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Avoid CRM cost creep by defining scope and negotiating



User Name: ZohoChannel
Name: Zoho Interviews
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A collection of interviews by CRM Experts, Zoho customers, and Media on the CRM trends. These interviews were sponsored by Zoho during the recently held CRM Evolution 2011 Conference, New York, USA. [More]
Viewed Times: 1375 Add Date: 08/28/2011  
CRM cost creep is a common failure where intended initial costs of CRM don't equal final costs. It's not uncommon to end up with two to three times the cost of what was originally expected. CRM cost creep happens to those who let it happen, said Barton Goldenberg, President of ISM, and founder of the CRM Evolution Conference. Goldenberg offers some advice on how to avoid this problem. He says you should examine what you'll need down the road, three to five years from now, even if you aren't going to purchase it today. Ask what those costs are, negotiate on those terms and costs, and lock them in. In the case that you do need to expand your CRM functionality at a future point, at least you won't be surprised by any costs.

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