The goal of this chapter is to make an exhaustive analysis of your needs as they relate to SCRM. This includes making sure that those who will be using the system have had a more than ample opportunity to provide their input. I cannot personally think of many things that would be more wasteful and potentially devastating than to skip around this step (or do it half-heartedly).Why spend time selecting a SCRM and then finally implementing it only to find out later that it just isn't going to work for us? We strongly suggested the following steps:
Set realistic goals and expectations
Document and prioritize your needs
Decide whether or not your SCRM should be mobile-capable
Create a simple matrix in order to recap your needs
It is also very important that we learn to think outside of the box and keep a keen eye pointed toward the future. You are probably used to conducting business in a certain manner. SCRM has the potential to challenge these methods dramatically and to provide equally...