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3.2.3.6 Exchange Profit
This strategy brings multiple sellers and buyers together and enables them to place offers, match
offers, and, finally, execute the deals. The exchange reduces the costs for both the buyers and
sellers coupled with assured throughputs, security, and integrity of the system. This strategy is
characterized by
Increasing profits with increasing transaction or business volumes
Easy access to accredited customers
Control of the information flow through the exchange
Myriad value-added services for payments, settlements, account maintenance, and so on
For this model, the CRM systems must enable robust and high-performing systems.
3.3 CRM Acquisition Decision Process
The evaluation and selection of the CRM packages for implementation within organizations is
a major exercise. A Specific effort needs to be taken for the evaluation of highly complex CRM
packages, like SAP CRM, in terms of their functionality and technology. The package needs to
be selected by judiciously balancing on both the dimensions of functionality and technology and
the mutually contradictory requirements for complexity and flexibility of the CRM packages.
Companies have processes ranging from make-to-order to continuous flows. For certain short-
comings in functionality, they may also have to decide to build, rather than buy, some of the
applications.
In the following section, we discuss the various aspects to be considered when evaluating the
CRM packages suitable for an organization. The actual process of selecting a CRM is the topic of
the next chapter.
3.3.1 General Considerations of CRM Evaluation
The general characteristics of CRM packages to be reviewed include
Comprehensive functionality
Ease of use
Capability for customizing
Controls and reliability
Ease of installation
Efficiency of operation
Ease of user management
Open system architecture
Open system interfaces; legacy system and third-legacy products
Data synchronization
Internationalization and Euro currency
Online documentation and contextual help
Future upgrades and enhancements
Skill transfer and training programs
User group activity
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