CRM technology often gets blamed for the failure of customer initiatives — and sometimes it’s deserved. In many cases, though, the technology works exactly as advertised — as far as technology can work. Still, CRM is a discipline, not a technology — the technology merely helps business scale up the discipline. For that reason, the people and the processes around CRM are as vital to its success as any software your company may purchase. That human element always introduces a degree of uncertainty to the mix.
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3 Ways Corporate Culture can Crush CRM
Posted by: Christopher J. Bucholtz November 8, 2013 05:00 AMCRM technology often gets blamed for the failure of customer initiatives — and sometimes it’s deserved. In many cases, though, the technology works exactly as advertised — as far as technology can work. Still, CRM is a discipline, not a technology — the technology merely helps business scale up the discipline. For that reason, the people and the processes around CRM are as vital to its success as any software your company may purchase. That human element always introduces a degree of uncertainty to the mix.