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CRM Opinions

Posted on 2013-06-19
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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
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Question by:craiginsight
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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.
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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
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Accepted Solution

by:
Feridun Kadir earned 1500 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
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