Taking requirements in CRM

Hello everybody!!
I am new in CRM as well in this forum!!I have a problem!!tomorrow I have a meeting with the customer in order to take requirements but I don't know what to ask him!!Could you help me with some guide to take the requirements!!
thanks a lot
Ana
Edited by: Cecilia on Feb 16, 2009 1:26 PM
Edited by: Ana Marcucci on Feb 16, 2009 1:30 PM

Hi Ana,
Now when you have this basic information, the next should be
Understanding different business processes (end to end). E.g. How / which are the different ways client is getting in touch with the customers. There may be scenarios where customers on their own contact company and company sales representatives contact customers. You need understand the process of lead generation
Next is what do happens after the leads are generated. How do they filter these leads and create opportunities. Do they follow any sales methodology for tracking the opportunity.
Once the opportunity is matured, do they create order directly or they create enquiry and quotation before creating the order.
Similarly what do they do for marketing their products. How and when do they make marketing plan. Do they run any marketing campaigns. How do they track responses to the campaigns. What types of offers they make to the customers, How do they create target group/segmentation for running these campaigns. 
Similarly for service.
Once you understand this, you will have to suggest them how will you map their process in CRM .i.e. you will configure the system which will track following 
Planning Campaigns  leads  opportunities  Activities  enquiries  quotations  order  order replicated to R/3  etc.
This is just an example for you to understand the approach. You can develop you own set of questions based on the Industry the client is in to and the modules and channels he wants to implement.
Hope this helps you.
Regards
Dinesh

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