Questions when implementing CRM?

Question

CRM

Now I'm trying to drag the blanket with "let's choose between X, Y and Z" into a conceptual direction.
Given: wholesale office, clients are mostly niche (that is, there is no task "to catch up with lemmings on the landing page, cling to them and peck them until they buy something").
So, approximately as it was done before (no science):
1. Finding out from the management what exactly they want to get. At this stage, it is clear to say that there is no "+100500 to profit" button.
2. Go down to the heads of departments, talk with them, then consolidate the results of the conversation with the management.
3. All this in the form of a semblance of technical specifications (it would be nice to approve it, but usually you will get approval for crap) is discussed with the integrator or CRM manufacturer
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I'm stuck at stages 1 and 2 now.
The management, I expect, will answer as usual - to look at the profitability of specific products, customers, and so on ...
And what to talk about with departments?
It is tritely clear:
1. What exactly do you do in the process of work in principle?
2. What is the most common?
3. What is less common?
4. Where do you get your data from?
5. How do you process?
6. Where are you going then?
7. Are there any agreements at these stages, with whom and in what way?
8. Is there any reporting, what kind and to whom?
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What else am I forgetting?

Answer 1

Theoretical IMHO: the main thing in the implementation of CRM is the transfer of all the work of departments into CRM. That is, instead of all these singles, Words and Excels - only and exclusively a browser, participation in the business process under your account, with your own powers and with a full set of tools to cover all the work.
When it is, making a "top view" for management and reporting is no longer a problem.
When this is not there, the rake will be everywhere. And it’s not a fact that the implementation will be beneficial, and not a continuous headache.
That is, what the management wants to get from this - you already have a rough idea: transparency and efficiency. What the heads of departments think to themselves may not fully coincide with the real process that takes place in these departments. But there, at the level of subordinates of those bosses, there can be so many pitfalls ...