Jennifer Burnham
, June 6, 2023
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C-suite executives are likely well-aware of the benefits of using a Customer Relationship Management (CRM). From managing customer interactions, tracking sales pipelines, and evaluating customer data, CRM systems have a wide variety of skills. However, with so many options available in the market, evaluating and selecting the right CRM can be a perplexing task. When shopping for a CRM system, there are several key items to consider to ensure you choose the right solution for your business. Here are some of the top things to keep in mind:

Understand Your Business Needs

It is essential to determine your business's needs. By understanding the business needs, you can identify the specific areas where you need support, such as customer data management, sales pipeline management, marketing support and outreach, or customer service management. Another important item to consider is the size of the organization and how many licenses you may need, and the functionality you will require. Understanding your business needs will help find a CRM that aligns with your business goals.

Evaluate Key Features

Once you’ve identified your business needs, it is essential to evaluate the key features of the CRM. Some of the essential features to consider include:

  • Contact Management: The CRM should provide a centralized system to manage all customer interactions, including contact details, communication history, and other relevant information.
  • Sales Pipeline Management: The CRM should help manage the sales process from lead to deal closure, including deal tracking, sales forecasting, and sales team management.
  • Marketing Automation: The CRM should support marketing campaigns by automating email marketing, customer outreach, social media management, and other marketing activities. 
  • Reporting and Analytics: The CRM should provide real-time data on sales performance, customer interactions, and other key metrics, making it easier to make data-driven decisions. This will help track the effectiveness of your sales and marketing efforts. 
  • Customization: The CRM system should be customizable to meet your business’s unique needs. This customization can include the ability to create custom fields and reports, as well as configure the system to match your business processes and workflows.
  • Mobile Accessibility: The CRM should be accessible remotely. With more people working remotely, having a CRM system that is accessible from anywhere is crucial. The system should be accessible from any device, including smartphones and tablets, so your team can access customer data and work on the go.

Consider Ease of Use 

A CRM system should be user-friendly and easy to navigate. The more user-friendly the system, the more likely it is that your team will adopt it and use it effectively.

Integration Capabilities 

A CRM should seamlessly integrate with your existing systems, including marketing automation tools, customer support software, and other business applications. This integration can help reduce manual work and improve data accuracy, making it easier to manage customer data and track interactions.

Data Security and Privacy 

A CRM system should provide robust data security measures to ensure the safety and privacy of your customer data. This can include data encryption, user authentication, and other security measures to prevent data breaches.


A CRM system should be scalable and able to grow with your business. As your business expands, your CRM should be able to handle increased data volume, user accounts, and additional features.

Support and Training

When purchasing a CRM system, the vendor you purchase from should have adequate support and training to help your team use the system effectively. The vendor should offer training resources, such as user manuals, video tutorials, and online support, to help your team get up and running quickly.


By considering these factors, you can choose an CRM system that meets the needs of your organization and provides a strong return on investment.

At Alithya our CRM consultants are professionals who specialize in helping companies implement and optimize customer relationship management (CRM) systems. Our CRM consultants have expertise in unique needs and challenges and can help companies choose and customize a CRM system that is tailored to their specific needs and specific industry. We also provide training and support to help companies get the most out of their CRM system including conducting needs assessments, identifying key performance indicators, configuring, and testing systems, and providing ongoing support and maintenance.

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