Report: CRM Requires Sound IT Strategy Staff

Updated · Jan 17, 2001

CHAPEL HILL, NC–In a report released by Best Practices, LLC, it was found that leading
companies craft sophisticated IT strategies to provide enhanced customer service and that
organizations that ignore IT's escalating role in customer relationship management allow
competitors to steadily erode their customer bases with advanced customer service tools.

The report, called “Global IT Strategy: Driving Market Success,” says that companies are
using IT tools to forge stronger relationships with end customers. It mentions one
particular company with sales of $3 billion that recently launched a website that unites
the company, channel partners, and customers. All parties transact business and complete
administrative functions on the site. According to the report, this IT functionality boosts
opportunities for enhanced customer service, increases the company's knowledge of its
partners and customers, and ultimately drives higher sales.

Since companies execute advanced IT strategies through a series of carefully designed steps,
the report used leading practices, managerial insights and benchmark metrics drawn from
lessons learned interviews with 58 companies in numerous industries to analyze these
essential steps to IT success.

Best Practices says project analysts identified the following key drivers in devising
effective IT strategies:

  • Design future technology strategy based on organizational needs and
    market demands.

  • Align global IT strategy with company goals to drive ongoing growth.
  • Demonstrate early successes and continuous benefits to produce executive
    and organizational support.

  • Employ the Internet and new advanced tools to drive market successes.
  • Provide sufficient resources for implementation and operational
    excellence to ensure usage and value creation.

“Effective IT management is the modern company's most powerful CRM tool,” notes Chris
Bogan, CEO of Best Practices, LLC. “A cohesive, integrated IT strategy allows companies
to provide world-class service, build amazing customer loyalty, and drive higher sales.”

The report is available for purchase at

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