Two of the greatest challenges IT decision makers face when selecting a CRM package is first, having a comprehensive understanding of their functional and technical requirements and second, identifying the vendors that best match their requirements. This article will focus on determining the functionality and technology required to enable business processes, and how to compare vendor offerings once those requirements have been documented.
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developing a vision of what you want your house to look like. The CRM vision should consist of a clear, well constructed model of how the company would like to interact with customers throughout the customer life cycle. Customer interactions need to be modeled for marketing, sales, service and support functions across various interaction channels such as marketing collateral, physical retail locations, call centers, websites and mobile sales forces. Once the vision is properly formulated it is important