Customer Relationship Manager(CRM) Question:

A business needs to consider the following points while selecting a CRM software −

► Business strategy and processes − It helps to automate a customer management strategy. Hence before selecting a CRM software, a business should be clear with its strategies and desired processes.

► Business requirements − CRM systems range from domain specialty solutions that focus on solving a specific area such as sales force automation, marketing automation, services automation, partner management, etc., to complete enterprise management solutions.

► Size of business − Small businesses require tools that are easy to learn and can handle a wide range of the most common tasks. Large businesses opt for applications that handle more complex tasks and thousands of users.

► Customer base − The size of the customer base a business is required to handle.

► Budget − A business needs to set a budget prior vendor selection. The budget allocated for CRM varies according to the degree of customization required.

► Context − The context in which a business is functioning, e.g., B2B or B2C, determines which CRM the business should go for.

► Sales channels − The sales channels a business is employing: Direct sale, channel sale such as distributors, or Direct to customers via retail. They matter while selecting the most suitable CRM software.

► System integration − All the interfaces the business needs and the CRM vendor can support without requiring too much custom services effort.

► Strength of partners − The partners must be able to provide a business with additional support, or help to implement the CRM successfully.