The CRM Software Guide

March 29, 2007

THU 29 MAR 2007

Which CRM software is best for my business? By Tom | 4 comments Tags: crm selection process; crm software; hosted crm; on demand crm; salesboom

Which CRM software is best for my business?

In most situations, companies depend on CRM consultants to find the best suitable CRM package for their business. The CRM selection process changes dramatically for each business, and what's best for one company is not necessarily the best for another.

As a CRM consultant; over the years I have learned that the winning CRM package is not the one with the most features nor is it the one with the best price. Features and prices simply don't matter anymore.

But this contradicts most situations I have dealt with, where features and prices did matter in the selection process! Hmm, let me explain.

First, a company should never set a budget for CRM, because that might restrict them from getting the CRM package that has the features they most need in a CRM. I would delay setting up a budget once I do my needs analysis.

Second, the CRM with the most features, might miss that one or tow features that are also needed the most.

The simple answer is: lets focus first on your business processes and the tools that are required to handle them. Once these requirements are established, then I would investigate many CRM vendors and request proposals.

Once you know which CRM companies have the features you need, we then create a list of features that we might or would like to have in the future. This further reduces the list of vendors to select from.

At this point, and only now your CRM budget would or should matter. Go Ahead select the best priced product.

Also before you begin the selection process you must first determine :

1. CRM software-as-a-service, or on-premise?

2. Do I need to integrate CRM with other in-house or web based applications?

The answers to these questions will determine which CRM company to include in your initial selection list.

On-demand CRM or traditional?

I remember a televesion advertisement for IBM, where the director was asking questions to the board. The questions were all IT related, and the answer was no, we have no issues in IT. So he said: “Why are we meeting then?”, his assistance reminded him: “We sell shirts sir!”

This ad illustrates how most companies are focusing 60% or more of their efforts on things other than their products; IT chaos for example!

If your company has a large IT team, company resources and deep pockets, then you should purchase expensive traditional on-premises (installed) CRM from ORACLE or SAP

If your company is a small or a medium size company with 500 employees or less and is eager to use a user friendly web based CRM solution for the fraction of the cost of what SAP or ORACLE will charge you, then your choices should include: Salesforce.com,  Salesboom.com , Netsuite and RightNow.

Do I need to integrate CRM with other in-house or web based applications?

If you need now or in the future to integrate your CRM data with other enterprise solutions such as Accounting, Invoicing, Inventory Management, Human Resource Management, etc, then you must only select CRM software vendors that offer an API. In the case of on-demand CRM players, a web services API is always a good indication of the company's ability to integrate bi-directionally with other solutions, in-house or web based.

8:02 PM | Permalink | 4 comments | Tags: crm selection process; crm software; hosted crm; on demand crm; salesboom

Comments (4) for "Which CRM software is best f...

What more thing that should effect how you choose a CRM vendor is the time they spend with you upfront before you commit to buying from them. Many vendors will brush off small customers and will not have the time of day for them. Salesforce.com for instance will not return your calls as quickly as if your company had 500 seats. If the CRM vendor actually spends few hours prior to the purchase, educating your company about CRM, then buy from them! By Steve Thompson - 3/29/2007 5:46 PM

I'm a bit surprised you left out SageCRM.com considering Network Computing rated it better than Salesforce.com and its less expensive! Further, it integrates nicely with several popular mid-market ERP packages like Sage MAS 90, 200 and 500 as well as Sage ACCPAC ERP (the company it was created by in the first place). By Nick Schoeneberger - 3/30/2007 6:07 AM

Nick; Dont be surprised! There are tens of CRM companies out there, and SageCRM.com is a player, but they dont have a fully integrated CRM product across Marketing, Sales and Service in a software-a-a-service fashion. The only 3 that do offer such an offer on-demad is Salesforce.com, Salesboom.com and Netsuite. Even the big boys like SAP, their latest on demand offering only covr sales force automation. By Tom Greenberg - 4/6/2007 6:04 AM

I would consider the CRM company that has the most efforts to deliver web 2.0 like functionality in the CRM By John Montieth - 5/15/2007 12:28 PM