Tuesday, April 20, 2010

Achieving CRM Success - What to Focus On

Clients frequently come to us for help with CRM Success. In working together with firms of all sizes on CRM projects, I have come to appreciate that there is no “one size fits all” for CRM success - either in terms of systems or functions. What is more important is to understand what you are trying to accomplish –the firm’s unique needs and goals– and then to fully evaluate all of the solutions that are available to determine which one can best meet those needs and goals.

It’s important to remember that CRM is about people, process and technology. When CRM systems failed to meet expectations in the past - and a significant number of them did – it was often due to the people and process issues rather than the technology. Additionally, a CRM system should help the firm solve problems and automate processes. So to succeed with CRM, focus on people, processes and problems first, products second. 

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