Let’s say your boss has asked you to explore buying a customer relationship management — or CRM — software package for your bank. How can you manage the process so you find an appropriate system — without taking too much time from your other duties? Your first step will be to establish the goals for the project. Why are you buying it? What are the specific problems it is expected to solve? What opportunities will it help exploit? CRM software, by its nature as a system that combines marketing, sales and service functions, can do many different things.