CRM Best Practices Adoption
Source: Forrester Research
Disappointment with CRM is usually the result of poorly conceived strategies that lack a laser focus on improving a specific set of business capabilities to increase revenues or reduce costs. But adopting CRM best practices is a difficult challenge for many organizations. In the context of CRM, marketing capabilities are the practices that support managing marketing resources and developing and distributing marketing offers to specific target customer populations. These activities are most often associated with the practices of direct marketing.