Hello,
I am a PM with minimal experience in CRM and one of our new clients (in Call Center business) is asking my help to identify a CRM Service Provider who can help my client in implementing CRM solution for them (they are planning to implement one from Salesforce/MS Dynamics/SugarCRM). I have created below questions for my client to know them better, that will help us in identifying better CRM Partner for them.
Can any of you help me in validating/adding the below list. Thanks a lot in advance, for your help.
* Business case and role that CRM is going to play in the business.
* What is your current tool that is used for CRM (if any) ?.
* What are the current number of CRM users ?.
* Do you have “special” business processes that required heavy customization of your current CRM tool ?.
* Is your current CRM system integrated with any other software technologies like: legacy mainframe systems, websites, email, social networks, Voice over IP, computer-telephony integration (CTI), interactive voice response (IVR), and any other such software’s.
* Possible business growth in next couple of yrs ?
* What is the domain knowledge preference from SP (Travel & Call Center) ? .
* Should the new CRM solution be integrated with any other software technologies?
* What is the time frame for the project?
* Which services are you looking for, from the vendor:
CRM Consultation Services
CRM Implementation Services
Deploying and setting up the system.
Migration From Existing CRM
CRM System support services
* Do you prefer face-to-face interaction with providers personal, at least in the initial phase of the project (this would add to project cost) ?.
* Preference on type of Service Providers:
Partners with CRM Software vendors.
Non-Partners with CRM specialization.
Thank you in advance
PU.
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