For companies that have decided to take their customer service and marketing to the next level by purchasing a CRM solution, the decision process has only just begun. Then there is the next big question: Hosted or on-site CRM? Well--implementing an on-premise CRM tool is a solid decision for companies looking:
When choosing an on-site CRM solution you need to choose one with the right features, the right service and support and one that works with your existing programs and platforms.
With every on-site CRM solution the features will vary slightly. Some CRMs will be catered towards call centers, other designed for marketing departments, and still more designed for sales. When choosing a CRM solution consider the following factors and which ones are critical to improving your business's business intelligence:
Support for global companies that need multiple currencies and languages.
Each CRM solution is unique and runs on different platforms. When choosing a solution, pick on that runs on your existing platform, whether it be Windows, Linux, Apache, IIS, MySQL Server, .NET Framework, etc.
Possible the most important issue when choosing your on-site CRM solution is the service offered by the company. Since you are choosing to implement and maintain the solution yourself, instead of going with a hosted solution, you will need to be able to contact the CRM maker when problems occur. Look for companies with a solid track record of customer service issue management, incident reporting, issue escalation procedures, good response times, multiple points of contact (email, phone, web-based chat), online searchable knowledge base, call center support, and online status checking for inquiries.
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