CRM Testing: Why It Is Critical for Business Success

Timothy Joseph
Timothy Joseph | January 3, 2023

CRM Testing: Why It Is Critical for Business Success

For many businesses and organizations, customer relationship management (CRM) systems are essential for managing customer data, organizing customer interactions, and driving sales. As such, the reliability of these systems is critical to business success. To ensure that a CRM system is working properly, it must be tested regularly for any problems or potential issues. This process is known as CRM testing, and it is essential for businesses to stay competitive and successful.

In this article, we will explain what CRM is and why it is so important to businesses, discuss the key components of CRM testing, and provide strategies for successful CRM testing.

What Is CRM Testing and Why Is It Important?

In a business where customers are the lifeblood of the organization, CRM testing is a vital part of ensuring customer satisfaction. Customer relationship management (CRM) testing is a process that verifies the functionality and performance of a CRM system to ensure that it meets the needs of its users.

This type of testing helps identify any potential issues with a system so they can be corrected before they become a problem for users. Additionally, it can provide valuable insight into how the system is being used, which can be used to make improvements and ensure that it continues to meet customer expectations.


Why Do CRMs Malfunction?

Depending on the type of CRM system in use, there are a variety of reasons why it may malfunction. To give you a better understanding, here are some of the most common causes of malfunctions in CRM systems:

  • Insufficient Understanding of Client Requirements

    The most common cause of malfunctions in CRM systems is the insufficient understanding of client requirements. This happens when the development team does not fully understand the needs and expectations of their clients, leading to designs that do not meet their needs or fulfill their expectations.

  • Inadequate Planning of the Development Process

    Planning is critical to every aspect of every business and CRM is not an exception. If the development process is not properly planned, it could lead to critical issues in the system such as incorrect data or slow response times.

  • Missing Testing Phase

    Another reason for CRM malfunctions is the missing testing phase. If the CRM system has not been adequately tested, then it is more likely to have problems that can affect user experience and lead to customer dissatisfaction. The testing phase is where potential issues are identified and addressed, so if it is not included in the development process, then these problems may not be caught until after the system has gone live.

  • Low Adaptability for Changing Requirements

    Customer requirements and expectations are constantly changing, and CRM systems must be able to adapt in order to remain useful. If the system is not designed with adaptability in mind, then it may not be able to keep up with the demands of its users.


Business Risks of Inadequate CRM Testing

Every business should understand the risks associated with inadequate CRM testing. Not only can it lead to customer dissatisfaction and lost business, but it can also have a significant impact on the overall success of the organization.

Some of the key risks associated with inadequate CRM testing include:

  • Right Access Issues

    Stolen data, confidentiality breaches, and blocking employees from doing their jobs properly are all risks of poor CRM testing.

  • Missing Notifications

    If the system is not adequately tested, this can lead to missed deadlines or meeting notifications and can put company deals and customer relationships at risk.

  • System Delays

    Poorly tested CRM systems can cause delays in processes, from customer service inquiries to the completion of sales. This can have a significant impact on customer satisfaction and employee productivity, leading to losses in revenue for the company.

  • Invalid Data

    Another risk of inadequate CRM testing is the possibility of invalid data inputs. This can lead to incorrect calculations, inaccurate reports, and other issues that can have a negative impact on the organization.

  • Wrong Status Display

    A buggy CRM can also lead to incorrect status displays, which can confuse customers and employees alike. From incorrect deals to incorrectly assigned tasks, this can lead to a great deal of frustration and lost productivity.

  • Buggy or Non-functioning Applications

    CRM application testing is essential to ensure that the system performs exactly how you want it. Missed bugs or non-functioning applications can cause a great deal of frustration for users and lead to significant losses in time and money.

  • Telephony Issues

    Since a lot of customer interactions happen over the telephone, poorly tested systems can lead to dropped calls, long waits for customers, and other issues.


Steps to Test Your CRM

Now that we're through the risks of inadequate CRM assessment, let's look at the steps you should take to ensure that your system is properly tested and functioning as it should.

  • Step 1: Check Data Quality and Conversion

    Verify that the data conversion process is working properly, that all of the necessary data has been transferred into your CRM system, and that it is accurate and no duplicate information exists.

  • Step 2: Check Functionality

    Functionality testing involves checking access levels, POS functionality, reporting functionality, and other features. It is important to make sure that all of these features are working as expected.

