CRM Configuration and Customization

No two companies operate the same way, even if they are in the same industry. In addition, businesses are dynamic and to ensure their continuing success they must continue to adapt to their changing environment. Accordingly, the CRM processes and technology solutions that support those processes must be continuously re-engineered.

One of the most important areas that should be analyzed when evaluating a CRM solution is the ease with which it can be configured and customized.

We believe that one of the most important areas that should be analyzed when evaluating a CRM solution is the ease with which it can be configured and customized.

When new data must be captured using new or modified input/view forms, with re-worked automated processes and customized reporting and analytics, who in the organization will be able to implement these changes?

It's our experience that the best CRM solutions are those that are so easy to configure and customize. Ones where users with administrator privileges can implement most, if not all, of the needed changes on their own, without the need for assistance from technical information technology (IT) personnel.

Why? Because in many companies, ongoing technical resources (or budgets for third party assistance) are often not available to continuously reconfigure and customize the CRM solution.

Over the years, we have been approached by hundreds of enterprises that are looking to change from one CRM technology solution to another because they have become frustrated with the limitations of their current solution.

For many however, the truth of the matter is that this frustration has grown over time because of their inability to continuously configure and customize their CRM solution to meet their ever-changing needs.

When evaluating CRM solution alternatives, be aware that just about every CRM solution provider will claim that their offering is very easy to configure and customize. Have vendors demonstrate these tools to you so that you can gauge the ease of configuration and customization for yourself. And remember, your long-term satisfaction with your CRM solution may end up being directly related to having the ongoing needed resources to work with these tools. The more that non-technical people can do for themselves, the better.