www.kcs.za.com
CRM Revealed
 

The true value found in CRM (Customer Relationship Management) is not only seen in the immediate return-on-investment but should also be seen in terms of Customer life time value. Most organisations seeking a CRM solution pick up on buzzwords and try to play catch up. Time needs to be taken to assess what they need in terms of CRM and then align it with company strategy.

Successful CRM is not just about the CRM software, there needs to be a CRM strategy coming from management. If you are going to invest in a CRM solution then getting it right first time is the principle objective. Most vendors and implementation firms are quick to point out that CRM is a strategy, not a technology that can simply be plugged in and run.

If a company doesn't know what to buy, it risks ending up with products that either don't have the features and flexibility it needs or are too complicated and expensive to implement. Either way, users get frustrated very quickly and reject the CRM program. However, one of the biggest problems locally is the incorrect assumption that new technologies need to be developed and incorporated throughout the entire organization before any CRM project can be implemented.

Defeating these problems is always a possibility with the correct mindset. Time for change is upon the CRM industry, the customer experience is going to be the next business battlefield.

Reference: Courtesy of ITWeb, CRM: All grown up: Posted 11/14/2005, from http://www.itweb.co.za/sections/features/relationshipmanagement/
feature051114.as

BACK