Crm Guide Buyers Guide

 
 

Buyers Guide
How to choose the right CRM Software and Supplier

 
 
 

 
 

 

CRM Software Buyers Guide
 
 

Welcome To This Special CRM Guide
Do you want to discover what CRM (Customer Relationship Management) is really about? How CRM could
work for your business? And crucially all the risks involved in selecting your software and supplier?
Well, you’re not alone. Since 1995, hundreds of people have come to DMC Software Solutions to find the
answers to one or more of these questions. The purpose of this guide is to help you make the right choices …
to choose the right supplier, the best system for your organisation, to help you identify the potential ‘mine
fields’ in your search for the most appropriate, cost-effective and manageable CRM system for your
organisation.
Within this Buyer’s Guide you will find many useful ideas, hints and tips that will help make your task easier
and your choices clearer. Among other things you’ll find information on…
• How to choose the right CRM software
• What to look for in a supplier
• Tips on getting “buy in” from all departments within your organisation to ensure your
implementation and integration is as seamless as possible
• Getting through all the ‘jargon’
• Getting ALL the information you need to present a successful proposal should you
need to have a business case to get your budget approved
• Finding a solution that is “future proof” so that you have a system that will grow as you do.
I’m sure you’ll enjoy reading this Buyer’s Guide and that it will prove invaluable to you throughout your
selection and buying processes.
Should you have any questions or problems that are not covered, please feel free to contact us.

Mike Ramsay
Managing Director
DMC Software Solutions

 
 
DMC Software Solutions Ltd
Churchill House, Isis Way, Minerva Business Park, Lynch Wood, Peterborough, PE2 6QR
T: 0800 652 2423 F: 01733 371961 E: [email protected] W: www.dmcsoftware.co.uk

CRM Software Buyers Guide
 
 
 

 
 
 
 
 
 
Contents 

1 
2 
3 
4 
5 
6 
7 
8 

What Exactly Is CRM?
What a Good CRM System Will Do For You
How To Choose The Right CRM Software  ‐ What You Need to 
Consider 
The Right Questions to Ask and the Most Costly Mistakes To 
Avoid when Choosing Your Supplier 
Who Needs To Be Involved?
Other Important Considerations
How To Ensure Future Proofing and How To Avoid Paying Twice
Buyer’s checklist 

 
 
 

 

DMC Software Solutions Ltd
Churchill House, Isis Way, Minerva Business Park, Lynch Wood, Peterborough, PE2 6QR
T: 0800 652 2423 F: 01733 371961 E: [email protected] W: www.dmcsoftware.co.uk

CRM Software Buyers Guide
1. What Exactly Is CRM?
CRM is simply “Customer Relationship Management,” a term that has experienced a change in meaning over
the past ten to twenty years.
It wasn’t long ago that CRM was viewed mainly in terms of the database software that provided companies
with better tools for managing customer relations. CRM software is still an essential component within the
CRM process, but the definition of the term itself has expanded.
Today CRM is alternately described as a strategy, a process, or both and the primary objective of a CRM
system is the continuous improvement of the relationships between your business and your customers.
Better relationships means you…
• Get more leads
• Win more clients
• Get more repeat business
• Get more referrals
• Lose fewer clients
• Sell more to existing clients
That customer relationship focussed approach, of course, is nothing new. Successful businesses have always
known what their most important assets are …their customers. They have also known that an effective
business strategy will always have customer communications and service as a major priority.
CRM simply allows you to take that basic practice and make it far more effective in order that it delivers the
results you want. CRM solutions will involve virtually all your employees, helping them to better understand,
market to, sell to and serve your customers.
From marketing right through to after sales service, CRM as a business philosophy is all about collecting and
sharing prospect and customer information so that your organisation can run better marketing campaigns and
strategies, make more sales more effectively and provide better customer service.
When it comes to choosing the best CRM software for your business, the first step is to choose the right
supplier and they will be able to offer you products and solutions for your business whatever your size or
needs.
For a small business this can be a simple off the shelf CRM software programme costing just several hundred
pounds, which can be supplied and installed very quickly with minimal setup required.
For larger more complex businesses the right solution will require a fully configured, high end CRM system
with the appropriate levels of support for installation, configuration, training and ongoing development.

