Choose a CRM around real workflows
A CRM should support relationships and processes the team understands. Before comparing features, describe how an enquiry arrives, who handles it and how follow-up ends. Assess data quality and the ability to change tools too.
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Describe a relationship workflow
Choose a representative case: received enquiry, qualification, appointment, proposal and follow-up. At each step identify the owner, necessary information and next event.
Separate contact, organisation and opportunity. One contact can participate in several enquiries. Understandable fields avoid mixing identity, history and commercial status.
Clean data before importing
Inventory existing files and owners. Define genuinely useful fields, permitted values and duplicate-matching rules. Test a small copy before importing everything.
Do not automatically merge people solely by name. Retain decision records and discarded-data handling within authorised boundaries. Define who can correct a record.
Let users perform real tasks
Ask future users to perform the same scenario in competing solutions. Observe search, entry, reassignment and error recovery. Record observed difficulties rather than advertised feature counts.
Check role permissions, exports and essential connections. Identify functions requiring paid options or intervention. Demonstrations should distinguish supplied configuration from development still needed.
Plan adoption and exit
Prepare short entry rules, scenario-based training and a quality owner. A rich tool remains of little use if people interpret statuses differently or cannot find enquiries.
Test an export including useful relationships and history rather than only contacts. Document costs over the same period, volume limits and data handling on exit.
A record to keep with the decision
| Item | Evidence |
|---|---|
| Scenario | Steps, owners and information |
| Quality | Entry and duplicate rules |
| Exit | Readable export with retained relationships |
Frequently asked questions
Should all old contacts be imported?
Start with the need and quality of each source. History without context can hamper search and create duplicates. Have retention and use rules reviewed before importing.
Reference material
The practical checklist is an editorial synthesis to adapt to your service. It does not constitute a certification or an audit result.