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  • Writer's pictureBeata Miętka

The 6 most important criteria for choosing a CRM system provider

A photo o computer with CRM
There's no shortage of CRM system providers on the market, but what should guide your choice when making a selection?

Before deciding on the right ERP/CRM system for your enterprise, an essential step is to conduct an analysis and check potential suppliers.

This is about the case when the CRM systems available on the market do not fullfill their role in your company. Often, an enterprise has its specific requirements, so it's worth looking for a so-called software house/IT service provider who will adapt the system used by the company or - if this is not possible - create a new, dedicated CRM system.

There are many factors to consider when choosing a solution that will be best suited to the needs and goals of the enterprise. Besides the functionality of the system, it's also important to verify the credibility of the IT provider and the quality of services provided by the company.

The 6 most important criteria for choosing a CRM system provider

  1. What experience does the provider have in delivering CRM systems?

A provider with extensive experience can offer solid and more tailored support to the enterprise's needs. Such a provider also has a better understanding of business specifics, which translates into higher quality software and services.

  1. Does the provider have references from clients?

This can reveal whether the system meets expectations or if there have been problems with its implementation or operation. Positive recommendations from clients can confirm the quality and effectiveness of the system, which in turn builds trust and increases the likelihood that the chosen CRM system will work well with your company.

It's also important to pay attention to negative reviews and feedback, to understand potential problems or limitations of the system and how the provider responds to clients' comments and suggestions. It's also valuable to ask the provider for so-called case studies of completed projects.


  1. What are the contract terms and costs associated with delivering and maintaining the system?

All components of the contract should be specified as much as possible to avoid any potential ambiguities or disputes in the future. It's worth thoroughly analysing the provider's offer and accurately estimating the costs of the initial investment and the system's maintenance over a longer time period – this is a very important aspect that business owners often forget, focusing on the system's cost alone. While creating a dedicated system may involve a significant one-time expense, the cost will pay off in the long run. Older generation systems require constant attention, bug fixes, etc., which generates daily costs - it's worth considering this aspect and calculating how much the company pays for maintaining such a system.

Additionally, potential additional costs, such as fees for extra modules or integration with other systems, should also be considered to get a full picture of the costs associated with implementing and maintaining the system.

  1. How does the provider ensure data security?

The enterprise owner has a duty to protect customers' confidential information. By asking the provider about data security measures, the enterprise can offer its customers additional security guarantees, which may contribute to increasing their trust. Incidents related to data breaches and cyberattacks are increasingly common, so it's important for the system provider to have effective protection measures to shield the enterprise from potential threats. Thus, asking about data security is a key element in evaluating a potential provider.

  1. Does the provider offer data migration assistance to the system?

The provider's involvement is an important aspect when transitioning to a new system. The provider's knowledge and experience, along with the right tools, can speed up and simplify the migration process. The provider's assistance will minimise the risk of data loss or damage and ensure the full utilization of the new system's capabilities.

Furthermore, cooperation with the provider can guarantee business continuity during migration.

  1. Does the provider offer training for employees on how to use the implemented system?

Training is crucial to ensure that users will fully utilise the new system's capabilities. Well-trained employees will be more efficient and productive in their work, which will consequently benefit the entire organisation.

Properly trained employees can contribute to better utilisation of the system's potential, which can lead to increased efficiency of actions, streamlining of business processes, and improvement of customer relations. Therefore, it's important for the system provider to offer support in the form of professional training that will adequately prepare users to use the new tool.

The criteria for selection presented above should be considered when choosing a CRM system provider for an enterprise. Conducting a thorough analysis and evaluation of potential providers is essential to ensure the solution is appropriately tailored to the company's individual needs. Beyond the system's functionalities, it's valuable to consider the provider's experience and the quality of services they offer.

The added value of such a diligent analysis is creating a solid foundation for the effective implementation of the system, which will consequently enable the efficient use of the new tool in the company's daily operations.

Learn more about the criteria for choosing an IT service provider: Making the Right Choice: Factors to Consider When Selecting an IT Service Provider


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