Q

Cost vs. functionality

When evaluating CRM solutions, should cost of the product became the number one factor in determination of what to buy, vs. functionality?
Of course, cost is always an important factor during any purchase decision. And, at most large firms, budgets are established to guide these decisions. But, a Cost Vs. Functionality discussion will leave you chasing your tail because it leaves out an important third criteria: Business Requirements. My advice is to first analyze and prioritize your business requirements. Then, you can select the CRM product that most closely matches your core needs in the price range that fits your budget. In some cases, you will be forced to make trade-offs; features vs. price. However, you will use the prioritized requirements list as a tool for analyzing and accepting these tradeoffs -- leading to your ultimate CRM selection.
This was first published in January 2002

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