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Computerworld’s Diane Bartlett provides an insightful look at 10 success factors for solid return on investment in a Customer Relationship Management system.

Here are a few highlights that stood out to me:

Don’t think small. A CRM system, properly used, is an immensely powerful tool for getting to know your customers, listening to them, meeting their needs and ultimately retaining them. It is much more than a simple “up-sell and cross-sell” opportunity, although that is often how CRM is sold. But if you can’t create honest, rewarding relationships with your employees, how will you do it with your customers?

Communicate, communicate, and communicate. Don’t let users be surprised to discover one day that they have been scheduled for training on a new system they have never heard of before. Don’t lie about the reasons for the project, don’t over-promise and don’t hold back information about how things are going – even when they are going badly.

I would add to Bartlett’s list that recognizing CRM as an opportunity to automate business processes that don’t have a logical “home” in the accounting/ERP application is a real opportunity. Scheduling time for each department to throw ideas at the wall and build a target list of what sticks for the majority of users could result in some engaging discussions with your implementation team and open the door for some significant improvements and efficiency gains. Getting input from the entire eventual user group is a major component for this exercise to be effective as is a proactive approach by managers taking a proactive approach to facilitating the brainstorming sessions.

What has contributed to success in your CRM implementation(s)? Please comment below!

DISCLAIMER: The content provided in this article is not warranted or guaranteed by IncorTech. The content provided is intended for entertainment and/or educational purposes in order to introduce to the reader key ideas, concepts, and/or product reviews. As such it is incumbent upon the reader to employ real-world tactics for security and implementation of best practices. We are not liable for any negative consequences that may result from implementing any information covered in our articles or tutorials.
Category : CRM

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