In this chapter, we began the business analysis process required to maximize the benefit your business will gain from a CRM implementation. Some of the most important topics we discussed were as follows:
CRM systems require more customization than most other computer applications. Don't just focus on implementing a CRM—focus on implementing it in a way that suits your business.
Some of the characteristics that will determine the CRM features and customizations your business really needs are the size of your business, the number of locations at which you do business, the existence or absence of a sales team, the type of customers you serve, the products or services your business offers, the average unit sales value, and the need support for international capabilities.
You will need to determine the scope of your CRM system. Will its use be limited to only managing the sales pipeline, or will it serve as a broader business management resource and be utilized by everyone in the company...