Step 4: Customize Your CRM System
Customization is a necessary part of all CRM systems. For example, the graphical user interfaces (GUIs) can be customized to reflect the specific needs of each user or each user group. So, for example, the sales reps may want the opening screen to show all opportunities, whereas the customer service reps may want the opening screen to show all outstanding customer service incidents. In addition to user GUIs, business functionality within the system can be customized. For example, if your company manufactures textbooks for university students, you will likely need to customize your CRM system to accommodate the need to send samples or “comps” to professors, since a comp function is not standard in most off-the-shelf ...
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