Question1 : What are the development approaches for CRM implementation

Answer:
1. Defining CRM Functionality:
As the requirements define the “what” functionality defines the “how”. Interestingly enough, so does the business process. The best way to identify your functionality is to map out your business process and identify the functions within it. Each function should map back to a business requirement. The key questions to ask when defining necessary functionality are “what aspect of our customer-focused processes do we need to support with technology?” For this to work, the process has to involve following process:
a. Analyze customer purchase history to understand the most frequently purchased products by other like customers.
b. Score the likelihood that a customer will buy an individual product.
c. Communicate resulting customer list and product scores to call center application system.
d. Collect response rates.
e. Refine scores based on campaign results.
The point here is to define your own unique requirements. After the unique requirement is listed, record the functionality for each one, asking, “How will we accomplish this requirement?” This will give you a list of key functions for each requirement and will finish the hard part.

2. Narrowing down the technology choices:
When one has identified the necessary functions, one is ready to map the functions to the candidate technologies by answering the question, “Is there a CRM tool that can perform each of these core functions?” The best way to find the CRM products that offer you required functionality are:
a. CRM conferences and trade shows
b. Analyst firms specializing in CRM, such as the Yankee Group, Gartner Group, and META Group.
c. Consulting firms specializing in CRM (be extra diligent about those that have partnerships with CRM vendors).
d. Trade publications, particularly those