With a growing emphasis on
technology and the management of technology, companies are getting glimpses of
the possible increased efficiencies they can enjoy with proper deployment of
business solutions such as Customer Relationship Management.
What continues to plague
companies of all types and sizes is the dreaded statistic of CRM implementation
failure rates. But the root cause of the
failures truly does not reside with the technology, as much as it does with the
lack of training, adoption and usage to ensure that the system is used properly.
Since automation takes on
more of a role as an enabler and a means to the end goal, organizations need to
be more cognizant of improving processes rather than just optimizing
technology.
Well designed, defined and
shared sales, marketing and customer service and support processes will help an
organization to experience measurable productivity improvements.
In coordination with
proper technology installation, process implementation will ensure that economies,
quality improvements and product adoption are realized.
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