CRM is the process or methodology used to learn more about customers' needs and behaviors in order to develop stronger relationships with them. There are many technological components to CRM, but thinking about CRM in primarily technological terms is a mistake.  Include your IT staff on the CRM team, but DO NOT have them manage the process.  Think of a CRM as a process that will help bring together lots of pieces of information about customers, sales, marketing effectiveness, responsiveness and market trends.  Therefore, you should have sales and marketing managing the process. 

Areas to consider are:

• Number of users                              
  
• Sales Forecast                                   
• Data Analysis (Reporting)                 
• Internal Mail and Calendaring        
• Integration with Outlook                 
• Integration with Back Office          
• Mobile usage                                     
• Email Marketing                              
• Document Management             
• Web Lead Management                              

In many cases segmentation of your data can be more important than system functionality.  Segmentation allows you to create the proper target list according to your positioning statement.  Some of the data, such as type of industry or geographical location, can be easily located; while other data may take time and effort to gain.  Think about your market and write down some ways you should segment your data.