The Common Sense Questions To Ask?

As the economy continues to limp by, you realizeprocess again in 3 years?   So, what is the ROI
your business requires efficiencies.  You need toagain?
better compete and you want to do more with 
less.  So, you do some research, verify with- CostMany a time, you look at the cost of the
business associates and come to the conclusionsoftware license (if it is an on-premise solution)
that you need a new system to help streamlineor monthly subscription cost (if it is an online
and automate operations.   Yes, you have beenhosted solution) and you make your decision
introduced to Customer Relationship Managementbased on that.  Wait a minute!  There is
— a combination of strategy and softwaremore.   What about the cost of training your
solutions may take your business to the nextstaff, on-going maintenance and additional services
level.   Caution!  It is a serious move thatnot part of the “package” ? 
requires a serious investment — both time and 
money.- Staffing RequirementsTime and time again a
 deployment has gone south just because the
appropriate level of staffing to deploy a CRM
 initiative successfully was completely neglected.  
You are now ready to start reviewing the manyThe sooner you realize that this is NOT just like
different vendors and options relating to yourinstalling a new version of MS WORD, the
deployment.   It is somewhat overwhelming butbetter!   The CRM system will force everyone
with the help of the internet and perhaps ain your organization to work a certain way!  So,
consultant, you start your review.  Once younot Configuring it correctly can be disastrous!  It
have narrowed it down to the last 3 vendors, it isis absolutely critical that the CRM solution works
time to make a decision.   Right before you dothe way you do business and not the other
this, perhaps asking some Common Senseway!   This requires appropriate levels of
Questions may be prudent:staffing to review, coordinate and get
 trainned.   It will take time of your managers,
- Does the Solution Deliver Businessyour executives, your line staff, your…  you
ObjectivesNot just general business objectivesget the message — it touches everyone in
but objectives unique to your organization or youryour organization.  So, all staff must be trained
small business.  The specific way your Saleson it.  Make sure that you have allocated and
team works.   The unique marketingaccounted for the time.
methodologies you utilize.  The outsourced 
customer service company that you use.   Or- RiskLast but certainly not least — the Risk. 
perhaps, something as simple as the variousWhat if you do not meet the timeline for
internet devices utilized by your business to getdeployment? What if the CRM initiative is a
the job done.Failure?  Yes, what if it is?  How will it impact
 your business.   Answering these two questions
- What is the Programs Long Term ValueIs this awill avoid any undesirable consequences to the
permanent Hosted (SaaS) model where youhealth of your business should you have to face
subscribe to the service or is the solution anthem.   Having said this, CRM industry has come
on-premise solution where you require the right ITa long way since the late 1990 and your chances
staff to deploy and maintain the system.   Orof success is almost a guarantee — of-course,
better still,  is there flexibility — can you moveyou must follow best practices.
between Hosted or On-Premise?   As yourIn addition to the above questions, there are best
business requirements change, does the solutionpractices that can help ensure a successful CRM
grow with you or will you be going to this entiredeployment.