What are the criteria for choosing the right CRM / BPM system?

Question

CRM

Good afternoon!
Of course, I understand that this issue has already been raised many times and discussed many times, but all my searches for complete and reliable information on the Internet, as a rule, ended with thoughts - "Nothing specific." So, perhaps I'll start with the fact that our company decided to automate its business and implement a CRM system. The decision is correct and necessary in my opinion. We began to look at the CRM systems market, but before that we realized for ourselves that we need a single information field from the system, since the business process itself is not entirely simple and much depends on the correct customer service logistics. According to the material read in open sources, it can be seen that we have many CRM systems, but the most common and multifunctional ones are Bitrix24 and bpm (Terrasoft). Nothing else comes to mind other than these systems. But to understand what is the essential difference between them, and also to be sure that we have not lost sight of, perhaps other systems, remains unclear. Therefore, this question was born. How can we understand that we did not make a mistake in choosing this or that system and got the expected effect, while not spending extra money. Of course, I am silent about the return on investment in the CRM system, but I would also like some understanding, at least an approximate one. Thank you all in advance for your replies and advice. but I would also like some understanding, at least an approximate one. Thank you all in advance for your replies and advice. but I would also like some understanding, at least an approximate one. Thank you all in advance for your replies and advice.

Answer 1

the key point is the speed and the possibility of the necessary developments, and with this, most likely, you will have a chance to eat, so it’s better to choose immediately with the most implemented necessary functionality
in terms of performance Terrasoft and Bitrix ok

Answer 2

VTiger
Link to the site VTiger.com Open source

Answer 3

there was a similar thread recently. Just on the topic "we need a single information field from the system." Almost any CPM is suitable for such a task, so practical advice is to take the same free Bitrix and work in it for 3-6 months. As you work, you will understand what you really need from CPM.
Option 2 - hire a person (business analyst) who can draw up a competent technical specification based on your request, and select a CPM for this

Answer 4

If you do not understand, then when choosing, you will play heads or tails. That is life)

Answer 5

Alexander, hello,
you ask a good question, but you don't give much information. To begin with, I will give general recommendations:
- Functionality. There are a lot of options here. Do you need telephony, integration with email, with a form on the site. Are there custom fields? If maintaining individual tasks and projects? Well, and so on. It directly depends on the tasks you want to solve.
- Business processes as they are customizable. For example, a company may have a complex deal cycle. This is if you are not engaged in retail, but sell complex products or services. In this case, it will be great if there is parallelization of processes, branching conditions. Not all products have this.
- If you need the ability to link together not only sales processes, but also other processes (as I understand it is needed). Then you need to look either towards BPM or look at the possibilities of integration. For example, you also need to manage purchases, production, approvals, back office, and so on.
- Interface - the easier it is for users, the less time you will spend on implementation
- Trite price. Everything seems to be clear here and depends on your budget and price / quality orientation
- Technical support: adequacy, competence, response time, customer focus. Everyone on the sites will write that they are the best, but until you try, you won’t know. Try to read reviews and write to technical support yourself before buying.
- Boxed version. This is if you want to put the solution on your servers. Not everyone has it.
From myself I will add that you can try Neaktor - this is a product that we are developing. It is a mix of PM, CRM and BPM systems. It might work for you, but you need more details. You can write to me, I can tell you more.

Answer 6

we have a sales department in which 10 managers
used to have free Bitrix, but new managers turned on for a long time at the entrance and training took a long time.
therefore, we were looking for the next crm more carefully , we
chose lptracker for those
who are interested, here is the link (my affiliate program, do not blame the comrades)))) land.lptracker.ru?ref=33198
the solution suited us first of all in terms of the speed of learning the manager. manager training takes on average from 2 to 4 hours (the maximum value was trained by a girl who heard the word crm for the first time) plus
they have a lot of goodies that others don’t have
just like everyone else, there is a record of the conversations of managers and everything that is basically necessary for the work of
an analyst, infa for each manager. and the coolest thing, in my opinion, is maximum flexibility, each section can be adjusted for you.
We pay for the cloud a month, something like 6000, this is a subscriber,
but there are still costs for SMS and we rented 8-800 numbers from them (cheap, which pleased)
from the minuses : the quality of communication is sometimes not satisfactory (calls from Moscow to the Khabarovsk Territory are not very audible, but this is noticed only when we call megaphone numbers), what is most interesting when incoming calls from Khabarovsk to 8-800 come to us in crm from the owners of the megaphone, then hearing is normal. and there are a couple more minuses, but this concerns reporting (again, it’s not a fact that you will have such requests)