Your Guide to Software Selection

How to Define Your CRM Scope

Defining the scope of your customer relationship management (CRM) project means figuring out which areas of your business will be affected by the new CRM solution. Before any CRM initiative begins, scoping is essential to establish what the effort will and will not cover, and to prevent feature creep and project bloating. Follow the steps below to properly define the scope for your next CRM project.

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Understand Your Issues

Since you’re considering a CRM solution in the first place, there are likely issues or problems that have arisen for your business that you are hoping the CRM project will resolve. To begin the scoping process, reflect on these issues and how you plan to solve them with the new system. You should have answers to questions like:

  • Will your CRM scope be broad or narrow, affecting your entire organization or only a single department?
  • Will you roll out the entire solution at once or stagger its implementation to mitigate potential risk and cost?
  • What is your projected return on investment for the new system, and how long do you estimate it will take before it is achieved?

Get Information

Ask for feedback from the various departments in your organization, including your business’ infrastructure and processes and the key performance indicators for your company. Make your intentions to upgrade your CRM system clear to all those whose work will be impacted by the changes.

Sales and Development

  • What is the current way prospective clients contact you?
  • How do you currently record and keep track of leads?
  • What statistics and reporting do you need for your work?


  • What types of campaigns do you run, and how could a CRM system improve them?
  • What data would be helpful to improve your campaigns?
  • How do you keep track of your return on investment?

Customer Service

  • How do you log issues, cases or complaints in your system?
  • What is the process for escalating a complaint?
  • How does your customer care team currently communicate?

Once you’ve received information from each of these departments, you should have an idea of what each team requires and whether your new CRM system will need to replace or assist any of their current systems.

Make Assessments

Conduct a requirements review for the upcoming project. This document should contain the answers to issues like:

  • What exactly the new CRM solution will provide
  • Who will be responsible for implementing the solution
  • What resources (in terms of both employees and finances) will be required to implement the solution
  • How your data will be migrated into the new solution

At the end of this stage, you should have produced a business requirements specification and a system design document that answers these and other questions. Share these reports and ask for feedback with the major players in your organization, and consult it frequently during the implementation to avoid going off track.

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Defining your CRM scope is vital for your business since you will have a better idea of the costs of the project and the features you’ll be receiving. It’s also greatly helpful for the company providing the CRM solution since they will better understand your requirements and what you’re expecting from the project. Doing it at the beginning of the initiative will ensure that the actual implementation of your new CRM system will be as smooth as possible.

If you’re about to define your CRM scope, start with a CRM requirements template to outline and select what is more important to you and your organization.

SelectHubHow to Define Your CRM Scope

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