DMC Software Solutions Ltd
Churchill House, Isis Way, Minerva Business Park, Lynch Wood, Peterborough, PE2 6QR
T: 0800 652 2423 F: 01733 371961 E: [email protected] W: www.dmcsoftware.co.uk

CRM Software Buyers Guide
2. What a Good CRM System Will Do For You
The right CRM system, properly configured, adopted and implemented can change the performance of your
business.
Exactly what is right varies widely from one business to another depending on the size and complexity of your
business. But whatever the size of your business, the number one rule is that the better you know your
customers (and prospective customers) the better your ability to win more business, sell more to them, keep
them longer, get more referrals and get them to spend more with you.
In addition, the right CRM system will enable you to monitor (and better manage) all aspects of marketing,
sales and customer service. That information will enable you to be able to make better forecasts and
projections and will give you the information to make better decisions about the future of your business.
If you’re serious about getting bigger, your decisions need to be informed and connected – effective CRM is
the only way to achieve that. As with most software purchases, the choice is initially daunting and with CRM it
really is a case that there’s no ‘one-size-fits all’ solution.
Get it wrong and you will end up with a system that will be clumsy to use, will become neglected, will
consume resources and will slow your business down. Get it right and you’ll open up endless possibilities for
growth – improving the efficiency and effectiveness of your business and your staff.
Where do you start? What do you want that you haven’t got today? What customer information do you
struggle with as a company and from department to department? CRM technology is now so developed it’s
likely anything you’ll come up with will be possible, with any combination of requirements.

Here is an overview of the possibilities that the right CRM system will open up to your
business…
Fast, easy access to your contact information
Great CRM gives you and your staff the ability to find the precise contact information you need at any time
(and if required from any location). For example, with great CRM, you can access a customer or prospect
record by just typing in the first few letters of the contact’s name, company, phone number or other fields
and go directly to the contact information you need.
Effectively manage groups of contacts
CRM software will allow you to effectively group and manage your contacts to enable you to complete
marketing strategies, mail shots, promotions or simply keep in touch with your clients easily and effectively.
Calendar and tasks management
CRM software is able to prevent any of your users ever forgetting any important meeting or phone call. Easy
scheduling and the ability to choose how you want your appointments and tasks presented will make people
and process more efficient. Efficiency is what your customers and clients want.
CRM software can help you target new prospects
Your CRM system should be able to be used to clearly and accurately analyse your sales trends and help you
to understand the profile of your customers so that you can plan the most effective sales and marketing
campaigns.
Maximising the conversion of leads into sales
A CRM system will help you track all your communications with your prospective clients ensuring that
appropriate contact levels are maintained through the entire sales processes. Sales reporting functions can
improve the accuracy of sales forecasting for a single team member and your whole sales team.

DMC Software Solutions Ltd
Churchill House, Isis Way, Minerva Business Park, Lynch Wood, Peterborough, PE2 6QR
T: 0800 652 2423 F: 01733 371961 E: [email protected] W: www.dmcsoftware.co.uk

CRM Software Buyers Guide
Your CRM system should help you turn more new clients into loyal, long term customers.
From a sales perspective, a long term customer is definitely going to give you the best return on your
investment so by linking your CRM system to your accounting system you should be able to gain access to all
your customer information to help you identify your best sales opportunities and will help you focus your
efforts and resources on the right people.
Easy communication with your contacts
CRM software will automatically record all your communications with your customers including mail shots,
letters, meetings, proposals and emails for easy reference. You will also be able to make notes on telephone
conversations so that all members of your staff know who spoke to whom, when and what was discussed.
Generating new leads
Your CRM software will not only help you to track prospects and clients but should provide you with a
comprehensive marketing tool that you can use to quickly and easily design and send out effective mail shots,
fax shots and email campaigns to targeted prospects.
Synchronisation with mobile staff
When more and more staff are mobile with Notebook and Handheld computers, your CRM system will enable
you to synchronise your database across all users. This will ensure that everyone in your team is fully
informed on every contact all of the time. There is nothing more impressive than calling an organisation that
is able to assist because they have access to good information and nothing more frustrating than trying to
deal with one that is not on the ball.
Set and monitor Key Performance Indicators
Knowing what’s really happening in the key areas of your business can only be accurately assessed by
measurement … “What You Don’t, or Can’t Measure You Can’t Manage”. A correctly configured and adopted
CRM system will give you the tools to monitor and manage all your key performance areas.
Effectively manage your resources
With an integrated CRM system you can have just one system with access for multiple users, which is much
more efficient … and secure than having a paper based system, an outlook based system, using your
accounts package or an Excel spreadsheet based system.
Complying with the Data Protection Act
The holding and management of data carries with it many legal and security implications, not least of all
under the Data Protection Act. It is therefore crucial for you to ensure your data is secure, and yet easily
accessible to approved users. Both manual and electronically stored data are covered by legislation and both
are subject to possible breaches of security. However, there are some key advantages in having an effective
electronic CRM system.

