3. Plan to Scale
CRM is a long-range investment; a good CRM solution will have the capacity to grow with your business. Pivotal, a leading provider of CRM solutions, emphasizes the importance of finding a CRM solution with the flexibility to accommodate changing needs. System scalability is one part of the equation—your CRM system should accommodate more users and advanced functionality down the road. The second element is the vendor's willingness to accommodate future growth. The right vendor will demonstrate a commitment to ongoing training and system upgrades.

4. Find the Right Fit
Many CRM solutions are designed to accommodate a specific business size or industry. Oracle Siebel CRM, for example, incorporates Oracle's ERP analytics tool and industry-specific reporting. The enterprise-level functionality of this comprehensive package is likely to be an asset for larger organizations. Meanwhile, Sage Act! offers a compact solution that hits the major bases without overloading the user with unnecessary functionality. Hosted on-demand CRM solutions also offer a pared-down option for small to mid-sized businesses, including basic sales force management and marketing automation features.

5. User-Friendliness
All employees don’t willingly embrace new software. In fact, “user adoption has been the biggest problem in CRM for the last ten years,” observes Microsoft Dynamics manager Brad Wilson. In fact, Microsoft Dynamics specifically designed its product to accommodate a non-technical user. A good CRM system is intuitive, offering dashboards, reporting templates, and other user-friendly touches. There is no formula for finding the right CRM system. But understanding your business needs and culture can go a long way to narrowing the field. And the reward of a well-integrated CRM solution makes the search worthwhile. More than sales force management, marketing automation, or contact management, a CRM solution holds out the promise of relevant, real-time business intelligence—and a distinct competitive advantage for your business.