Strategies for a Successful CRM Implementation

Implementing customer relationship management (CRM) can be a precarious undertaking. It is filled with uncertainty and change. Hidden obstacles lurk around every corner. Implementing CRM isn’t just a job—it’s an adventure! And we haven’t even started talking about software yet. Because implementing CRM is an adventure, we cannot give you step-bystep instructions like you might use to put together a “some assembly required” birthday present on the night before your child’s birthday. The key elements to CRM implementation success include both principles and tactics—but there is no one right way. Since you are reading this document, we will assume you have some familiarity with CRM in general. If you have been following the CRM technology market for any period of time, you may have heard the ongoing discussion about CRM implementation failures. This issue has been mused upon and shouted with alarm at various points in recent history. In spite of the warnings and analyst statistics, in general, most organizations agree that customer satisfaction (one measure of CRM success) improves when CRM is implemented.

Tags: CRM, Customer Relationship Management, Implementation

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