Customer relationship management (CRM) helps businesses build customer loyalty, but it can be a costly resource. Marketing Weekly says that when used properly, CRM is invaluable to businesses, but without proper training the software can cause internal issues.
The main advantage of CRM is its ability to integrate information between all departments. Customers don't have to retell their stories to several employees because the software streamlines the information between all departments. Marketing Weekly explains that CRM software works well for call audits, employee training and tracking customer complaints. The system provides personalized information about each client to help the company maintain the relationship.
The main disadvantage of CRM software is system integration. Marketing Weekly explains that CRM software may not be compatible with a business's current email and accounting systems. The company may have to find new email and accounting software that works with the CRM, making the transition costly.
CRM software can be difficult to learn. Marketing Weekly argues that employees may need additional training to use the new CRM software. This decreases productivity, which can result in a loss of sales. Some employees resent the introduction of new software because they feel inadequate in learning a new concept.