Which CRM?
When people use the term CRM, most think of a software package such as Goldmine or ACT.

CRM is not a software package, its a process. When a company says, we have the best CRM Australia has to offer, they may mean "we have the best CRM Software Australia has to offer" however what they are saying is that we manage our clients better than anyone else in Australia, now how can anyone actually measure this, let alone claim it? Its just not possible.

Write A List Of Requirements
Sit down and try and make a list of the things you do, and want your Business CRM software to do.

What's out there?
There are so many products on the market, the most popular and the ones we recommend you look at because of the support base are Microsoft Dynamics CRM, ACT, or Goldmine.

We use a Business CRM software package that is built into our professional services automation tool that links every possible piece of information about a client.

IT Infrastructure For CRM Software
If you thought Accounting packages were resource intensive, some CRM packages can really tax your system.

Any decent business CRM software will run on a SQL database or MYSQL (free version) Don't make the mistake of buying a stand alone CRM package that is not meant for multiple users.

Don't Rush Your Decision
Listen to what people are telling you about the options you have.

Pick CRM Solutions that you like the sound of the most. Ask the representative for a trial copy. If they do not have a trial copy, be especially cautious. There is no reason not to have a trial for potential customers to try unless its a poor product.

Pay your IT support people to install the CRM solution and then have your staff to use the CRM software for a month. Get both your IT support and employees to write down every question they have about the new package and present it to the sales rep to be answered.

Ask them to respond to each question in writing, this is because these days the phrase "yes it can do that" is a fairly loose term.

What it might actually mean is "yes it can do that, but it will require the purchase of an extra module for $8,000 and 10 hours of support and training"

Getting them to answer these questions will give you an added bonus and help you determine how good their customer support really is.