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CRM Fundamentals by Mathew Johnson, Brian Paulen, Scott Kostojohn

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Selecting the Right CRM Software

CRM software selection can be a complex affair; the market is full of products that are branded “CRM” when in fact they vary widely in cost, functionality, complexity, architecture, and flexibility. Selecting the product that is right for your business can be a challenge and requires a well-thought-out process and a clear set of criteria against which to score candidate CRM applications.

Evaluation Criteria for CRM Applications

In this section, we will describe a set of criteria that you can use to evaluate how well a given CRM application is aligned to your organization’s needs.

Alignment with Your Organization and Objectives

This is the most intuitive and fundamental of the criteria presented here. You need ...

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