These are…
• Secure access to records for authorised users only.
• Access to individual records can be limited to the particular part of the record relevant to a particular user
should that be needed.

In summary - tools to grow and develop your business
Without doubt, a CRM system will make it much easier for you to monitor, measure and maintain your
performance records and ultimately, make it easier and more likely that you and your team will actually
achieve your objectives … as well as doing so faster and cheaper.

DMC Software Solutions Ltd
Churchill House, Isis Way, Minerva Business Park, Lynch Wood, Peterborough, PE2 6QR
T: 0800 652 2423 F: 01733 371961 E: [email protected] W: www.dmcsoftware.co.uk

CRM Software Buyers Guide
The correct CRM system will also provide your organisation with an effective “memory”, which means your
key tasks will never be overlooked. It will enhance your people management capabilities and dramatically
improve your workflows. If you’re serious about business growth your decisions need to be informed,
connected and controlled … effective Customer Relationship Management is the only really effective way in
which to achieve that.
It’s really not easy, though. Choosing a CRM package can be an onerous, confusing and expensive process
and it’s one lots of companies get badly wrong, but it is very much worth pursuing as long as you do your
homework.
Remember, as with most software purchases, the choice is initially daunting and with CRM it really is a case
of there’s no ‘one-size-fits-all’ solution. The only place to start is to have a good look at your business. What
do you want or need that you haven’t got? What customer information do you struggle with as a company
and from department to department?
Speak to your managers and find out what their needs are. Look at how you make marketing and strategy
decisions and think how they could be better informed with accurate customer analysis, sales reporting and
forecasting tools … tools that all growing companies need.
CRM technology is now so developed it’s likely anything you’ll come up with will be possible, with any
combination of requirements.
The most obvious advantage of a CRM approach is the improvement in your relationships with your
customers. Regardless of the method you choose for the implementation of a CRM initiative within your
business, if the plan is sound it will refocus you and your employees on your customers.
You are more likely to know what your customers want and when they want it, which improves your
efficiency as a company and should result in repeat customers. Some other potential benefits include:
Easier Marketing
Businesses frequently spend a lot of money on unfocused and wasted marketing activities. Good CRM will
give you the information to create highly targeted campaigns, to accurately measure and report results, to
minimise wastage and maximise returns. As your CRM system compiles data on the behaviour of customers,
you will be also to see how to effectively market your products and services.
Faster Sales
A correctly configured and adopted CRM system will mean that your sales people and managers can
accurately plan and track all communications with prospective customers. This means that prospects will no
longer be able to slip through the net, your communication with prospective customers will be timely and
appropriate and you will win more new clients faster. Quite simply, CRM removes some of the guesswork
from the sales process because of the information made available by data collection.
Sell More to Customers
As your company increases the scope and depth of its customer data collection, you will find opportunities for
cross selling and up selling to existing customers.

