Is Your CRM Consultant Biased?

crm bias 250x173 Is Your CRM Consultant Biased?

Evaluating your CRM (Customer Relationship Management) software situation can be a daunting task. Picking the right CRM software is critical because it is used by your sales team, your customer service reps, and your marketing team. That makes it all the more important to find the best solution to fit your needs and company processes.

To make this decision easier, you may want to hire a CRM consultant. The consultant will be able to help evaluate your needs, determine your budget, analyze vendors, and assist you in making a final decision. However, the majority of consultants are biased; they make money selling a specific CRM or CRM(s).

Here are some questions to ask/signs to tell how biased your CRM consultant is.

1: Do you benefit from selling for a specific CRM software vendor?

Sure, the consultant could easily lie, but it never hurts to ask and gage the body language and vocal inflections. Every consultant is paid to sell software, but not every consultant has specific companies they need to sell from. There are thousands of CRM solutions on the market; the less bias the better in finding the best fit for your company.

2: Observe how many/what kind of CRM systems the consultant wants to look at.

If, after fully reviewing your specific needs, he pulls out a list of 3-5 large-sized CRMs without spending some time doing research, he is probably biased. Large-sized CRM systems are the ones most likely to have paid consultants (as they can afford it). It does not mean they are the best solution for your business. There may very well be a small to mid-sized CRM company with a CRM solution made for your industry or business model that would be far less expensive and require less customizations, but because your consultant is biased, you would never know it.

3: Observe how he references specific CRM systems and vendors during or after demos and discussions.

If your consultant seems to be talking only about the positive aspects of a specific CRM solution, but avoids or dismisses any negatives, that would be a key sign that that particular CRM comes from one of their preferred vendors. Likewise, if all they do is focus on the negative and ignore the strengths of others, you know it is one they have no relationship/affiliation with. For example, when evaluating a CRM solution, your Sales Manager says that this one won’t work because the reporting and pipeline management are unbearable. If the consultant says something like, “Well the rest of it works….I don’t see this being too much of a problem” you should realize at that point he might not have your best interests in mind.

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