Sprawdź, czy system, który chcesz wybrać spełnia Twoje wymagania – Checklista CRM [EN]

CRM Evaluation Checklist

Introduction

A great CRM system serves as the key that unlocks superior customer experience by typing your business together. When you look closely at various solutions, you’ll find important differences in features and functionality.

This checklist will help you ask the right questions to narrow down your choice.

Table of Contents

• Recommended Timeline
• CRM Core Features
• Other Features & Functionality
• Platform Requirements
• Security, Pricing & Vendors

Recommended Timeline

1. Plan Your Architecture
   In evaluating solutions, teams should inquire about code bases, extension frameworks, and ease of customization. These factors will affect development opportunities and costs.
   
   
2. Map Your Business Process
   In addition to identifying essential processes that the CRM system will manage, use the CRM deployment as an opportunity to fix processes that don’t work well. A CRM solution can help optimize customer-facing processes end-to-end, but it can’t fix broken ones on its own.
   
   
3. Map the Customer Journey
   Planning should include an agreed-upon definition of the optimal customer experience. A comprehensive customer journey map will help you to identify gaps and opportunities to re-work existing processes and add new workflows.
   
   
4. Prioritize Opportunities
   Work with department heads to develop revenue and productivity opportunities at every stage. Once opportunities are flagged, study them for the ROI potential, compare them, and prioritize CRM expansion accordingly.
   
   
5. Align Sales and Marketing
   Align sales and marketing around lead qualification definitions. With these definitions in place, the CRM system can help you to reduce pipeline waste by automating certain lead scoring and tracking activities.
   
   
   
6. Define the User Experience
   Work with department heads and front-line workers to discover the insights, prompts and functionality that they need based on their role. A CRM system can integrate endless functionality and data across sales and service functions, so the project team must guard against overloading users.
   
   
   
7. Determine Applications and Data
   Determine what applications and data sources are needed to empower users and maximize workflow efficiency. Note that edge applications (such as CPQ tools, field service, or contract management), integrated into a CRM can deliver more than four times the ROI of core CRM core applications.
   
   

CRM Core Features

Sales Automation

• What built-in capabilities does this solution provide for sales acceleration?
• Does the solution auto-populate records and forms?
• Can it ensure that contact data is accurate?
• How does the solution drive sales productivity? Can it automate the delivery of information about companies and influencers in its dashboards?