Despite the fact that many things change there are consistent golden rules for how you can make CRM successful in your firm. Gartner has been a constant source of valuable information and this article is worth checking out. Really looking forward to speaking at the LMA Eastern Canada Conference in Toronto on November 21st.
Building a customer relationship management (CRM) strategy is a unique process for each organization that nevertheless should always involve three key steps, according to Gartner, Inc. The three steps needed to create a successful CRM strategy are: setting the destination; auditing the current situation; and mapping the journey to the destination. "A CRM strategy cannot be developed in isolation. It must be relevant and linked to the overall corporate strategy, and it must build on existing sales or marketing strategies that are already in use," said Ed Thompson, vice president and distinguished analyst at Gartner. "Following these three steps will provide a solid framework for CRM success."