CRM software selection projects should adhere to proven practices in order to lay a path for implementation success and begin a journey which leads to a planned destination. Obstacles are sure to present themselves, however, you can prepare yourself with the lessons learned, best practices and shared experiences incurred by professionals who have guided this process multiple times over. This CRM software channel shares primary research, original content, curated information and the collective experience of industry veterans to deliver the insight and systemic approaches which achieve predicable software selection success.
Choosing The Right CRM System
Proper CRM software selections are the precursor to successful implementation and production. Fail the software selection and you are likely to incur a downstream chain of technology difficulties, cultural problems and failed customer facing business processes. Fortunately, success is more science than art. This channel is focused on the science to achieve software selection success.
Effective CRM software demos give you the vital information to compare and contrast different CRM systems and help you make the best selection. Ineffective demos turn into cheerleading exercises for the vendor's product, nearly devoid of any useful information. Here we share the specific steps to maximize your CRM demo success, and ultimately your CRM software selection decision.
Countless pundits have opined near countless theories related to the software selection, implementation, and management of CRM systems. Based on surveys, studies, and research, there is no lack of expert opinion for those about to embark on a CRM software selection project. However, readers often seek practical and specific recommendations that can be immediately applied.
Software selection criterion that have been previously used for years have taken on less importance as they have become table stakes among vendor solutions, while new differentiating technologies have come to the forefront—such as cloud computing, SaaS, IaaS, PaaS, SOA and Web 2.0 technologies. This software selection article looks at the changing criterion in the CRM evaluation process.
Given the scope, value and risk of a successful CRM deployment, the decision-making process should weight and prioritize the most strategic decision factors. By carefully reviewing your objectives, requirements and expectations in a systemic fashion, your early investment in time and research will be repaid many times over with a CRM system that truly lives up to its promise and potential.
For the third time in as many research reports, improper or short changed CRM software selection projects were attributed to failed CRM implementation projects. Other factors included lack of executive sponsorship, weak project management, challenging change management and difficulties in achieving user adoption, over-customization of the software and cost-overruns.
Running an IT-owned CRM project has a tendency to backfire, as end-users grapple with changes to their day-to-day business routines and tasks. Rather, IT and business leaders should proactively seek a cross representation of stakeholders and an evangelist, a high-ranking business executive who will champion the benefits of CRM to everyone from the sales department to the corner office.
Far too many business and IT buyers fail to actively include users in the CRM software selection process, many times relegating the decision making to a features shootout based in large part on features and tools that people don't often use. The project becomes little more than an 'IT buy', sacrifices key learning and places user adoption at serious risk.
Most CRM systems scale and can be customized to accommodate user requests and reporting requirements; however, there is a time when either a software upgrade or trade-in makes the best business sense. Here are 10 criteria to determine if your company should enhance the existing customer relationship management solution—or look for a CRM replacement.
Checking customer references is one of the most important steps in a CRM software selection project, however, one that far too many companies do only at a cursory level, or don't do at all. This editorial shares the 10 steps to making effective reference calls - which when done right simplifies the process and maximizes the benefits.
CRM Software Selection: A Best Practices Approach
Simply weighing platforms, features, functionalities and even costs in a CRM software evaluation is the wrong approach to selecting a CRM software system that will deliver the most strategic objectives and compelling ROI. As counter-intuitive as it may initially seem, choosing the ideal CRM solution is more a matter of knowing your customers, solidifying your processes and clearly defining your end goals than it is picking a brand or package of features. Here are the best practices and proven steps that will bring structure and predictability to the process, reduce risk and ultimately deliver the most important information to make the most informed decision. Read the report ...
Dylan Persaud is the Managing Director of Eval-Source, an independent business software strategy and software selection consultancy based in Toronto, Ontario. Dylan is an industry veteran, and prior to Eval-Source, held analyst roles for IBM Global Services, Technology Evaluation Centers and IDC. In this discussion, Dylan offers insights and lessons regarding CRM software selection projects.
CRM Software Selection Curated Views
Finally! The CRM 2012 Watchlist
Eight Tips For Negotiating CRM Contracts
As part of his annual roundup, CRM and Social CRM thought leader Paul Greenberg delivered his multi-part CRM Watchlist, starting with "The Big 4" CRM. Go To ...
The increasing popularity of CRM software deployed through SaaS generates more inquiries - and advice - about pricing and contracting with vendors. Go To ...
CRMsoftware360.com provides a strong ranking of the top 5 on-demand CRM vendors, top 5 on premise CRM vendors and top 5 open source CRM solutions.
CRMsolution.com offers concrete advice regarding CRM strategy and objectives, several best practices and a comprehensive Blueprint which includes the business case for CRM as well as number of key success and failure factors.