Search Content

WhitePapers


Oracle Magazine

Oracle Magazine contains technology strategy articles, sample code, tips, Oracle and partner news, how to articles for developers and DBAs, and more. Oracle (NASDAQ: ORCL) is the world's largest...Read More


Sales Force Automation Comparison Guide

Businesses of all sizes can benefit by automating all aspects of their sales processes with an SFA (Sales Force Automation) solution. But due to the sheer number of features that most SFA solutions...Read More


How to Buy a Phone System

Considering a new phone system for your business? The Phone System Buyer's Guide from VoIP-News provides you with all of the information you need to make a more informed decision. The Guide helps you...Read More


Which CMS Is Right For Me?

If you're wondering which CMS is the right one for your organization, this comprehensive guide will take you through the various options available, detailing the pros and cons of each. Download...Read More




View All Whitepapers

Conventional wisdom on CRM requirements doesn't work

The final major flaw with the functionality led approach to CRM requirements gathering is the Rumsfeldian notion of the unknown unknowns. Users, who invariably havent used CRM technology before, are expected to articulate a complete vision of what they want from a system, and invariably are only able to produce a handful of bullet points.

Even those who have been exposed to CRM technology before, generally because the system they used wasnt well set up, and/or the deterioration of memory over time, and/or their exposure to a limited sub-set of functionality, tend to struggle to produce meaningful requirements.

On the other extreme, this approach does occasionally produce users who can create a very detailed but ultimately Frankenstein-esque vision of a system out of all context with whats deliverable from conventional CRM technology.

The implications of the above are that:

The stated requirements are so limited that most packages in the market can meet them, and so the meaningful comparison is nigh on impossible.

Key functional requirements are missed which increases the risk of purchasing a CRM package that doesnt meet the real needs. For example Ive seen a lot of organisations with very sensitive data security needs fail to document any data security related requirements.

Or in the Frankenstein-esque situation the stated requirements are so unusual that vendors are discouraged from bidding, and those that are received have huge price tags. I know of several expensive CRM tendering exercises that produced no responses at all, with all invited vendors deciding to no bid.

Anyway, that rounds out why the functionality led approach to requirements gathering doesnt work, next time Ill try and articulate a better way


Related Salesforce Mobile Articles

Putting Your Design Where Your Money Is


For the past several years, Ive been walking around with a wallet that is actually the insert for a larger one. At first this was because wallets just seemed bigger than they should be, But over the years I realized that Ive never found a wallet...

Read more about Putting Your Design Where Your Money Is...

Employee Performance Reviews - Tips, Templates and


Performance reviews just got easier! I have just released my Employee Performance Reviews - Tips, Templates and Tactics...

Read more about Employee Performance Reviews - Tips, Templates and Tactics...