Evaluate Your Current Software Customer Relationship Management (CRM) software comes in many different forms. If you already have a CRM system in place, you may refer to it as a “legacy system.” Legacy system: Software that’s already in place. Many companies have legacy CRM that doesn’t completely meet their needs. If you’re facing a similar problem, you may be able to improve your legacy system with some minor programming or perhaps an add-‐ on module. However, if the system truly isn’t working, there are many new options that you can explore. Your goal is to find a CRM system that gives you the functionality you need to manage your customer information, campaigns and reports. The best place to start is to thoroughly evaluate your existing system. If you have multiple departments using the software, make sure to gather their feedback as well. GENERAL SYSTEM INFORMATION Name of software Where is the data stored? Year installed Does it integrate with other applications? If so, list them.
RESPONSE Local (on a server in your office) Hosted (in a remote location accessed through the internet)
Number of records / size of file Person that manages it
DEPARTMENT
NUMBER OF USERS
Total number of users:
Which features work well? DEPARTMENT CRM Evaluate Your Current Software
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DEPARTMENT
FEATURES THAT WORK WELL
Features that don’t work well or aren’t available DEPARTMENT FEATURES THAT DON’T WORK WELL OR ARE MISSING How critical are the features that aren’t working or missing? What reports do you currently run? What kind of reports would you like to run? CURRENT REPORTS
ADDITIONAL DESIRED REPORTS
Can you launch & manage campaigns with your system? Describe. Are there any campaign capabilities you would like to have that aren’t listed above?
POTENTIAL SOLUTIONS
CRM Evaluate Your Current Software
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Now that you’ve identified the problems and desired features, see whether you can solve the problems directly. Contact the CRM system’s customer support center and/or online help – they may be able to tell you about features you’re not using, add-‐on modules, or other potential solutions. PROBLEM PROBLEM / NEED ATTEMPTED SOLUTION SOLVED? Y N Y N Y N Y N Y N Y N Y N You can also contact a consultant for the CRM provider – they help customers find solutions to typical problems. NAME/CONTACT INFO CONTACT DATE RESULT/NEXT STEPS
RESULTS Are there any problems you were unable to solve? CRM Evaluate Your Current Software
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How does the problem affect your business? What action do you recommend? No action Wait and see Hire a consultant Evaluate other CRM solutions for features and pricing Rationale
CRM Evaluate Your Current Software
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