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Report findings revealed: The overlooked factor behind CRM failure

It’s not something everyone thinks of first when choosing a CRM. Especially as it’s easy to focus solely on functionality. But get it wrong and you can lose time, money and that all-important confidence you need to meet your goals. 

Your CRM partner. 

The people managing your deployment are a big part of your CRM success.  

Multi-party vendors use one or more additional companies who will act on their behalf, communicating with you through the deployment.  

With single vendors, you have a direct relationship with your CRM provider.  

The results of our report showed that decision makers were much happier with their deployment when they cut out the middleman and used a single party vendor.  

 There are 4 key reasons that single vendors came up trumps: 


1.Better value for money 

It’s the concern everyone has when adopting new software – how do we stay on budget and get good value for money?  

 7.1/10 participants in our report found that single vendors offered value for money. While 6.3/10 said the same for multi-party vendors.  

 Overspending was also a hot topic. 75% of those that used a multi-party vendor said they incurred unexpected additional costs.  

 The best way to avoid overspending is to do a shared success workshop. Your CRM partner will review how your business works, highlighting key challenges. Then they’ll work with you to create a strategy unique to your business to overcome those challenges with CRM. All costs are shared up front and because your partner fully understands your business, they’ll only charge for what you need.  


2. Stronger support 

Your relationship with the people carrying out your deployment is key to your success. Clear, consistent communication leads to a much smoother start with your CRM. So how did single and multi-party vendors compare here?  

Single vendors were slightly ahead of multi-party vendors when it came to support. And single vendors are doing more to set you up for success.  

Decision makers said that single vendors gave them better quality insights and decision making (7.2/10) compared to multi-party vendors (6.5/10).  

With better communication, insights and with the right decisions, it’s a lot easier to achieve your deployment goals and get started with a system that works for your unique business.   


3. Greater user adoption 

Your deployment has a big impact on how successfully your CRM works for your employees and your customers.  

Those that chose a single vendor had more customer acquisitions and better user activation for licenses with 7.7/10 vs 7.1/10 in favor of single vendors. 

By working with your vendor, you can come up with a strong CRM strategy that helps give you the insights and opportunities with clear objectives. So, whether your goal is to attract more customers, improve retention, or better understand your audience – you have a simple plan to achieve this. 


4. Overall customer satisfaction  

So how do our vendors compare overall? Single vendors scored 7.4/10 overall, while multi-party vendors only reached 6.6/10.  

Single vendors were favoured for support, cost, user satisfaction, customer experience and more. Check out the full report to learn more. 


The question to ask when choosing your CRM 

Are you a single or multi-party vendor? 

By asking this simple question you can understand more about how your deployment will work and who will you’ll be talking to while it takes place.  

While the functionality of your CRM is always going to be an important factor in your decision, don’t forget to think about the kind of vendor you’ll be working with when taking on a new CRM system.  

To keep everything as simple as possible, a single vendor gives you one line of communication, leaving less opportunity for things to get misinterpreted. 


Check out the full report here