ign management, sales order management,
Call Center sales, interactive voice response (IVR) systems or field force automation.
2. Deployment - The appropriate CRM solution depends upon how it will be deployed in th.company - whether it will be set-up as a
traditional solution, an on-premise installation, a hosted service, or a hybrid solution that blends the two. Citing an example, a large industry that already has an on-premise CRM solution may decide that a hosted solution is the perfect way to rapidly extend access to CRM capabilities to a remote division. Or, a small but fast-growing organisation may choose a hosted CRM solution that allows it to gain access to market-leading CRM features and functionality without having to invest up front in infrastructure.
3. Functionality - For organisations that view CRM as a key business strategy, embedded real-time and historical interactive analytics are vital. A CRM solution is incomplete when it cannot provide critical insight regarding historical trends to identify root causes of consumer issues. Without analytics, an organisation can be hindered in its ability to make the right decisions.
4. Vendor - It is also important to select a vendor that has deep experience and is focused on helping customers achieve desired business outcomes.
5. Hosting Infrastructure - For hosted CRM solutions in particular, it is important to evaluate the hosting infrastructure that encompasses the people, processes, and technology responsible for assuring application performance and reliability:
6. Re-evaluate - It should be remembered that CRM is a process itself. One needs to evaluate the strategy and processes on an ongoing basis to meet the changing needs of th.company.
Making the decision to implement CRM is not easy, but the payoff can be significant. By focusing on underlying business processes and cautiously assessing the choices available regarding deployment options, functionality, vendor experience and hosting infrastructure, each organisation can drive successful business outcomes with CRM.
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