If a significant customer relationship management (CRM) system project is on your agenda, here are checklist items that you need to look out for in vendor proposals.
10 things a CRM proposal should include
1. A project plan focused on user adoption. As I’ve written before, a CRM system without active users and a rich set of data is just an empty shell. This is not a matter of training or even indoctrination. In the project plan, every delivery phase should be focused on things that will attract communities of users because the new features of that phase will inherently make their job easier. If the project plan does not include deep user involvement in the prototyping and refinement stages of each delivery, send the project plan back for revision.
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