How to Choose the Right CRM for a UK-Based Small Business

How to Choose the Right CRM for a UK-Based Small Business

?t is not debatable that building and maintaining strong customer relationships is crucial for long-term success for any business. But, as the customer base grows, it becomes difficult to manually manage contacts, sales leads, and client communications. That’s where a Customer Relationship Management (CRM) system comes in. A CRM helps organise and automate how your business interacts with its customers throughout the customer journey. If you also wish to implement CRM for your business, read further in the blog to understand more about what a CRM is, how it works, how to choose the right CRM for your business and what the benefits of using a CRM are.

What is a CRM?

CRM stands for Customer Relationship Management. It’s a type of software that helps businesses manage interactions with current and potential customers throughout their customer journey in one centralised platform. 

A CRM allows you to:

  • Store customer contact information
  • Track sales and communication history
  • Manage marketing campaigns
  • Monitor leads and deals
  • Schedule follow-ups and appointments

A CRM works as a customer database where you can store all customer-related data and information that is available across your entire business. It helps streamline sales processes, improve your marketing and enhance customer service.

How does a CRM Work?

A CRM works by collecting, storing, and organising your customer data from various channels. These channels include emails, phone calls, website forms, social media platforms, etc. It organises all this data in one place, analyses it and then creates actionable insights and reports that can be used for understanding customer persona and creating specific strategies.

Here's how it typically functions:

  • It gathers contact information, communication history, website visits, interactions, etc., from customers
  • The software then categorises customers based on such collected information about customer behaviours, interests, location, or stage in the sales funnel.
  • The software then sends automated follow-up emails, assigns tasks to team members, and automates repetitive tasks.
  • Based on analysis of stored data, CRM provides actionable insights into customer trends, sales performance, and marketing ROI.
  • CRM also logs support queries from customers, generates tickets and helps track issue resolution.

How to Choose the Right CRM?

There are tons of options available for CRM for your business. But it is important to choose the right CRM for your business that aligns with your business requirements, fits in your budget, provides scalability, etc. Let’s look at some factors that should be considered while choosing the right CRM for your UK-based small business: 

  1. Cloud vs On-Premise: The first consideration is to decide if you want a cloud-based CRM software or an on-premise implementation. Both options have different sets of pros and cons that should be considered while making your decision.
  2. Industry-specific Partner: It is important that you choose a CRM service provider that understands your industry and its regulations. The CRM software you choose should be able to understand your industry requirements.
  3. Features and Functionality: Pick a CRM that offers features and functionality that suit your business, such as contact management, lead tracking, email automation, calendar integration, remote access, etc.
  4. GDPR and Data Compliance: The UK government has become stricter about GDPR regulations and data compliance. Choose a CRM software that stays updated with the changing compliance requirements.
  5. System Integration Capabilities: Ensure that the CRM you choose has capabilities to connect and integrate with your business’s existing tools, such as email platforms, accounting software, e-commerce systems, and communication tools.
  6. Scalability: The CRM you choose to implement should be able to scale as your business grows in terms of size and operations. Always check in advance with your CRM service provider if the software is able to support such business requirements.
  7. Support and Training: Look for a UK-based CRM that provides round-the-clock customer support, both remote and on-site.
  8. Cost and Value: It is important that the CRM you choose provides benefits and value that exceed the cost of implementing the software.
  9. Customisation: No two businesses are the same. Hence, it is important that the CRM system you pick has capabilities to provide customisation to suit the unique needs of your business.
  10. User Experience: Your CRM should be simple enough for your team to use daily without excessive training. Look for intuitive dashboards and clear navigation.

Benefits of Using a CRM

There are multiple benefits of using CRM for small businesses that far exceed the cost of implementing it. Here are some of the most common benefits that small businesses experience from using CRM:

  • Better Organisation: CRM stores all customer data, tasks, and communication in one place, which makes it easier to organise.
  • Improved Customer Relationships: It is easier to track interactions and preferences to deliver more personalised service and timely follow-ups through CRM.
  • Increased Productivity: CRM helps automate repetitive tasks, streamline the sales process, and save valuable time.
  • Enhanced Collaboration: Team members can access the same and updated customer information, which enhances collaboration.
  • Informed Decisions: CRM generates reports to understand performance, identify trends, and help in making informed decisions. 

Conclusion

Choosing the right CRM is one of the most important decisions, especially for a small business and should be made after careful consideration. Confidential and sensitive customer trust, data protection, and personal service are critical for any business and should be handled carefully. Implementing CRM can bring multiple benefits, but some important aspects should be considered, such as selecting cloud software or on-premise installation, the features and functionality it offers, system integration capabilities, etc. It is recommended for businesses to partner with a reliable and expert professional who can assist them in making this decision. Contact Gluu today for more information on how to choose the right CRM for your business.