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Parameters for Evaluating CRM

Updated: Apr 12

Listing out the parameters for evaluating CRM Practice


Parameters for Evaluating CRM - BITS Systems - Zoho Authorized Partner
Evaluating CRM

How CRM is helping the world?

The world is in a state of change and the changes in society and technology are affecting how we interact with one another. But what effects will these changes have on our relationships? CRM may be the answer to this question. CRM is about understanding an individual’s needs, wants, desires, and motivations. It’s about being able to get information about the customer nearly instantaneously. It’s also about being able to give them personalized service that they can’t get anywhere else.


Customer Relationship Management in the digital age is a hot topic in a world where consumers have a voice in every aspect of a company’s customer service.

In the past, CRM was more based on data from customer service interactions and surveys. Today, CRM has evolved into an interactive process that is driven by conversations with customers. In fact, many companies are turning to artificial intelligence to automate customer service conversations.


The use of CRM technology is exploding in the business world. It is now not just used by companies that are big but also by businesses of all sizes. CRM software can help with many aspects of a business, from customer service to sales. There are many reasons why CRM is helping the world, they will be discussed in more detail below.

Why CRM is important?


CRM software solutions are an important business tool for small business owners. CRM software enables the business owner to better understand their company’s customers, improve communication with them, take advantage of opportunities to grow revenue, and stay organized. Not only does this help the company to grow its customer base, but it also improves relationships with existing customers.


CRM has the ability to monitor customer behavior and loyalty, take action on this information and drive long-term customer value. Recent studies have shown that businesses with at least one customer relationship management system in place are more than three times as likely to achieve their goals than businesses without CRM systems. There are a number of CRM platforms on the market today to choose from, right from free ones to paid ones.



Parameters for evaluating CRM Practice


Any organization’s CRM practice can be evaluated by looking at the following areas: Privacy, Onboarding, Customer Experience, Cross-Selling, and Upselling.

It’s quite debatable to conclude on what makes a good CRM practice. Some people think it’s based on how much time is spent cultivating relationships, while others believe it’s about the size of the database. What do you think?


Today, CRM practices are only as good as they are sustainable. CRM is not just about fostering one-time connections with customers, but rather building mutually beneficial relationships that will endure over the long term.



How to Evaluate a CRM?


In order to evaluate a CRM, look at the features that are most important to your business. For example, if you’re looking for a CRM that’s focused on customer service management, then you’ll want to see what that CRM offers in terms of customer service features. In addition, make sure the CRM is compatible with your company’s other software and devices.

Make a list of what you need / your requirements along with the priority.

Below mentioned are some action points you can consider while you go for a CRM Evaluation Process –



  1. Understanding what CRM stands for – its capabilities, limitations, and usage

  2. Understanding the different types of CRMs that is available in the market – do a research

  3. Evaluate the CRM against the list that you created

  4. Understanding the features of a CRM system will help

  5. Be honest about whether it meets your needs or not

  6. Consider what you want to do with it before purchasing

  7. Understand how to measure the success of your CRM system

  8. Verify and make sure whether your CRM options are scalable or not

  9. Read reviews on CRMs and form your own opinion on which CRM is best for you

  10. Finally, evaluate whether it comes with ideal pricing or not – In Budget / Exceeds Budget



Concluding – on CRM Practice


When it comes to evaluating CRM or a CRM practice and its effectiveness, there is a long list of parameters or success factors that the company needs to consider before drawing out a conclusion.


The evaluation of a CRM practice should focus on a number of parameters. These parameters may include the culture of the practice, the competencies of the staff, the service delivery models, the ability of a CRM practice to respond to market changes, the level of specialization of a CRM practice and the use of technology. This evaluation will help to determine whether a CRM practice is suitable for your organization or you need to bring further changes in them.



Who are we?


We at BITS Systems provide a wide range of implementation services for CRM ERP Enterprise Software Products.We are Authorized Zoho Partners located at Bengaluru , providing implementation services for Zoho CRM , Zoho CRM Plus , Zoho ONE, Zoho Creator , Zoho Books, Zoho Recruit. We also work with Microsoft Dynamics 365 for Sales, Service & PSA .

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