Software selection process should concentrate on cost balance, complexity of the implementation, functionality expected, maintenance and manageability, flexibility to expand, technology used and other factors. Planning can be achieved by defining the requirements and selection of the appropriate software based on the requirements.

Requirement definition document should be prepared after end to end meetings with business process leaders, users. Potential areas of improvement must be identified to isolate and act on the constraints in the current system. After identification of areas of improvement, requirement definition is drafted with a follow up for review of the document with concerned resources. The requirement definition document serves as a base for CRM implementation and helps in avoiding rework and duplication of efforts. Success measurements of the project implementation must be clearly defined.

Software selection process has elements of vendor selection, evaluation, vendor solution presentation, and review followed by contract finalization. Potential vendors are scrutinized and the list is short listed. Short listed vendors react to the requirement definition document and based on the responses, vendors are requested to present the solution.

Interaction with the short listed vendors is a mandatory requirement to confirm the understanding of the requirement definition document. Demo is the best way to assess the CRM application performance to the needs of the organization. Advantages and disadvantages of hosted and non hosted alternatives should be evaluated if required.

Final stage of planning revolves around iterative reviews and resolution of discrepancies with the demo presentation and understanding. Few things in the final stage of planning of utmost importance are project scope definition, licenses and service pricing, terms and conditions of the contract and last but not the least is the service level agreement (SLA).