Customer Relationship Management Platform Selection Guide — Phases 1-3

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IT needs to be a trusted partner in CRM selection and implementation, but the business also needs to own the requirements and be involved from the beginning.

CRM requirements dictate the components of the target CRM architecture, such as deployment model, feature focus, and customization level. Savvy application directors recognize the points in the project where the CRM architecture model necessitates deviations from a “canned” roll-out plan.

CRM selection is a multi-step process that involves mapping target capabilities for marketing, sales, and customer service teams, assigning requirements across functional categories, determining the architecture model to prioritize criteria, and developing a comprehensive RFP that can be scored in a weighted fashion.

Companies that succeed with CRM implementation create a detailed roadmap that outlines milestones for configuration, security, points of implementation, data migration, training, and ongoing application maintenance.

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Customer Relationship Management Platform Selection Guide

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