  • Step 3: Check Integrations and Reporting

    Since CRM can be integrated with other applications, such as accounting and project management tools, it is important to make sure that all of the integrations are working properly. In addition, make sure that the reporting functions provide accurate, up-to-date information.

  • Step 4: Do User Acceptance Testing

    User acceptance testing is where you actually put the system into use and let real users interact with it. This is a critical step in validating the CRM system, as it will enable you to identify any issues or problems that may arise from using the system in a real-world environment.


KPIs to Track

After you have tested your CRM system and put it into use, there are a few KPIs you should track to ensure that it is meeting the needs of your organization.

  • Testing Requirements

    As mentioned, testing is an essential part of implementing a successful CRM. Make sure that you have testing requirements in place to ensure that the system is thoroughly tested before it is put into use.

  • Non-covered Requirements

    These are features or functions of the CRM system that are not covered by the testing requirements. Make sure to identify and document any non-covered requirements, as these can often be the source of problems.

  • Test Automation Frequency

    Aside from manually testing your CRM, it is also a good call to automate tests in order to speed up the process on things where human intervention is not required. Establish a testing frequency that works best for your organization.


CRM Testing Checklist

To give you a comprehensive overview of the testing process, it may be beneficial to create a CRM testing checklist that covers all requirements and areas of testing. Among must-have items are:

  • Data Testing

    Make sure that the data used in your CRM is accurate, up-to-date, and relevant. Test the data to ensure its accuracy and validity.

  • Integration Testing

    Workflow, business activity, and enterprise application integration should all be tested to ensure that data and activities are flowing through the CRM system correctly.

  • Regression Testing

    Once your CRM is integrated and up and running, you should test for any regressions. Make sure that the system is still performing correctly and adjust as necessary.

  • Security Testing

    CRM is vulnerable to security threats, so make sure that you are testing for any potential security risks. This includes ensuring data is encrypted and secure, as well as testing user authentication protocols.

  • Usability Testing

    Usability is an important part of any successful CRM system. Test the interface and user experience to ensure that it is easy to use and navigate.

  • Performance Testing

    Finally, make sure your CRM is able to handle high levels of usage and transactions with satisfactory performance. Monitor the system’s performance to ensure that it can meet all your organization’s requirements.


How to Set Up a Plan for CRM Testing

Once you have identified the KPIs and testing requirements for your CRM system, it is time to set up a plan for testing. Here are some tips on how to get started:

  • Step 1: Process Design — From 0 to 2 weeks

    Process design is the first step in testing your CRM system. It involves figuring out what processes you will use to test the system, such as automation and manual testing. It also covers identifying any non-covered requirements.

  • Step 2: Test Preparation — From 4 to 12 weeks

    Test preparation involves identifying the resources needed to complete testing, such as data and personnel. It also includes creating any necessary test scripts or checklists as well as setting up the test environment.

    • Choose Testing Type: In test preparation, you also need to decide what type of testing you will use. Will it be manual, automated, or a combination of both?
    • Vendor Selection: You may also need to select a vendor for CRM testing services. It is important to make sure that the vendor has experience in CRM and can provide quality services.
  • Step 3: Launch Test — Requires up to Two Weeks’ Time

    Once test preparation is complete, it’s time to launch the tests. During this stage, you will be running the actual tests on the CRM system to ensure that it performs as expected.


Outsource your CRM Testing: Call in the Pros

If you are wondering what is CRM in software testing, it is a complex process that requires expertise. If you lack the technical know-how or manpower to complete testing, you may want to consider outsourcing to an experienced software testing company.

Outsourcing software testing has become the new norm, as it allows companies to focus on their core competencies and leverage the expertise of professionals.

By outsourcing salesforce CRM testing, you can ensure that your CRM system is tested to the highest standards and will work best for your organization. If you are interested in outsourcing CRM testing, feel free to call QASource, we have set pricing for our CRM testing services. We offer the most competitive pricing in the industry and guarantee quality results.

Download Your Guide Below to Discover How to be Successful with Offshore Agile QA.


This publication is for informational purposes only, and nothing contained in it should be considered legal advice. We expressly disclaim any warranty or responsibility for damages arising out of this information and encourage you to consult with legal counsel regarding your specific needs. We do not undertake any duty to update previously posted materials.