough to cause us to reconsider. And their support team has been really helpful. So far, so good…
Have you gone through the process of picking a new CRM? If so, I’d love to hear your own thoughts on how to make the process more painless.