Shopping for CRM systems

This chapter offers a look into how to properly select the CRM software that is right for your company. You'll find explanations of all types of CRM software options, including vertical software, CRM suites and mid-range versus high-end systems. This chapter can also help decide who should be on a company's committee to select CRM and what CRM evaluators should look for in a vendor.

 

Just Enough CRM

Excerpted with permission from "Just Enough CRM," by Francoise Tourniaire, Copyright 2003. Published by FT Works, ISBN 0131010174. For more information about this book, please visit FT Works.

Chapter 6: Shopping for CRM Systems

Shopping with a Purpose
Once your requirements list is complete, it's time to go shopping. As mentioned earlier, don't start shopping seriously for CRM software until you have a fairly good idea of your requirements so you don't waste time evaluating unsuitable vendors on the one hand and you don't ignore potential good fits on the other.

It's useful to organize the shopping process into four stages:

  • Creating a long list. There are hundreds of vendors that claim to be CRM vendors so it makes no sense to attempt to evaluate them all. The first step in the process is therefore to create a so-called long list of likely candidates by performing an abbreviated evaluation of vendors' capabilities against the requirements list.

     

  • Evaluating the candidates against the requirements. Through a structured process, you perform a more thorough evaluation of the candidates on the long list against the checklist, rating them as you go.

     

  • Creating a short list. Using the results from the evaluations, you narrow down the list of vendors to the two or three best candidates. Creating the short list is usually fairly simple, as leaders emerge rather naturally.

     

  • Negotiating the best deal. After the evaluation is complete, you need to check references and negotiate the best possible agreement.

    This chapter covers creating the long list, evaluating candidates, and creating the short list. Checking references and negotiating the best deal will be covered in the next chapter.

    Read the rest of this excerpt and download Chapter 6: Shopping for CRM Systems

    Read other excerpts and download more sample chapters from our CRM and call center bookshelf

    To purchase the book, visit FT Works.

     

This was first published in March 2007

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