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Customer Relationship Management: Getting It Right! by Judith W. Kincaid

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12.3. Choosing Process Automation Software

After you've decided to automate a process, the question becomes “build or buy?” This question has been asked more often as more and better software solutions are available for purchase. There is no perfect CRM solution that can possibly meet every company's needs, but custom-built solutions are notoriously difficult to build and extremely expensive to maintain. Educated tradeoffs must be made. We will discuss this dilemma in Chapter 13 when we look at the technology component.

Frequently, company officials hire large consulting organizations to help them understand their processes and pick the best software solution. This can be a good way to jump-start your analysis process and make quick progress. ...

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