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10 important criteria for choosing a CRM system

When choosing a CRM system, small and medium-sized enterprises (SMEs) are confronted with a multitude of options. With so many options, it is easy to become overwhelmed. However, choosing the right CRM system is crucial for success. In this article, we want to present 10 important criteria that you should consider when choosing a CRM system.

Ease of use

One of the most important criteria to consider is usability. The last thing a company wants is for its employees to waste time trying to figure out how to use the CRM system. A user-friendly CRM system should be easy to navigate and provide a clear interface that makes it easy for employees to access the information they need.

Cost-benefit ratio

When small and medium-sized enterprises select a CRM system, the cost-benefit ratio is one of the most important aspects. A CRM system that is too expensive can strain the budget and leaves little room for other important investments. On the other hand, a CRM system that is too cheap may not have the necessary features to meet the needs of the business. When evaluating, it is important to consider the total cost of ownership, including software, hardware, training and support costs. It should also compare the costs of different CRM systems and determine the long-term benefits of each option.


Another criterion is the adaptability of the CRM system. A company needs a CRM system that can be tailored to its specific needs and requirements. This includes the ability to customize fields, workflows, and reports. A customizable CRM system helps companies make the most of their investment and ensure that they get the most value from the system.


Integration is another important criterion to consider when selecting a CRM system. A company needs a CRM system that integrates seamlessly with its existing systems and processes. This includes integration with accounting systems, marketing automation tools, and other systems that are critical to the success of the business. A CRM system that integrates with other systems helps streamline processes, reduce manual effort, and improve efficiency.


A CRM system that can be accessed via mobile devices is especially convenient for employees who spend a lot of time on the road. Mobile access allows employees to access important customer information, manage tasks, and communicate with customers from anywhere and at any time. With a mobile-accessible CRM system, companies can thus increase productivity and improve customer satisfaction.

Reporting and analysis

Reports and analytics are important components of any CRM system. A business needs a CRM system that provides real-time insights into customer behavior and performance. This includes the ability to generate reports, analyze data, and make informed decisions for the business. A CRM system with robust reporting and analytics capabilities helps companies stay ahead of the competition and make better decisions for their business. This is especially important for smaller and mid-sized businesses that often compete with larger companies.


Customer support is another important criterion when selecting a CRM system, because small and medium-sized enterprises often do not have an IT department. An SME therefore needs a CRM system that offers them the appropriate support to get the most out of the system. This includes access to online resources, user guides and a competent customer support team. A CRM system with excellent customer support helps SMEs resolve issues quickly and get the most out of their investment.


Scalability is another important criterion to consider when selecting a CRM system. An SME needs a CRM system that can grow with the business. This includes the ability to add new users, new processes and new features as the business grows. With a scalable CRM system, SMEs can ensure they get the most value from their investment as their business grows.


The CRM system must be able to protect information from unauthorized access, theft, or loss. It must also comply with industry regulations and standards, such as the EU General Data Protection Regulation (GDPR) or the Payment Card Industry Data Security Standard (PCI DSS).
To ensure the security of the CRM system, small and midsize businesses should choose solutions that are hosted on secure, reliable servers and have backup and recovery systems. The CRM system should also have robust access controls and authentication systems that can restrict access to sensitive data based on role or user.

Industry-specific functions

Industry-specific features can be important when choosing a CRM because they allow for better customization to meet a company's needs. For example, a CRM with industry-specific features can address specific processes, business practices, or legal requirements, which increases the efficiency and usefulness of the system to the business. However, it is important to note that a CRM with industry-specific features may be more expensive and not every feature may actually be beneficial to the business. It is therefore advisable to carefully weigh the industry-specific functions against the costs and added value.


Choosing a suitable CRM system may not be an easy task, but if you take the ten criteria presented into account, you can specifically set the course for your entrepreneurial success. From ease of use and cost-benefit ratio to adaptability and security - each criterion is a piece of the puzzle for more efficient work and a customer-oriented future for your company. By carefully weighing and considering your individual needs, you can be sure to choose a CRM system that not only meets your current needs, but is also capable of keeping pace with your growth. If you're unsure which CRM system might be right for your needs, we'll be happy to advise you. Simply make a Date with one of our CRM experts - naturally without obligation and free of charge.  

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