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Ten Steps To CRM Success A Customer Relationship Management White Paper

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Executive Summary

CRM software is used to support these processes - managing information about customers and customer interactions to be entered, stored and accessed by employees within different departments. Typical CRM goals include optimized services provided to customers, targeted marketing programs and improved sales engagement. CRM is not just about technology, but rather the union of people and processes, supported by technology. Without a solid understanding of the business requirements and metrics for a CRM initiative, companies run the risk of a failed implementation. By not providing the context, support and understanding for employees - a company can risk limited use of the technology and a frustrating deployment experience, resulting in the lack of adoption of both processes and technology.

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