Development of CRM

CRM is the main function - outgoing calls. Our organization has a four-stage sales department and three related departments. Basic requirements:
- integration of CRM with telephony, mass mailing service e-mail and SMS, print media (for certificates)
- the ability to view the demo version, the prototype CRM before signing the TZ
- the procedure for making changes, improvements? Under what conditions will additional payment be required for the system revision
- type of licensing. I mean. Who owns the final rights to the product
- user training
Training the system administrator for further improvements or changes.