CRM PlatformThe CRM options for businesses is no diminishing market and anyone looking for the perfect Customer Relations Management platform should be able to have most of their requirements met with little or no customization. Much like any procurement procedure, one must evaluated and consider all aspects of their business case, in order to realize a solution to this selection phase. Depending on the market the business is involved you’ll have various uses and needs for your CRM system. For example, if you are a online ecommerce business then your requirements for client management will most likely be a limited scope CRM system, usually found in the ecommerce back office. The back office is what customers require to login to place orders, or look at their order history, find deals on coupons, discount promotions look at former past history results of the most action items as well as coupons promotions discounts and affiliate opportunities. Normally there’s no need for separate CRM platform unless there are offline engagements with users, warehouse management (logistics) and not just direct online interactions. Open source platforms such as OpenCart, ZenCart, OsCommerce, etc, are generally suffice to track manage and provide basic insight for the business owner into their day-to-day operations and engagement with users.

Now let’s discuss regarding other softer as a service businesses (SaaS) or any other market industry specific business that requires in-depth analysis including tracking and management of both users leads and accounts.
Lets take as an example a hosting provider who caters to various customer types, whereas the basic customer can come to their website and essentially put together a web hosting package that would fit the requirements. A very run-of-the-mill open source e-commerce applications nothing really different here.  However as time goes by and customers begin to scale scale up, the business needs to start tailoring their offering to create unique product offerings and custom configurations; these could for example be various cloud configurations, various dedicated server configurations, network setups, load balancing, security and compliance. When that hosting company reaches the point that custom configurations become or standardized they have no choice but to adapt their CRM system to manage these deployments and to tie in the various arms of the company including but not limited to Sales/Marketing & Client Services/Support.

Once the organization is tying in 3rd party bodies (in house or not), then you’ll want more bang for your buck. Now, your taking into account the entire Sales Cycle process – steps before the lead becomes a paying client (ie. Account). The more complicated your cycle and business logic, the more features you may need from your CRM – Lead Management, Invoicing, Billing, Ticketing, Progression, Reporting, Chat, Email, Document Management, Mobile applications, Accounts Payable, Banking, etc.

This type of robust CRM platform would be utilized excessively by the sales and marketing team more so in regards to outgoing sales opportunities and for incoming  opportunities, due to the growing complexity of the business offering. Like any system, the more it needs to do, the more complicated it becomes.

Gallant Partners deploys and configured numerous types of CRM platforms for a wide range of business types. Our capabilities run back almost a decade of GP deployments – and we’ve been lucky to accumulate a large range of skill sets that allow us to understand your business requirements better than some of our clients!

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