Information Technology Reference
In-Depth Information
with a similar Product B (e.g., replace one CRM package with another).
The vendor's obligation is to protect the base product or domain func-
tionality and its related customization while the customer also wants to
protect the off-domain customizations.Areas of Customization: An Example
Areas of customization vary from product to product.
For a CRM product, these could be:
Product definition — product information to be
captured, complex product trees, product bundles,
dependencies, prerequisites, configuration, up-
sell, cross-sell, etc.
Marketing — business rules, fulfillment methods,
lists, etc.
Promotions and campaigns — nature of, targets,
channels used, etc.
Quotes — one's creation and approval processes,
templates, rules, etc.
Order capture — sequencing, complex scripting,
order-level discounts, jeopardy determination,
back-orders, order qualification, etc.
Order management — decomposition, multiple
suppliers, dependencies, etc.
Workflows — to match one's company's workflows
Delivery and fulfillment information — specific to
one's product and service, returns, etc.
Customer service — registration, warranties, eligi-
bility, customer configuration, etc.
Customer profiles — the information about the cus-
tomer that one would like to record
Industry-specific regulations, terminologies, etc.
Reporting — one's specific reporting and analytic
needs, etc.
User interface changes, etc.
Integration with other in-house applications, etc.
Data model related, etc.
Data loading related, etc.
 
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