Buying a CRM solution involves a complex series of decisions, but it also requires an intimate understanding of your own business. Even if your company completes the mapping process but decides against implementing a CRM solution, the process can be remarkably useful and result in improved efficiency and a more customer-centric approach to business.
If you lack the resources to engage in the exercise of mapping of your processes—or if the process of mapping would prove unduly fractious within your organization—engaging a third-party consultant may be a worthwhile option. Consultants are also useful for the more traditional role of integration and implementation.
Once an understanding of internal processes is established, discovering your requirements—and using
those requirements to gradually whittle down the field—can be done within the context of your real needs and not needs you may mistakenly believe to be real. The factors you should look at are not just built around features—as is often the case in short-listing efforts that go awry—but around a set of business considerations that include stakeholder interests, budget, support, integration, and the specific requirements of your industry.
Finally, you must find vendors who work well with your company and fit with your organization’s level of sophistication to ensure a smooth relationship over the long haul.
Source: The 10-Step Guide to Buying the Right CRM Solution – Sugar CRM