Database Reference
In-Depth Information
table 4.1 (
Continued
)
Sample List of Features for Architecture
Description
Characteristics
6. Open Application
Programming Interface
COM compliant
CORBA Compliant
Intuitive methods
Common events exposed
7. Automatic Object
Upgrader
Automatic repository upgrade
Three-way object definition evaluation
Retains user customizations
Business rules used to define upgrade behavior
Upgrade behavior that can be overridden
8. Web-based N-tiered
Architecture
Well-defined layers
Applet layer for user-interface control
Applets reusable in multiple views
Applet Manager that supports multiple applet
technologies simultaneously
Support Java, ActiveX, HTML, Netscape plug-in
Configurable business object support
Data manager abstraction from physical database
Ability to deploy without persistent software
7. Select the few remaining CRM systems for demonstrations, site visits, and hands-on
trials.
8. Direct and help the vendors to conduct script tests and stress tests and report on the
results of these tests using the same test data provided by the company to all of the CRM
vendors.
9. Conduct a comparison and rating of the various CRMs using metrics by compiling, collat-
ing, and analyzing the submitted information.
10. Compile the findings of the product ratings and test reports with special emphasis on the
cost of installing and operating the CRM, the time frame for implementing the package, the
experience and strength of the vendor, and the risks associated with each of the alternative
CRMs.
11. Prepare the recommendation report to the management.
A systematic and metrics-based approach would not render the decision process as foolproof, but it
would help in making the decision clearer. The recommendation report will give clear descriptions
of how the CRM systems were rated, for what reasons, and how the selection decision was reached.
At a later stage, others can know the principal points that were considered and why certain CRM
systems were rejected, while others were considered more suitable. This approach leaves a clear
audit trail
of the route taken in the decision process used for the final selection of the CRM for
the organization.
