Solved

CRM Opinions

Posted on 2013-06-19
3
182 Views
Last Modified: 2016-03-18
Hi All,

I'm looking into implementing a CRM solution into a growing retail business. We want to have a single view of our customer.
Do any of you have any recommendations? I'm going to be looking at Microsoft Dynamics CRM early next week so, any views on it would be welcomed.

The other solution that I'm considering is SugarCRM. This should interface with our phone and ticket management systems.

Thanks,
Craig
0
Comment
Question by:craiginsight
[X]
Welcome to Experts Exchange

Add your voice to the tech community where 5M+ people just like you are talking about what matters.

  • Help others & share knowledge
  • Earn cash & points
  • Learn & ask questions
  • 2
3 Comments
 
LVL 29

Expert Comment

by:Feridun Kadir
ID: 39259855
Committing to a CRM system is big long-term investment.

You will end up spending much more in terms of time etc than initial licence costs so don't be swayed by that alone.

Do you have a preference for a cloud based system or one that you install on your own servers.

It is difficult to recommend a specific system without understanding your immediate and future requirements in detail.

I would consider posting a list of the features that you need (essential and desirable) and asking folks whether a system meets the need out of the box or can be achieved with an add-on or customization.

I can answer for Dynamics CRM - that is my area of expertise.
0
 

Author Comment

by:craiginsight
ID: 39259975
Hi Feridun,

Thanks for your reply.

I'm wanting a cloud based solution as I'd like to avoid too much investment into our internal infrastructure. The CRM package will also be used by remote retail sites.

Requirements - well this would be a nice thing to have. The business is growing extremely quickly and the Executive group like the idea of a single view of the customer. Upon further pressing of what 'a single view of the customer' actually means - it's apparent that they aren't sure and don't have the time to look. My approach (for want of a better one) is to go out and find out what is possible, put this into a matrix and get them to pick the features that they want. From that I'm hoping that there's an obvious winner which I'll then implement.

Here's the only requirements I've been able to gather (3rd day on the job):
> integrates with the call centre solution (Kayako.com)- phone number recognised and the customer team get a popup on screen with customer details, previous purchases etc
> Able to take a sale on the system or integrate with our current ordering system
> Can run targeted marketing based on customer history
> Knowledge base
> Multichannel experience weather customer contacts us via: social media, email, phone, web, catalogue, mobile etc

There is obviously so much more that will fall into scope day by day

Thanks,
Craig
0
 
LVL 29

Accepted Solution

by:
Feridun Kadir earned 500 total points
ID: 39260088
I see your problem.

Well for Dynamics CRM:
I not heard of an integration for kayako.com with Dynamics CRM. That doesn't mean there isn't one out there.

Call number integration is certainly possible with CRM depending on your telephone solution. There are a number of purchasable add-ons for this.
Marketing campaigns is part of the product
CRM does have a basic knowledgebase but OOB it is for internal use and not exposed to customers
CRM can be bought using a cloud subscription
0

Featured Post

Free Tool: SSL Checker

Scans your site and returns information about your SSL implementation and certificate. Helpful for debugging and validating your SSL configuration.

One of a set of tools we are providing to everyone as a way of saying thank you for being a part of the community.

Question has a verified solution.

If you are experiencing a similar issue, please ask a related question

Suggested Solutions

Title # Comments Views Activity
Need help recovering deleted Facebook photos. 1 221
Any daily Facebook users? 5 111
retrive wharsapp chat 10 69
Need a really cheap CRM 5 146
Hi, as of you all know new ,interacting social networking site is come in market i.e, nothing but Google plus (Google+). So it is obvious that everyone will compare it to the Facebook network. Facebook has all the interacting features which an indiā€¦
Follow these tips to boost your freelancing career. Soon enough you'll be enjoying the freedom of being your own boss and working from anywhere.
The goal of the tutorial is to teach the user how to block contacts and manage the block contact list.
The goal of the tutorial is to teach the user how to instant message and make a video call in Skype.

696 members asked questions and received personalized solutions in the past 7 days.

Join the community of 500,000 technology professionals and ask your questions.

Join & Ask a Question