Before implementing contact management software, it's just as important to know what you shouldn't do as it is to know what you should do. Most businesses that purchase contact management software are happy with their decision because they take the time to implement it correctly.
Other companies, on the other hand, aren't so patient. Rather than training employees and teaching them how to use contact management software like ACT!, HubSpot, Salesforce, or Zoho, they just throw it at them. These companies never fully utilize the software because they never implemented it correctly.
A recent LinkedIn article explains what exactly businesses shouldn't do regarding contact management software. Here's a list of why some businesses don't have success with it:
Failure to define your customer experience strategy
Failure to design with sales, service and support staff being the primary internal ‘customers’ and users
Failure to integrate social selling and marketing automation
Failure to embed sales methodology and sales process.
Failure to configure to be a deal management and sales coaching platform.
Failure to integrate as the single source of truth for the entire customer lifecycle
If you've purchased contact management software and were expecting a bigger impact, then you might want to check the list above. More likely than not, the problem stems from one of these failures.
What most businesses don't understand is that contact management software affects the entire company. It's not just something that sales representatives should refer to before speaking with clients. Marketing teams and managers should also look at the software often.
Most problems that businesses face with contact management software are easy to solve. All you have to do is look back at the implementation of the software and see if you skipped any steps. Even if you're past that point, there's always time to go back and fix what's wrong.
To talk more about contact management software, or anything else, please contact us. Thanks.