News & Views

December 7, 2009 from ComputerWorld – “In an ERP System, the core functionality has been well defined since the 90’s. Some companies might need a different distribution module or a fancier scheduler algorithm, but MRP is pretty much MRP. An accounting system? You’d better not have a lot of creative requirements.

But a CRM system is used by those right-brained types who bring you revenue, and there is significant variation in functional requirements from company to company. Even the precise definition of “CRM” can be debated if you get enough consultants in the room. So it’s all too common to have wide-ranging discussions about marketing automation, call center features, SFA, forecasting, order entry, e-commerce, customer support, and customer portals. This makes for a very long feature list to be evaluated, ranked, and budgeted for…

Secret 1 – Features are less important than User Adoption…
Secret 2 – Features are less important than Data Credibility…
Secret 3 – Features are less important than Platform…
Secret 4 – Features are less important than Reliability…”

180 View – We would like to share another “secret” – the writer of this article is also “the author of the new Prentice Hall book, “Salesforce.com Secrets of Success” and is the CEO of SalesLogistix, a certified Salesforce.com consultancy.” Although there is bias in the article, the author could have promoted salesforce based on its functionality. We disagree with the author in what’s important. We have found that the criteria to make the decision varies by company. In some cases, cost is key; in another company, support may be more important… We also disagree with the author’s view on ERP requirements. He is right that basic functionality is not something to worry about in most ERP systems, but ERP systems can differ greatly beyond basic functionality and the same would go for CRM systems.