Web based CRM has slowly but steadily made inroads into the main CRM industry and I must admit it is time it established itself. To me a good CRM package should be able to deliver information across the entire enterprise. Another advantage of a web based CRM is the multitude of services it can offer. Voice enabled chat, automated tele-response; email, online and offline help provide an integrated CRM solution. I have a firm conviction that a customer would rather visit the enterprise website and access information than use any other vehicle.
The other aspect of a web based CRM is development and maintenance. Our focus should be on providing quality assistance to our customers and peripheral activities like developing and maintaining the CRM system should ideally be outsourced. Fortunately there are numerous vendors operating in this space. They offer setting up of systems, install software, running CRM operations, up gradation and continuous maintenance. The only point I would like to emphasize here that the contract with a vendor must be detailed covering the entire scope of work and technical specifications. With the right contract in place, we can ensure quality service to our customers.
The best part is that Web based CRM solutions are available as freeware. For complex solutions I would recommend partnering with professional CRM providers who have been proactive in this area. It certainly seems as if web based CRM solutions are the way ahead and you might as well embrace them now.