DMC Software Solutions Ltd
Churchill House, Isis Way, Minerva Business Park, Lynch Wood, Peterborough, PE2 6QR
T: 0800 652 2423 F: 01733 371961 E: [email protected] W: www.dmcsoftware.co.uk

CRM Software Buyers Guide
3. How To Choose The Right CRM Software - What you need to consider:
Import and export facility
You need to be able to both import existing client and prospect contact information from existing sources
such as spreadsheets, Microsoft Outlook and your accounts package as well as export information out of the
CRM software system.
User interface, ease of use and functionality
Your new CRM software should be easy and intuitive to use and not require hours of specialised training from
the software vendor for your front line staff. As a rule, if it is not logical and easy to use, your sales force and
customer service staff will not correctly use it.
Even a very complex high end CRM solution shouldn’t mean it is difficult to use. Check that the interfaces are
easy to navigate and that most common tasks are not laborious or hard to use. The right CRM solution should
make life easier for you and your staff … not more stressful.
Mobile connectivity
The work force of today is more mobile than ever, so your sales and customer service teams may need to be
able to connect to CRM software via their home based computer, Notebook computer, Handheld computer
(PDA) and other wireless electronic devices.
Robust reporting
To get the most from your investment in new CRM software, you will need to be able to generate custom
reports that are meaningful to you, your managers, your staff and your business. The CRM software you
choose should allow you lots of flexibility in this regard - this is important.
Integration
It is really important your CRM solution works seamlessly with your additional back office products, such as
your accountancy software and email system. Most will tell you it’s not a problem, but in reality this isn’t
always the case.
Ask to see demonstrations of how systems will ‘fit’ together (and work) and find out how easy this is to set
up, what it will cost if you do it as an ‘add on’ at a later date or if you upgrade at either end. Make sure the
CRM software can interface with your current software applications such as Microsoft Outlook, find out how
packages such as Microsoft Outlook are seen, as there are differences in the level of integration and this can
be crucial.
Customisation
It is essential your CRM system works to your business processes. This is less of a problem than it used to be
as the best solutions these days can be fully customised but check how easy this is, how deep you can do it
and how much it will cost during the initial set-up.

DMC Software Solutions Ltd
Churchill House, Isis Way, Minerva Business Park, Lynch Wood, Peterborough, PE2 6QR
T: 0800 652 2423 F: 01733 371961 E: [email protected] W: www.dmcsoftware.co.uk

CRM Software Buyers Guide
Complexities
Like most business purchases, you get what you pay for. But that doesn’t mean you should go and buy the
most expensive solution on the market … you might not need it. For many small businesses, a simple “off the
shelf” solution will be ideal. For other larger businesses whose needs are more complex, a more robust,
scalable and powerful system will be required. Don’t lose sight of your objectives and make sure your spend
is where you will get the most from it.
What is best server-based or hosted?
The availability of hosted online solutions can offer a particular advantage for smaller companies who don’t
have the finances to spend on software, or the understanding of IT to manage it themselves.
Paying monthly might be popular, but server alternatives do tend to be more cost-effective over time and
offer far greater customisation. It’s almost always worth considering a hosted application but, unless finances
are really tight, it shouldn’t be your sole buying factor.
Set-up and training
A system can take anything from 30 minutes to 30 days to set up and generally you pay for time on a daily
rate and it is not usually cheap, as specialised knowledge is needed to make your system work properly. It
often depends on the level of complexity and customisation you require, but the most important thing should
be getting the system right as that’s where you will save and make money in the long term. Training follows
the same logic. Both need controlling though and should be agreed in advance.
What about costs?
Some CRM software packages are deceptively inexpensive but make up for it in ongoing support costs. Make
sure you understand what you are purchasing before you commit on the dotted line.
In addition to your one-off licence fee (likely to be per user) or your monthly access payment (again, per
user), you may need to consider additional costs (depending on the size of your business and the complexity
of your needs) such as adoption, implementation, support, maintenance and training.
Your supplier should be able to give you a total understanding of your complete investment (provided you
don’t alter the brief) before you proceed with the contract.

DMC Software Solutions Ltd
Churchill House, Isis Way, Minerva Business Park, Lynch Wood, Peterborough, PE2 6QR
T: 0800 652 2423 F: 01733 371961 E: [email protected] W: www.dmcsoftware.co.uk

CRM Software Buyers Guide
4. The Right Questions to Ask and the Most Costly Mistakes To Avoid when
Choosing Your Supplier
What should your supplier be doing for you? What Questions Should You Ask?
Finding the right software is just as important as finding the right supplier. You need a supplier that can
demonstrate a commitment to getting it right first time for your organisation and one that will support you
every step of the way from understanding your situation and needs, to recommending the best solution for
you, through to development of the setup of your CRM solution, and finally on to deployment of your new
system.

