By now, you should have a clear general understanding of the benefits that are associated with SCRM, so let's now discuss specific features and functions that you will be looking for in a system.
As we go through each function, mark each with one of these three ratings:
Need: This would be a must-have item in your new SCRM.
Nice: While this is not an absolute necessity, it would be nice to have. It may be needed later.
Not needed: There is no way that we need or will ever need this feature. It does not apply to our small business.
We will also divide this section by department: general company needs, sales needs, marketing needs, and customer service needs. We'll then further subdivide by management and staff. Both management and staff may have similar needs. However, one of the fundamental goals of every manager is to evaluate the efforts and initiatives that are relevant to their departments for their effectiveness, and then to have the option to adjust...