Questions to test during a CRM evaluation
- Can website, email, phone and referral leads enter one visible queue?
- Is responsibility assigned immediately and easy to reassign?
- Can the team distinguish an enquiry from a qualified opportunity?
- Are overdue follow-ups visible without relying on personal reminders?
- Can source and outcome data be reviewed without exposing unnecessary personal data?
Common implementation pitfalls
- Capturing large amounts of data before anyone has qualified the lead.
- Allowing the same person or company to exist as several unconnected records.
- Automating follow-up without a clear opt-out and data-handling process.
How to run a useful trial
Use a small but realistic sample of contacts and opportunities. Ask the people who will update the system to complete ordinary tasks, then record where they hesitate, duplicate information or need administrator help. A short workflow test usually reveals more than a broad feature demonstration.
Before selecting any supplier, verify current product capabilities, contractual terms, hosting, security documentation, data-processing terms and pricing directly with that supplier.