Here are some pointers for your supplier selection process...
One option is to use your Internet search engine, type in a key phrase, and you will be presented with a list
of the website details of potential suppliers. The larger more reputable suppliers will often come up high on
the list you are presented with when you initiate your search.
Ask for information. You should speak to your potential supplier or suppliers defining operational
requirements (as far as you know them at this point) and also to request an explanation as to how their CRM
solution can meet those requirements.
You should look for a track record of similar projects previously undertaken by the supplier – they should be
able to supply you with case studies and reference sites. Good suppliers will often publish these on their
website.
If yours is a large organisation, your group of decision makers needs to represent every section that will be
using the new system or who may have a key influence on its design and set-up. It’s no good just having the
people there who are going to approve the expenditure because they will almost certainly not have any
motivation other than the cost, which means you could finish up with the wrong system. If your organisation
buys on price alone, you may lose functionality, which means missed objectives and a system that will not be
meeting the needs of your organisation.
At the heart of this process, there are eight key areas to be considered by your organisation when choosing
the right supplier...
1. What do they understand about your needs
The suppliers you talk to should have a strong understanding of the needs of your industry or professional
sector and a clear understanding of your specific requirements and objectives. It is essential for you to work
with a supplier that can demonstrate without question that they have significant and relevant experience, at
the very least they should be able to provide you with reference sites that will illustrate their CRM solution has
been implemented successfully many times.
2. Proof of the Recommended CRM Solution
Can the supplier prove to your satisfaction that the system is adaptable to meet both current and future
needs? If they can’t, look for another supplier. Also, is the system on offer capable of following your
departmental procedures and workflow in relation to data inputs/outputs etc? Again, this is crucial and if it
cannot be clearly demonstrated, you should look elsewhere.

DMC Software Solutions Ltd
Churchill House, Isis Way, Minerva Business Park, Lynch Wood, Peterborough, PE2 6QR
T: 0800 652 2423 F: 01733 371961 E: [email protected] W: www.dmcsoftware.co.uk

CRM Software Buyers Guide
3. Who completes your installation?
The installation and adoption of your CRM system is critical especially if it is a multi-user system. Speak with
your prospective supplier about their methodology for a seamless and installation and how they minimise
disruption and maximise your opportunity to improve efficiency, productivity and sales.
4. Making Your CRM system work
Make sure that, should you need it your prospective supplier has the knowledge, the ability and the technical
resources to be able to customise your system so that it delivers perfectly to your specifications. An off the
shelf solution can often be what’s needed for the smaller organisation but the larger you get the more you’ll
need specific functionality to deliver your objectives.
5. Resources – Training
To ensure that the transition from your old (or nonexistent) system to your new CRM system is as seamless
as possible for your organisation, you should only be talking to suppliers who can offer you appropriate
training plans for your new system, with a range of illustrated training materials available.
A competent supplier will be able to offer a range of training options – including public courses that you and
your staff can attend, the option of in house training or customised training created specifically for your
business.
6. Ongoing Commitment – Support
Make sure your supplier is able to demonstrate to you that they have a strong customer support structure in
place, because things can and do go wrong. Do they have a help desk and if so, how many product specific,
dedicated staff are there to help you resolve issues quickly and courteously? Is there a support facility via
their web site?
You should also get a detailed account of their approach to ongoing Account Management, including on-site
review meetings, system audits and so on.
7. Their financial stability
Make sure that before you enter into a contract, your organisation has carried out a review of the financial
status of the supplier and that it is deemed acceptable. Importantly, make sure this financial review is on the
actual supplier, not a parent company or holding company as these can distort the results and put suppliers in
a much better light than is actually the case.
Find out how long the supplier has been providing CRM solutions, this is important because it helps to
establish whether the supplier has been able to successfully implement solutions for a significant number of
clients and has long-term commitment. Is your supplier committed to the future development of CRM
systems? Another great pointer to a good, trustworthy supplier is if they have an active User Group, ask them
about theirs.
8. Integration ability – Payroll, HR, Stock Control, Marketing
Your supplier needs to demonstrate their commitment and a level of expertise to be able to integrate your
system with the sources of data required for your business process, for example accounting.
Smaller companies may find that it would be very useful to have the two linked, larger companies may find
that it is essential. There may well be other areas that you would benefit from being linked as well, such as a
variety of ERP and Web Based solutions, Calendars and Email via Microsoft Outlook. The visibility of customer,
DMC Software Solutions Ltd
Churchill House, Isis Way, Minerva Business Park, Lynch Wood, Peterborough, PE2 6QR
T: 0800 652 2423 F: 01733 371961 E: [email protected] W: www.dmcsoftware.co.uk

