Entry

What Are Some Questions to Ask CRM Companies Before You Buy?

Sep 21st, 2007 11:47
David Cowgill, http://www.comparecrm.com/articles/crm/5-Questions-to-Ask-CRM-Companies-Before-You-Buy

That's a good question. Navigating the world of CRM with so many options
out there is difficult. It helps to have some solid questions in mind
before you actually speak to each vendor. Then you can compare answers
in an excel spreadsheet and eliminate the ones you feel don't make the
cut. So here are 5 questions to I would ask CRM companies before buying
their product.
Buying a customer relationship management (CRM) package is one of the
most monumental decisions your firm will ever make.
Choosing the right one can mean the difference between the success and
failure of your CRM initiative. But with hundreds of CRM companies out
there, how do you find the vendor and the solution that are right for
your business? Asking the right questions during the interview and/or
RFP process can help you quickly identify the most credible CRM
companies with the most viable offerings, and help you make a smarter,
more informed purchase.
* Tell Me About Your Background?
Thoroughly analyze each vendor's history, including financial status,
mission statement, and reputation to determine which one is the right
partner for you. While this information will be easy to obtain on your
own for publicly-held CRM companies, you'll need to do some digging to
learn more about the ones that are privately owned. However, most CRM
companies, particularly those with a solid background and a promising
future, will gladly provide you with plenty of relevant data.
* What Capabilities Does Your Product Provide?
Request a list of features for each product, and conduct a close
side-by-side comparison of the various solutions you are considering.
Ask for a roadmap of future upgrades and enhancements, so you can
understand how the CRM companies plan to evolve their solutions in the
coming years. You should only seriously consider buying from those CRM
companies that can deliver all the functionality you need.
* Can I Speak to Your Customers?
Most CRM companies will be willing to let you speak to existing
customers within your industry, or with similar needs and challenges.
Ask for a list of references that includes both current and former
customers, and speak to several types of users to get the most accurate
picture of how the solution has impacted their business. And, if
possible, request a site visit, so you can talk to users face-to-face
and see how the product is being used in a real-world scenario.
* Can I See A Demo?
Seeing the application in action will provide insight into what each of
the CRM companies can really offer. Ask vendors to conduct
demonstrations that are customized specifically to your needs and
objectives. Be wary of canned, pre-recorded, or self-running demos,
which tend to highlight the features the CRM companies want you to see,
not necessarily the ones you really care about.
* Can I Test/Trial the Application?
CRM companies always put their best foot forward during a demonstration.
But, demos don't necessarily reflect how the solution will work once it
is installed in your own environment. A software trial can offer a more
realistic experience, provide a more accurate picture of how the
application will operate within the framework of your business, and give
you a glimpse into what it will be like to work closely with each of the
CRM companies you are evaluating.
Beware of CRM companies that won't let you trial their software -- any
vendor with a solid solution should be confident enough to let you try
it out. 
Now you should have enough questions to begin evaluating and speaking
with CRM vendors. If you'd like more information about CRM and help
selecting a CRM vendor, please visit our site: http://www.comparecrm.com/