Once the organization readies for CRM and software selection process needs a methodology to evaluate the solutions available to match the needs of the organization. CRM is implemented across decentralized and diverse technology and environments and it is likely that unique issues are identified much different than any business management software.

Selection criteria should evaluate potential benefits and risks and the criteria can be broadly classified into investigations on functionality, technology, cost, services, feasibility and goal of the organization.

Functionality is associated with features of the solution and capability to automate non interactive processes and tasks. An example would be an automatic business process escalation on a service call without attention beyond 24 hours.

Technology is the structure of the system to interface with external tools and new products to enhance the productivity of the system. Trigger marketing is one of the best examples of technology facilitated marketing to interface CRM with exchange servers.

Cost incurred should increase user experience and provide value addition to the existing process. Incorporated report builder facility is a value addition in an organization where expansion is expected and customized decision making MIS reports are required.

Services include support and maintenance post implementation to update, modify and enhance the system. Feasibility pertains to the strength and market presence of the vendor and stability in terms of organizational capacity to sustain business environment changes.

Goal of the vendor is a vital factor as business dynamics change and the functionality and extensions in terms of performance and technology keeps evolving through time. Vendor long term plans and strategies to keep pace with products, services to provide competitive advantage against newer products is an essential evaluation factor.