Database Reference
In-Depth Information
to make an exception in the procedures for selection of suppliers, proposals submitted to prospec-
tive customers, delivering supplies to defaulting but otherwise loyal customers, releasing of delayed
payments, partial payments against unverified invoices, and so on.
Exception processes are major targets for customizations. However, as discussed in relation
with the preceding customizations, decisions on customizations need to be taken after assess-
ing the resulting complexity in terms of use, training, and maintenance of these dependent
processes.
3.4.1.4 Support for Application Users
A CRM package must be able to support and enable access to different kinds of users of the cor-
porate database:
Connected Users : Telesales Call Center Agents connected via LAN and WAN
Mobile Users : Field Sales Executives with a local database on their laptops who synchronize
with central database
Thin Client Users : Channel partners/dealers who log on to the corporate database via the
Internet
Handheld Device Users : Typically field service engineers with a Palm device to manage their
field activities
WAP Users : Customers accessing critical information by logging on to the corporate data-
base via mobiles or WAP-enabled devices
3.4.2 Vendor Credibility
An organization may select a CRM primarily on the basis of the product credibility to be dis-
cussed in the next section. However, the credibility of the vendor company to upgrade and con-
tinuously improve its suite of offerings is important because of the rapid changes in the technology
and market requirements. The relevant issues are listed in Table 3.1 for reference.
3.4.3 CRM Architecture and Technology
The CRM system should be implemented using the latest technology, architecture, and method-
ology. As technology keeps on undergoing rapid change, the product architecture becomes very
important, because this enables relevant portions of the monolithic packages like SAP CRM to be
upgraded modularly without disrupting the function of the full package.
3.4.3.1 Graphical User Interface (GUI)
It may seem strange that we are talking about the importance of GUIs, but what are generally
accepted standards of GUI functionality today are not available even a few years back. This was
more so for CRM-like solutions, where the emphasis tended to be on comprehensive functional-
ity and flexibility to make changes. The GUIs basically enable the systems to become more user
friendly by providing and controlling the features like
Structuring and nesting of menus
Facilitating cursor movement on the screen
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