CRM Software Buyers Guide
stock and accounting information could be invaluable and to some, mission critical. You may want to
investigate the level of competence your supplier has in the field of customised development and do they
have resources in place that are devoted exclusively to the development of systems?

Why you should not select a ‘supply only’ company for your software.
Opting for a supply only investment can be dangerous because the supplier will not fully appreciate your
business in its entirety, how it functions and therefore will not give to you ALL of your options and what is
best suited.
You will have no guarantee that your chosen software has been targeted at your business but also you will
not be provided with any training or support afterwards. Be aware that your new CRM package can be
adapted to your organisations needs, if you choose a supply only option once you have brought the package
the contract ends there. If adaptations are required then you will then to invest further into this and could be
costly.
You could avoid a nasty surprise by insisting on this during the installation and development of your database
software. Evaluation software so that you can test the software before you commit will help to ensure that
you have the best software option for your business. You need your new system to work with you not
against. Once your system has been installed you will see it in a whole new light.
Have a detailed plan of your investment, know exactly what you are getting and when. Make sure that you
fully understand what is included and what isn’t.
Always leave enough time for testing; you need to be meticulous during this process. When evaluating your
software, think about all the users - will they be able to use the system with ease? This is a crucial part of
making your implementation a success.

DMC Software Solutions Ltd
Churchill House, Isis Way, Minerva Business Park, Lynch Wood, Peterborough, PE2 6QR
T: 0800 652 2423 F: 01733 371961 E: [email protected] W: www.dmcsoftware.co.uk

CRM Software Buyers Guide
5. Who Needs To Be Involved?
Communication Is Crucial… Who do you Need To Talk To?
Implementing a new system is a big task for any organisation large or small and if your business is a larger
one you should involve as many people in your organisation as possible in order to avoid any problems or
delays as you progress with your project. It may be, of course, highly impractical and perhaps unnecessary to
involve everybody in your organisation but there will likely be key personnel from whom you will need to gain
an opinion.
The requirements should always be in line with your organisations objectives rather than an individual’s
personal preference.

By involving the right people you will be able to…
• Identify goals and objectives
• Review how and where individuals or departments will interface with the new system.
• Determine technical standards that must be met.
• Identify data sources held in other systems.
• Review and establish available resources relative to the use of the system (such as people and equipment).
Critically you will need a project leader who will be responsible for collating all the information from the
various departments and liaising with your supplier to provide a clear understanding of the needs of your
organisation.
One challenging aspect of implementing a new system is that, by nature, people are very often resistant to
change, so it’s important that you are able to effectively manage what could for some be a major
organisational change both in method and in culture. To make the process as straightforward as possible, you
should facilitate early participation and involvement of everyone who will be affected by the changes and
explain to them the objectives and benefits for the organisation but perhaps more importantly for them.

DMC Software Solutions Ltd
Churchill House, Isis Way, Minerva Business Park, Lynch Wood, Peterborough, PE2 6QR
T: 0800 652 2423 F: 01733 371961 E: [email protected] W: www.dmcsoftware.co.uk

