Tick through requirements, costs, compliance, migration and contract terms before you commit to a CRM.
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Use this checklist in order: fit first, then costs, compliance, data, contract and adoption. Each line is a question you should be able to answer in writing before you sign, ideally with the vendor's written response attached to your quote.
The compliance lines reflect the Australian rules most small businesses meet in a CRM: the Spam Act 2003 (consent, sender identification and a working unsubscribe that is actioned within 5 working days), the Do Not Call Register Act 2006 for telemarketing calls, and the Privacy Act 1988, which covers businesses with annual turnover above $3 million and some smaller businesses regardless of turnover.
Worked example: a 6-person accounting practice ticking the costs group finds that the entry tier it shortlisted lacks the client-portal and workflow features on its must-have list. The tier that has them costs more per seat, which changes its 3-year estimate before any demo is booked.
The checklist is general information. For contract terms on a large or long commitment, or if you are unsure whether the Privacy Act applies, get advice. The full method is in how to choose a CRM step by step.
CRM Pitfalls, Contracts and Official Sources
Where to go when a CRM vendor dispute, a spam or privacy complaint, or a contract problem arises: ACMA, OAIC, ACCC, ASBFEO, state small business commissioners and tribunals.
CRM Pitfalls, Contracts and Official Sources
The CRM subscription terms that cost small businesses most, how the unfair contract terms law has protected small business contracts with penalties since 9 November 2023, and what to negotiate.
CRM Pitfalls, Contracts and Official Sources
A practical response plan for a CRM data breach in an Australian small business: containment steps, the Notifiable Data Breaches assessment, who to notify, cyber reporting and prevention.
CRM Pitfalls, Contracts and Official Sources
What a complete CRM export should include, contract terms on export and deletion, a step-by-step exit plan, an illustrative exit cost and how to keep consent and unsubscribe records intact.
CRM Pitfalls, Contracts and Official Sources
How to read a CRM service level agreement: uptime percentages as downtime hours, exclusions, service credits, support tiers and Australian business hours, with illustrative examples.
Worked Costings and Selection Checklists
An eight-step CRM selection method for small businesses, from requirements and shortlisting to scripted trials, quote normalisation, contract checks and a scoring template you weight yourself.
