April 24, 2020

10 signs it’s time to date another CRM partner

David Welsby
Solution Lead – Business Applications at Data#3
In those blissful early days of a relationship, you’re full of hope. You envision a future of working together in harmony, with a partner who wants to see you succeed. Things feel euphoric and meant to be.

But, after the honeymoon is over, the signs start to creep in. A missed call here, an unanswered email there. Soon, you’re questioning whether you need to move on, find someone who supports you- but how do you know where to go next? We’ve put together our top ten signs that it’s time to date another CRM partner.

1. They’re ghosting you.

When they wanted the purchase order they were all over you, but now, when you need some help with updates, your calls go unanswered. If your CRM partner is all about the thrill of the chase, but cools off when your initial implementation is done, the writing is on the wall: walk away before you start missing opportunities.

2. They’re benching you.

Your CRM partner isn’t quite ghosting you, but it is tough getting their attention. Just when you’re starting to move along, they’re back, giving you a taste of their skills, before disappearing again. This neglect of your CRM environment can affect your service, and with 56%1 of customers saying they have stopped doing business with an organisation because of poor service, you deserve a partner who’ll prioritise you.

3. You don’t feel like you’re speaking the same language.

Your CRM system should be all about synchronicity, but somehow your requests are misunderstood. Maybe your partner switched account managers, or maybe they were never really listening in the first place. Communication problems mean the relationship is fraught with misunderstandings. If discussions aren’t helping, they probably aren’t the right fit.

4. They stopped making any effort.

In the early stages, they promised the world. Perhaps, at the start, they delivered just what you needed. Now, it is always you having to pick up the phone, to chase them for updates. When this happens, you’re unlikely to get the best from your CRM system. Solutions like Microsoft Dynamics 365 release new features regularly, and some of them may be just the opportunity your business needs. A good partner will actively share this with you. If they don’t, your FOMO is justified.

5. They just don’t get you.

Over time, a good partner will get to know everything about your organisation and understand the way you work. They learn where you’re heading, recognise your challenges, and share your vision. If your partner isn’t acquainted with the intricacies of your operations by now, they never will be; so maybe it is better to cut them loose. There’s someone out there who cares more.

6. They’re never there for you…

In fact, they’re located overseas, and you never see them. Their call centre is who-knows-where, and they aren’t familiar with your local business environment or regulations. Long-distance relationships lack that personal touch, so maybe it is time to find a partner prepared to get on a flight and be with you when you need them. Which leads to …

7. They’re catfishing you.

They lure you in with claims of being an Aussie business, with a large team of skilled staff, but when you’re hooked, you find yourself dealing with … well, who knows who they actually are? 82%2 of top salespeople cite CRM tools as critical to their ability to close deals, so your CRM systems are far too valuable to entrust to just anyone.  If the reality doesn’t match the profile, find a partner you can trust absolutely.

8. They’re inexperienced.

Microsoft Dynamics 365 can unify your organisation, aligning sales, production, customer service, finance and logistics. You can simplify processes, cut admin time, and improve service – but the right expertise goes a long way. CIO Magazine reports that a third of CRM implementations fall short of their objectives or fail outright, so if your partner is just flirting with CRM technology, the chances of failure are too high to risk. Even the greatest technology tools won’t get you fired up unless your partner knows how to use them, so it pays to find someone who can hit the spot.

9. They’re not interested in a long-term relationship.

Your partner love-bombs you, paying you attention and saying all the right things, but disappears when they’ve got the dollars, leaving you to navigate the future alone. Your business evolves and changes over time, so your CRM system shouldn’t be a ‘set and forget’ venture, it should be a live part of your growth. We see every relationship as a long-term commitment, which means being there for our customers as they develop and grow. Your business deserves nothing less.

10. They lack imagination.

Anyone can churn out cookie cutter solutions, but many lack the vision to give you something bespoke and special. Your organisation is like no other, so why should your CRM solution be standard? Microsoft Dynamics is all about knowing which features to deploy and how to best integrate them into your business. It is about integrating seamlessly with your key systems, to save your people time, increase efficiency, and enable greater productivity. If your partner isn’t ready to take you to new heights, find one that will.

Done right, your CRM system is a driving force for your organisation, bringing data together from many sources and ensuring a consistent, 360-degree picture of your business. Accessing the relevant features has a profound effect on revenue – 65% of sales reps who have adopted mobile CRM achieve their sales quotas, compared to just 22% of reps using non-mobile CRM3.

Isn’t your CRM system too important to put in the hands of ghosters, amateurs, or commitment-phobes?

In a CRM relationship that has run its course? Contact our friendly team of CRM experts today.

1. Microsoft (2017), 2017 State of Global Customer Service Report. [Online] Available at: http://info.microsoft.com/rs/157-GQE-382/images/EN-CNTNT-Report-DynService2017-global-state-customer-service-en-au.pdf
2. LinkedIn (2016), State of Sales 2016. [Online] Available at: https://business.linkedin.com/content/dam/me/business/en-us/sales-solutions/resources/pdfs/linkedin-stateof-sales-2016-report.pdf
3. Innoppl (2011), Mobile CRM. [Online] Available at: https://www.slideshare.net/SathishMariappan/mobile-crm-6803102