Can you deploy CRM for a small business using the same methodology as a large business?

Well, there's no doubt about it that there are very different needs. But both the small and large business have often similar customer demands. The exposure of technology available now means that all business' are more aware of the oh so cool features which really add value to CRM. Things like web integration to provide customer portals, integrated marketing campaigns, BI tools and SMS. All of these can really boost your customer offering and customer community.

We're definitely hearing these requests from the smaller business and they are definitely relevant to the smaller business. The conclusion which is most prominent in my head is that it has to carry a cost:benefit ratio for a small business. So use the same methodology? Yes but in a 'baby step' roll out. Piece by piece. Making sure that every new addition drives value home.