6. Frequently asked questions
What are CRM specifications?
A specification is a document that will help you structure your choice of CRM software. It presents your company, your organization, the elements needed to understand your needs, your requirements and the project schedule.
Why draw up specifications for your CRM project?
If you go to tender, the specifications will ensure that all suppliers have the same level of information to prepare their bids. The specifications will help you to have an objective grid for comparing different products, even if you don't organize a call for tenders. Finally, it gives you a single vision of your project, shared with your team.
How do you draw up CRM specifications?
To help you draw up your specifications, we invite you to use the tools linked to this...
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Abbreviations and acronyms
Bibliography
Panorama des produits et conduite de projet CRM – LEFEBVRE, EYROLLES, 2000
Customer Relationship Management – Stanley A. BROWN, EYROLLES, 2001
Customer Relationship Management– F. JALLAT, PEARSON, 2018
ToolReference standards
Qualicert (certification)
NF Service Relation Client (label)
Social responsibility in customer relations (label)
ISO 18295 – Service requirements for customer contact centers (standard)
ISO 9001 (standard)
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