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A Method of Rapid Evaluation of a Multipurpose Customer Relationship Management System

Peter Andru
Ministry of Health and Long-Term Care, Canada
Alexei Botchkarev
Ministry of Health and Long-Term Care, Canada


Abstract
Evaluation and selection of a Customer Relationship Management (CRM) system for an organization is a complex and time-consuming process, which has all the difficulties and risks of selecting any type of enterprise-level software. Additional evaluation complexities arise for the organizations, where a versatile CRM will be used by many departments with disparate functions and a variety of the customer service processes. This paper presents a method that allows a newly formed CRM evaluation project team to perform a quick evaluation of the commercially available CRM platforms. The method makes use of reliable sources of information readily available on the internet, often without a charge. Minimal spreadsheet skills required to process information in a consistent and verifiable way, and present it in a visually compelling and clear format for further discussions. The method directs a project team to a focused area of vendors/solutions, which have the highest likelihood of being relevant to the goals of implementing a general purpose CRM for a diverse multi-unit organization.

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Reference:Andru, P., Botchkarev, A. (2010). "A Method of Rapid Evaluation of a Multipurpose Customer Relationship Management System," . Sprouts: Working Papers on Information Systems, 10(24). http://sprouts.aisnet.org/10-24
Keywords:Customer Relationship Management, CRM, systems evaluation, system selection method, systems comparison
Item Type:Article - Volume 10 Article 24 (2010)
Language:English
Email: Peter Andru (peter.andru@ontario.ca)
Alexei Botchkarev (alexei.botchkarev@ontario.ca)

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