A New Wave of CRM Best Practices
Updated · Aug 16, 2010
According to this report on Baseline Magazine, back in 2002 analysts were predicting that 80 percent of CRM projects would fail. Most executives now admit that they were ill-equipped to launch their CRM efforts but new corporate strategies are resuscitating the need for CRM.
“2. Remember your business model. CRM at a telephone company that wants to understand the calling behaviors within micro-segments to bundle products and services will look very different from CRM at a health care provider that wants to migrate to an end-consumer model, which will look different again from CRM at a retailer with a loyalty card. Understand the boundaries of CRM for both your company and your industry. When in doubt, map out desired outcomes.”