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RM software is commonplace in larger companies but its proliferation into SMEs remains relatively modest . In fact , research shows that 34 % of SMEs without CRM software cite resistance to change as an obstacle . In a world that is continually adjusting to the unexpected , the professional teams , businesses and individuals that will excel as we continue to navigate the ongoing pandemic are those willing to embrace agility .

For SMEs , it is imperative that they adopt a CRM system to improve communication between sales staff and customer support teams . Implementing CRM from inception sets businesses up for success from the outset , by establishing a process specifically to help drive sales . Each organisation is different , so determine what will add the best value to your business .

Below I ’ ve listed the key features to look out for in a CRM system :

• Automation : Often sales teams spend too much time on repetitive tasks , such as

FOR SMES , IT

IS IMPERATIVE THAT THEY ADOPT A CRM SYSTEM TO IMPROVE COMMUNICATION BETWEEN SALES STAFF AND CUSTOMER SUPPORT TEAMS . manually sending emails to leads or creating follow-up activities . Seek out the CRM software that has a workflow automation feature . This streamlines the sales process by automating mundane tasks and creating a workflow that reduces human error , enabling the tool to handle the important yet otherwise easily forgettable tasks .

• Real-time progress tracking : Almost every CRM solution on the market offers reporting of some kind , but often this lacks the right context or what insights it can give . Beyond a typical reporting function , seek out a CRM tool that leaves spreadsheets behind and instead offers customisable reports and interactive dashboards . Track your most important reports and KPIs in one place with visual dashboards to monitor team progress at a glance . Additionally , deliver insightful reports that can help reveal winning patterns and bottlenecks for your team to overcome .

• Customisation : With SMEs tight on resources , choose a CRM system that is easy to use and customisable so it can accommodate changes without affecting normal business processes . SMEs are always looking to scale and the CRM solution needs to be able to do that too . Choose a CRM software that can grow to support the more complex processes and application integrations .

CRM can help SMEs to not only increase their rate of success , but to quickly transform it into a larger business . So , take the time to find the right CRM solution . Once you know what you are after , take the plunge and adopt the tool capable of meeting your needs – you won ’ t look back .

RESEARCH SHOWS THAT 34 % OF SMES WITHOUT CRM SOFTWARE CITE RESISTANCE TO CHANGE AS AN OBSTACLE .