Customer Relationship Management (CRM)
Nau have managed the implementation of CRM platforms for over a decade
Selecting the right CRM
When selecting the right CRM, your business should ask the following critical questions to ensure alignment with its operational needs, growth objectives, and technical capacity?
What problems are we trying to solve with a CRM? You need clarity on the core challenges, such as disorganised customer data, poor lead tracking, or weak follow-up processes. The CRM should directly address these.
What are our business goals and how should a CRM support them? A CRM must align with both current operations and strategic objectives (e.g., increased sales, better customer retention, improved reporting).
Which departments will use the CRM? Sales, marketing, customer support. Ensure that the CRM meets the functional needs of all stakeholders.
What features do we require from a CRM? You should list essentials like contact management, deal tracking, automation, marketing integration, and customer support tools.
Does the CRM support process customisation? Yes, it should allow custom fields, stages, workflows, and permissions to reflect your actual business process.
Does it integrate with our existing systems? The CRM must connect with key platforms such as email, accounting, marketing tools, ERP, and e-commerce systems to avoid data silos.
Is the CRM API-accessible for custom integrations? If your business uses proprietary systems or plans future integrations, a robust API is non-negotiable.
Is the interface user-friendly and intuitive? If it's not, adoption will suffer. Choose a CRM with a clean UI and minimal friction for non-technical users.
What training and support does the vendor provide? Look for onboarding programs, documentation, video tutorials, and live support to reduce ramp-up time.
How scalable is the CRM? Ensure it can handle increased users, data volume, and complexity as your business grows.
What are the data security and compliance standards? Confirm the CRM adheres to regulations (e.g., GDPR, CCPA) and offers encryption, backups, and access control.
Is it cloud-based or on-premise? Cloud-based CRMs are generally easier to maintain and access remotely. On-premise may offer more control but with added responsibility.
Is there a mobile app and how functional is it? Sales and field teams need mobile access to contacts, notes, and tasks. Ensure the app mirrors desktop functionality.
What reporting and analytics tools are available? You need customisable dashboards and reports to track KPIs, team performance, and sales pipeline health.
What is the total cost of ownership? Understand base pricing, cost per user, fees for integrations, add-ons, and implementation services.
What return on investment can we expect? Evaluate whether the CRM will shorten sales cycles, reduce churn, or increase customer lifetime value.
How reputable and stable is the vendor? Review their track record, years in business, customer reviews, and responsiveness to support issues.
What service level agreements (SLAs) and support are provided? Check for guaranteed uptime, support hours, response times, and whether dedicated account management is included.
CRM Platforms
CRM is key to businesses as it centralises customer data, streamlines communication, and improves customer service. It enables businesses to track interactions, analyse customer behaviour, and automate marketing and sales processes, leading to increased efficiency, stronger customer relationships, and higher conversion and retention rates.
Salesforce
Salesforce empowers businesses to drive growth by offering a scalable, cloud-based platform that unifies sales, service, marketing, and analytics for enhanced customer engagement and operational efficiency. Market leader of CRM SaaS platforms in 2024.
Microsoft Dynamics
Enhances customer relationships by centralising data, automating sales and service processes, and delivering actionable insights to drive customer satisfaction and business growth.
SAP CRM
Enables businesses to manage customer interactions more effectively by integrating sales, marketing, and service functions, resulting in improved customer engagement, streamlined operations, and data-driven decision-making.
Comparison of the three main CRMs—Salesforce, Microsoft Dynamics 365, and SAP CRM
How we can help
Nau delivers expert CRM, Lead-to-Cash and AI consulting to help businesses leverage the best technologies and platforms for real, measurable outcomes.
We don’t push hype—we deliver results. Whether you're looking to streamline operations, reduce costs, improve forecasting, or enhance customer satisfaction, our approach starts with understanding your core business functions and pain points.
Whether you’re exploring CRM platforms for the first time or looking to scale, Nau provides the strategy, tools, and expertise to make it happen.
We can help your business. Let’s get started.
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