According to Forrester research, we have entered “the age of the customer” which in short, means companies who want to remain competitive need to focus on customer experience and satisfaction more than ever before. The best way to do this, according to Forrester, is to develop a deep knowledge and consistent engagement with your customers. A CRM system is a great way to engage with your customers, enhance your relationship, and provide them the best possible service. CRM selection and implementation, like all software projects, can be costly and affects your entire company; whether it turns out to be a positive or negative affect depends heavily on successful CRM system selection and implementation.
Forrester recently surveyed more than 500 people who have been directly involved in a CRM project within the last 36 months. The survey questions investigated four categories including strategy, process, technology, and people. The results of this survey will help you avoid common mistakes and keep you from taking the risks that cause CRM projects to fail. Below are some of the key points from initial findings Continue reading