Contents
CRM - 10 Critical Factors
A Brieft History of CRM
Starting Out
Getting the Design Right
Design by Democracy or Dictatorship?
Choosing the Right System
Hosted v Local Applications: Comparison Table
Choosing the Right Supplier
Getting the Adoption Right
Avoiding The Ten Pitfalls

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CRM - 10 Critical Factors

	Desktop	Client/Server	Hosted
Company wide view of data	No	Yes	Yes
Speed	Fast	Depends on network: normally fast locally but can be slow inter-office over a WAN	Depends on Internet connection speed. Great in an office, great with broadband, acceptable with a dial-up modem
Application Access	If the application is on your laptop and you have it with you, you have access	Easy if you are in the office; possible but technically difficult if you are out of the office	Easy providing that there is Internet access
Support and Backup	User supported	Internal IT department supported	Supplier supported
Ability to Customise	Unlimited, if you have the resources	Unlimited, if you have the resources	Varies, but normally more limited that client/server.
Data Access	Yes	Yes	Not normally, but there are exceptions

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