It is described in detail everything that should be implemented in the CRM to exactly match customer requirements. The platform is client-communicator has wide settings so it is easy to imagine that come out eventually: the content of the menu system and to the appearance of card customer base. Terms of Reference should been extensively detailed.

The term of reference for CRM that is agreed with customer is part of the contract and determines all of the integration of management systems into organization.

Step 1

First it is necessary to make a list of requirement for a CRM system. After all, the control systems have to adapt to the specifics of the business processes, not vice versa.

An Example:

• Automatic generation of agreement and its auto-complete printing and storage of instruments created in the general journal with a fast search function;
• Automatic reminder to offer customers additional services;
• Necessary to mark the names of managers who worked with the client;
• The calculation of employee motivation;
• The report is formatted about managers’ work (the number of sales, counting phone calls, mailings), and so on.

Step 2

Customer is defined a set of data that will be incorporated into the CRM system and the problems that it would solve.

Step 3

Usually, great number of specialists work on a project to implement CRM, each of them is professional in his business. Their work should be drafted to avoid any inconsistencies and questions on the tasks. The Term of Reference for CRM system is necessary to do it.