A study of mainstream features of CRM system and evaluation criteria

Abstract

This paper will discuss an overview of Customer Relationship Management (CRM) systems, mainstream CRM features and functionalities, CRM evaluation criteria and vendors selection. It will also include selecting a piece of enterprise application software, resolving a conflict of vendor solution and client's requirements. The paper provides the study of the CRM features and evaluation criteria is based on a small to medium manufacturing company. A comparison table was prepared for helping the company to select an appropriate vendor.