If your company is not an early adopter of new technology and your provider is, rapid changes could cause problems for your staff as well as with internal CRM procedures. Make sure that any contract you sign outlines your expectations for technology adoptions.
Once you've hammered out all of the questions, outsourcing your CRM solution can be highly worthwhile. After all, it lets you reap the benefits of quick deployment, reduced infrastructure costs, and a fixed monthly cost structure.
The market for outsourced CRM may be growing by leaps and bounds, but supporting CRM in this way may not be for everyone. You might consider service-basing just some parts of your CRM strategy, as suggested by several InfoWorld readers polled in our survey. For example, 29 percent said they would outsource CRM support, and 18.2 percent said they would be in favor of CRM operations in a service-based model.
If you have a large number of custom requirements or major integration needs, you may find that implementing CRM internally is a better direction. Strategists need to move cautiously to protect the interests of their companies. Ask all of the questions necessary to determine if outsourced CRM is a good match.
The majority of respondents in the InfoWorld CRM Survey are moving toward a service-based approach to CRM for all or part of their strategy. If the provider's SLA (service level agreement), security practices, business recovery procedures, and other areas of concern meet your requirements, service-based CRM could be right for your company, too.