Requirements driving technology
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As the requirements define the “what,”
functionality defines the “how.”
Indeed, the best way to identify your
functionality is to map out your business
process and identify the functions within it
The key question to ask when defining
necessary functionality is “What aspect of our
customer-focused processes do we need to
support with technology?”
When you've identified the necessary functions,
you're ready to map the functions to the
candidate technologies by answering the
question, “Is there a CRM tool that can
perform each of these core functions?”
 Knowing the answer to this question is only
part of the story. If indeed products offer all
required functionality, is the functionality
available “out of the box,” or does the product
require some level of customization?
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Which one is better between, bringing the
technology with the current business process
or just the opposite??
Analyze cost and benefit for each option !
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CRM conference and trade show
Analyst Firm specializing in CRM
Consulting firm specializing in CRM
Trade publication, particularly those that
perform product reviews, such as inteligent
enterprise or crm magazine
Business magazines, particularly those that
review IT vendor companies
Vendor seminar
CRM websites
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Defining technical requirement
 Integration and connection requirement
 Processing and performance requirement
 Security requirement
 Reporting requirement
 Etc.
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Talking to your CRM vendor
Negotiating price
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Dyche, Jill. The CRM Handbook: a business
guide to CRM, Addison-Wesley 2002 p.106121