In this day and age of smart selling, building relationships with customers and improving their ‘buying’ experience is becoming crucial. For this purpose, businesses use CRM software. But often, this high-value investment fails to deliver the expected ROI. A major reason for this is that the requirements of CRM buyers are vastly different from the requirement of CRM users. As a result, many organizations are looking to replace their SaaS CRM within the next two years.
In August 2018, Freshworks commissioned Forrester Consulting to conduct a study exploring the adoption, challenges, and investment plans for SaaS CRM software. We put together all the information in an infographic, which brings out the top challenges CRM buyers and users face, and important qualities of an ideal CRM.
Read the Freshsales Forrester report here.
Cover illustration and infographic by Anandh Ravichandran