CRM systems are progressively becoming strategic assets for organizations, helping them manage the entire customer life-cycle, streamline operations and improve customer satisfaction.
According to Gartner, CRM implementation failure rates exceed 50% due to lack of effective CRM strategy and user adoption.
Ensuring a successful CRM implementation requires focus on business objective, robust business processes and a focus on the Quality of implementation.
An independent Software Testing process helps identify real challenges for CRM implementation, assess robustness and ensure adherence to user requirements.
This results in higher success rate. Having a verification and validation Testing Team helps achieve greater quality in terms of both technical & business specifications and higher ROI.
A buggy or improperly implemented feature of a CRM application can have direct impact on customer relationship and hurt the revenue. Equally, a well-implemented CRM can help you gain customer insight and improve customer satisfaction and loyalty.
CRMs also contain a lot of sensitive data about company as well as customers. Any CRM testing program should ensure that the data are accurate and secure during the storage and retrieval transactions.
A typical CRM work flow will look like the below demonstrated image.
The first test cycle in CRM testing should focus on issues related to data quality and conversion. At every step of a migration or update the testers should verify that the CRM is working as expected for both with and without data.
Below is the check list to ensure data quality:
This deals with the application’s function and ensures that it fits during the migration of data from another legacy system. The values and other data should be populated in the correct fields.
Below is functional checklist for CRM Testing –
The CRM application should be tested under pressure or stress or load. This can measure the effects of concurrent users on the system’s performance.
Performance Check List for CRM Testing –
This will be a challenge in CRM applications where we will be migrating or integrating third party applications into the CRM.
Listed are the must see features during integration testing of a CRM
There will be regression testing always in an application like CRM where there is a need to test before migration and after migration.
After migration whether the values are populated into the correct fields and validations are matched with the data. Other fields should not be disturbed because of this. This will measure Functional correctness and completeness of the CRM application. With the help of regression testing the reliability and performance of the application can be ensured.
CRM involves high volume of confidential data which should be secured. A proper security test plan allows how well the system protects the data against unauthorized internal and external access.
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By Uma Raj
By Uma Raj
By Abishek Balakumar