CRM Software Buyers Guide
6. Other Important Considerations
The technical aspects of CRM systems can vary greatly for different organisations and can be somewhat
confusing, and they often represent a daunting prospect for people who find themselves responsible for
actually justifying and finding the right system.
The main reason for this is the wide variation of possible technical requirements, so here are a few pointers
that will help make the process much easier for you...
Is offsite access to your system required?
Your system may need to be accessed remotely from the premises of clients or perhaps different work
locations. If this is the case, you should look for a system that allows you to create a synchronised copy of
your database that can be stored on a laptop or handheld computer and taken offsite, thus allowing full
access to all stored information that can be synchronised back to the main database once work is complete.
Only certain suppliers can support this technology so make sure your supplier is able to offer it to you. Two
other options to consider are having a “Dial-In” facility, which means being able to access a telephone
connection back to your organisation, or perhaps you might consider a system that can be accessed via the
Internet, which requires an Internet connection for each PC that will use the system.
Do you need to upgrade your computers?
What about your computer hardware, your desktops and your servers?
You will need to pay close attention to the ability of your current systems to be able to run and effectively
operate your new CRM system.
As technology develops, so computers are ever changing. So much so that the shelf life of a computer sold
through a retail outlet could be as little as two or three months before a newer, better, more efficient model
is launched.
That doesn’t mean that as soon as a new version is available yours are no good, far from it, many computers
are very powerful and will last a fair amount of time, it’s just something that you need to be aware of and
ensure is checked against your objectives and needs for now and for the foreseeable future.
A good supplier will be able to help you assess your situation and requirement in this area.
What About Licensing?
You will likely need to ensure that each user of your CRM system has a unique user licence but different
software providers have different rules so you will need to check with your supplier regarding how their
system is licensed for use.
Installation
It is always wise to choose a supplier who has not just the capability but also the specialist knowledge that
enables them to install your system correctly as well as ensuring it delivers on your objectives … there are
many nightmares caused by businesses trying to save money by installing ‘in house’.

DMC Software Solutions Ltd
Churchill House, Isis Way, Minerva Business Park, Lynch Wood, Peterborough, PE2 6QR
T: 0800 652 2423 F: 01733 371961 E: [email protected] W: www.dmcsoftware.co.uk

CRM Software Buyers Guide
7. How To Ensure Future Proofing… And How To Avoid Paying Twice
When choosing new software, it is important for you to consider your future needs as well as your current
objectives, and it’s just as important to find a supplier that will offer advice in this area.
As far as future proofing is concerned, you should be installing a system that can adapt to meet your
developing requirements in a number of different areas...
Your new system will need to be capable of developing alongside your organisation’s IT strategy and have the
flexibility needed to increase the number of users if warranted, as well as the ability to be able to increase the
number of records in the system. It may be fine now but what about in the next two years?
You’ll need effective system tools that mean you can apply updates to your existing reports or create new
reports as requirements develop.
Ultimately, if you don’t get it right first time because of a poor selection process or purchase from a supplier
that is simply trying to make a sale, you and your organisation could end up paying twice for the same thing.
That scenario could seriously damage your budget allocation and undermine reputations.

DMC Software Solutions Ltd
Churchill House, Isis Way, Minerva Business Park, Lynch Wood, Peterborough, PE2 6QR
T: 0800 652 2423 F: 01733 371961 E: [email protected] W: www.dmcsoftware.co.uk

CRM Software Buyers Guide
8. Buyer’s checklist
Now you have done your research and gathered all of your information, here is a checklist to help you make
your decision, to guarantee your project is successful and to ensure you get the best return on investment
from your CRM system.
• The CRM system options available to you
• Evaluate working practises of each department
• Put together a team to work on your project
• Form a list of key functions/wish list for new CRM systems
• Know your expectations for your CRM system
• Start discussions with supplier and installer
• Supplier/Installer to carry out diagnostic report on your business to establish and
understand your business’ unique requirements, so that the right CRM package can be installed.
Discuss with your supplier/installer…
• The CRM system options available to you
• Suitability of package
• Training
• Installation, exactly what is involved?
• Agree timescales
• How will the CRM system integrate with existing software?
• Support after installation
• Licenses (one off payment, annual or cost per user?)
• Proposal
• Discuss with your team to ensure that everybody is happy with the decision
• Select Installer/Supplier
• Break down the project into manageable phases
• Evaluate constantly throughout the project

DMC Software Solutions Ltd
Churchill House, Isis Way, Minerva Business Park, Lynch Wood, Peterborough, PE2 6QR
T: 0800 652 2423 F: 01733 371961 E: [email protected] W: www.dmcsoftware.co.uk