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Beware of the CRM Trap: Per-User Pricing
The importance of not limiting the users in your Account
By Madison Potter
The goal with your CRM (customer relationship management) system is to focus on generating, nurturing, and managing your leads and customers. A good CRM system should help you effectively manage your team, contacts, and tasks without breaking the bank. Unfortunately, most CRM companies do not take this into consideration with their pricing structure, ultimately increasing your total cost of ownership. Oftentimes, small businesses are trapped into subscription plans that charge per user and/or feature. In the end, the business ends up with a much higher bill than expected because of all the add-ons for their marketing, customer services, etc. Per-user pricing structures can bring up the price of your subscription substantially, decreasing your overall ROI - among other disadvantages.
It’s important to be cautious of this common pricing structure we call ‘Per-User’ pricing. Because each user adds an additional expense, for small businesses on a budget, it's cost prohbitive to extend access to the entire team. Managing your leads and clients is a team effort, and you don’t want to be stuck with paying for each additional user and feature as you begin to grow. Find a pricing structure that’s based on your actual business growth (contacts), instead of your company size! Plus, in the age of the customer experience, your entire team from sales to marketing to operations and customer service should be actively working in your CRM.
Importance of NOT limiting the users in your Account.
Need employees on board (Team buy-in, engagement)
One of the biggest reasons why businesses fail to successfully implement a CRM is because they do not invest in getting the entire team on board with the new system. User adoption is very important to the success of managing your business' relationships. Multi-user access increases transparency both internally and from the customer's perspective, promotes recording detaills and helps gain valuable insight into your team and their relationships with your leads and customers.
A Complete CRM acts as a second brain to your business and can (and should) be used by every department within your organization. This not only increases employee satisfaction, but having your employee's buy-in elevates your business success and holds everyone accountable in their efforts. Not to mention, it promotes healthy and productive collaboration with a common goal in mind.