VRGultom

Originally Posted by VRGultom

The CRM users are the business user
so you have to measure from their side.
If they are satisfied and got advantages from the CRM system, that's mean you have succeeded in CRM implementation...at least for the current time
So, it is important for you to work together with business user and define the the business process to generate good system that will be used by them

Usually CRM at least have these features:
1. Sales record
2. Project Implementation history
3. Customer features ( to know the customer behaviour)
4. Customer Contact persons record (to know who to be contacted for certain projects)
5. On going project status
6. etc

Those features are based on how business people handle the projects, handle the customer, and do sales
So to measure the success of CRM implementation, just define the goal before you start the project, and find out is your system has meet the goal or not.

Regards
VRG