Sonoma Partners Microsoft CRM and Salesforce Blog

CRM: When Homemade Doesn't Cut It

Today's blog post was written by Kayla Silverstein, Marketing Specialist at Sonoma Partners.

There are a lot of scenarios in which homemade is best – be it chocolate chip cookies, cozy knitted socks, or an old-fashioned rocking chair. When it comes to building a CRM system to meet the complex needs of your business, a homegrown CRM system will not provide you with the business tool you crave.

SP_Homemade_CRM_blog

Customer Relationship Management tools are critical to building relationships and growing businesses. Market-leading platforms like Dynamics 365 (formerly Dynamics CRM Online) and Salesforce are market-leading for a reason – they are used by organizations of every shape and size to improve sales performance, proposal generation, marketing automation, and so much more.

Here are 3 things you’re missing out on when you choose to invest in a homegrown CRM system:

1. No updates for you.

When you invest in Salesforce or Dynamics 365, you have access to the tools, functionality, and integrations your team needs to productively operate. From forecasting to integrations, incorporating these features in your homegrown platform can come at a huge cost. The market-leading CRM platforms provide access to today’s vital features and tomorrow’s future innovations. Technology is moving faster than ever, and investing in a name brand platform ensures you can keep up.  

With a homegrown CRM system, the only updates your system is going to receive are the ones you create. By comparison, both Salesforce and Dynamics 365 release updates 2-3 times a year. With these updates, you’re getting access to new features, tried and tested for users just like you and your team. In our experience, we’ve seen about 200-500 new features per release. That’s anywhere from 400-1,500 features a year! How many features do you think, even in your slower seasons, your development team could put together? Probably not 1,500.

2. Forget about custom UX.

Investing in a thoughtful, engaging user experience design provides your team with a tool they  want to use. When you configure Dynamics 365 or Salesforce in a way that satisfies your team’s daily operations, you can present your employees with a trusted platform that uniquely meets their needs. Investing in custom UX is one way to drastically increase both user adoption and the quality of data in your CRM system.

With the steep costs of developing custom UX within a homegrown platform, you could be left with a system that your users will not adopt. With inconsistent use, the system grows stale and underutilized. When you work with Microsoft Dynamics CRM or Salesforce, you can build completely custom mobile applications, enhance simple controls, or deploy fully-branded portals. The sky is the limit!

3. Lack of support.

CRM implementations are naturally works-in-progress. Your different teams are utilizing the system for a variety of means, and odds are, you won’t be able to update every department at the same time. This is one of the reasons Salesforce and Microsoft dedicate time and money to an array of support networks for their users. As a customer, you can access crowdsourced information from blogs and partner channels, to self-help portals to get you the answers you need and fast. Support for your homegrown solution is at the mercy of whoever is around to assist. To set yourself up for success in the long term, invest money where you can get continued assistance and resources to support the road ahead.

If you have questions about how your organization can start investing in a Salesforce or Dynamics 365 solution, feel free to drop us a line.

Feel you’ve gone past the point of no return with your homegrown solution? Don’t panic. We offer a variety of resources to help get you back on course. Start with our eBook on The Trail to CRM Triage, helping you begin the 5-step trail to solve stalled or static CRM solutions.

Topics: CRM Best Practices