Treatment solution: -
The process of building the CRM system can be divided into 2 periods: a selection of the solution and implementation. A selection of CRM solutions is generally considered from many aspects and the most important is: Is the solution compatible with the business strategy and the current management system of the company? Because the heart of CRM is the database and processing tools, the CRM solution based on the IT context prevails over other solutions. Therefore, some people think that selecting a CRM solution is like selecting the database and CRM software.
When beginning to build CRM in the business, the first thing a manager thinks about is which database and CRM software should be used or how to build the CRM system to fit the selected CRM software. The next question is what technology platform the CRM software is based on. But, is technology the crucial factor in selecting a solution for the CRM system in the enterprise? The answer is no.
The implementation of the CRM system consists of providing information and energizing the business process of the company. Therefore, technology should be seen as a secondary concern and the first priority should be on support capacity. In other words, it is a method, a process of establishment implemented by the CRM system through algorithms used in the processing of information that is the crucial factor of quality. To make the method and information processing work, they must be based on common factors (which are in accordance with the rules) and specific factors (which are in accordance with a functioning mechanism in the business and management activities of the company).
A CRM system that cannot bring better information to managers and improve the business of the company, it has no reason to exist. Nevertheless, the role of information technologies in CRM is very important, it has a great influence on the feasibility of the project and the utility of the solution such as the cost of building and deploying the CRM; level and ability to meet the needs of business leaders.
CRM software selection criteria: -
Suppliers often say their products are powerful, suitable for any business. In fact, is it true that the features show the capability of CRM software? Here are some oriented criteria to take into account before selecting a CRM software:
-> Is the CRM software really adapted to the field in which the company works? Each area has unique and typical characteristics, which leads to different requirements in the client's strategy. The appropriate software, in addition to having functionalities that meet the demands, must give guidance for implementing business modules or the like, measures that users must select.
-> How are the contents of the CRM expressed in the software? How well do key CRM tools in areas like marketing campaign management, sales management, customer service management appear in the software? Is there a forecasting function in these systems? If so, what is the forecasting method and to what extent can other forecasting methods be applied? In other words, does the software vendor have insight into CRM to create a product that can meet business demands?
-> Resource requirements of the company in the deployment of CRM software and maintenance of operations. The company must provide the necessary resources such as finance, IT infrastructure, manpower, etc. not only for the deployment of CRM software but also for the maintenance of operations.
-> Software compatibility with other existing applications in the company. Based on a list of programs, a data management system. provided by the manufacturers, the system administrator should review the compatibility with the CRM software to ensure that the IT changes are acceptable.
-> Ability to support interactivity and data collection methods. For example, if a business wants to use CRM anywhere, it should look for web-based CRM software at all times.
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