Customer relationship management

How to find the right CRM supplier


For many businesses, customer relationship management (CRM) can be a large investment. It is therefore vital to choose your supplier carefully. Making the wrong choice could be expensive and even jeopardise your business.

Questions to ask a CRM supplier

Before implementing a solution based on CRM technology, you might want to ask any potential suppliers the following questions:

  • How long has the supplier been established?
  • What are the specific costs associated with the product, ie a one-off purchase price, an annual renewable license, a charge per user etc?
  • Does the supplier offer any form of evaluation software that allows you to try before you buy?
  • How much do they charge for technical support?
  • Does the supplier provide consultancy and, if so, at what rates?
  • Is the system scalable? If your customer base grows, will the system expand to cope?
  • Can the supplier recommend any third-party developers that make use of their core CRM products?
  • Is there an active, independent user group where you can freely exchange experiences and ideas?
  • Can the supplier provide references for businesses in your industry sector that use their software?
  • Do they offer training in the CRM solution and, if so, at what typical cost?

Read more about choosing the right suppliers and find out how to choose an IT supplier for your business.